App Control: How to Troubleshoot a Failed Installation of Host Package Installer

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Environment

• App Control Console: All Supported Versions
• App Control Host Package Installer: All Supported Versions

Objective

How to troubleshoot a failed install of a Host Package Installer.

Resolution

1. Verify the process to upload the new Host Package Installer being followed correctly.
2. Log in to the Console and go to: Reports > Events to look for any failure messages.
3. Attempt to apply the Host Package Installer locally on the application server following these steps.
4. Verify the Carbon Black Service Account is in the Local Administrators Group on the application server.
5. Verify the Server Exclusions are in place for any other security software on the system.
6. Delete the Agent Installer Temp Files.
7. Navigate to https://ServertAddress/support.php > Scheduled Tasks and verify ProcessHostPackageInstaller shows as enabled.

Additional Notes

If the issue persists, enable High Debug Logging, recreate the install failure and submit the logs when opening a case with Support.

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