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Carbon Black Cloud: Sensor fails to install after setting up Proxy/Firewall Permission for CB Cloud and shows 'Error 0x80004005: Failed to register' error in msi.log

Carbon Black Cloud: Sensor fails to install after setting up Proxy/Firewall Permission for CB Cloud and shows 'Error 0x80004005: Failed to register' error in msi.log

Environment

  • Carbon Black Cloud sensor: All supported versions

Symptoms

  • Carbon Black Cloud sensor fails to install on device behind firewall
  • Firewall/proxy is already set up to allow connection to backend through port 443/54443
  • This error message can be found in msi log
    CA:InstallPreCheck: Register failed. Please make sure your network is connected and provide a correct register code. 
    CA:InstallPreCheck: Error 0x80004005: Failed to register.

 

Cause

Firewall/proxy is configured with SSL inspection which tries to decrypt CB Defense traffic, CB Defense communication will stop connecting and avoid potential man-in-the-middle attack.

Resolution

  1. Follow the instruction provided in this KB: Carbon Black Cloud: What Ports must be opened on the Firewall and Proxy Servers?
  2. Disable any possible traffic inspection on CB Defense, like SSL inspection to make sure the communication from sensor to backend is stable.

Additional Notes

Carbon Black Cloud connection test provided in this KB may not be able to detect this issue:
Endpoint Standard: How to Verify Connection to Carbon Black Cloud
More investigations on customer's firewall settings will be required.

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Creation Date:
‎09-09-2020
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