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Carbon Black Cloud: How to Troubleshoot Sensor Connection Issues

Carbon Black Cloud: How to Troubleshoot Sensor Connection Issues

Environment

Carbon Black Cloud Sensor: All Versions

Objective

 How to Troubleshoot Sensor Connection Issues

Resolution

Please open up a case with VMware Carbon Black Support, the case will start with collecting information:

  1. Has the sensor ever connected before? If so was anything changed since then?
  2. What is the device sensor version?
  3. What is the device operating system?
  4. Is the device a cloned image or VDI?
  5. Are any devices in the same network/subnet connected?
  6. Please verify the correct ports/firewall rules are in place: 
  7. Screen Shots of the below connectivity test to the CBC Cloud, KB's for different OS's.
  8. Please collect Sensor logs: 
  9. Please collect a Wireshark and CAPI2 logs noting the IP of the sensor:
  10. Please take screen shots using the below KB to verify the correct SSL Ciphers Suites are installed:
  11. Please take screen shots using the below KB to verify no SSL Inspection or Content filter are involved. 


 

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Creation Date:
‎08-25-2020
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