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Carbon Black Cloud: Sensor Service Failing to Start (Windows)

Carbon Black Cloud: Sensor Service Failing to Start (Windows)

Environment

Carbon Black Cloud: All Supported Versions
Microsoft Windows: All Supported Versions

Symptoms

  • Sensor no longer checking in to the console
  • Sensor Service (CB Defense) not running
  • Windows Event Viewer System Logs shows entry similar to below:
Error - MM/DD/YYYY - Timestamp - Service Control Manager - Event ID:7000
A timeout was reached (45000 milliseconds) while waiting for the CbDefense service to connect.
The CbDefense service failed to start due to the following error: The service did not respond to the start or control request in a timely fashion.
  • Reboot does not automatically restart the service
  • Manually restarting the Service succeeds, but may fail again post reboot
  • Other Services set to Automatically start, also fail to start 

Cause

Issues with resources on the Operating System are negatively affecting one or more Service

Resolution

  • Increasing the timeout value for services (Default is 30000 milliseconds/30 Seconds) - This may need to be adjusted several times in order to find the suitable timeframe to allow services to start as expected
  • Reference the example Microsoft KB Article below, which shows the procedure on how to amend/add the Timeout value

Additional Notes

Reported on Windows 10 Devices, but the resolution advice remains for other Supported Windows OS

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Creation Date:
‎10-10-2022
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