Carbon Black Cloud: Upgrade failing on macOS devices due to missing BackendServer field in cfg.ini

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Environment

• Carbon Black Cloud Sensor: 3.5.x.x and Earlier
• Apple macOS: All Supported Versions

Symptoms

• Sensor Update Status (SUS) job for macOS devices shows error
• Exporting SUS job results shows error indicating no Sensor data returned

  "sensorState":"FAILED","reason":"Appservices did not return data for this sensor in this org"

• /Applications/Confer.app/cfg.ini (pre-3.5 Sensor) OR /Library/Application\ Support/com.vmware.carbonblack.cloud/Config/cfg.ini (post-3.5 Sensor) missing BackendServer field and/or value
• /Applications/Confer.app/cfg.ini.bkp (pre-3.5 Sensor) OR /Library/Application\ Support/com.vmware.carbonblack.cloud/Config/cfg.ini.bkp (post-3.5 Sensor) not present

Cause

Corrupted cfg.ini and missing cfg.ini.bkp

Resolution

1. Update BackendServer in cfg.ini with Device Services URL

   BackendServer=<DeviceServices_URL>

2. Copy cfg.ini and save as cfg.ini.bkp within /Applications/Confer.app

Additional Notes

If the resolution needs to be performed on multiple devices, please open a Support case and reference EA-18372 for further assistance, providing Sensor logs from at least one impacted machine

Related Content

Carbon Black Cloud: How To Collect Sensor Logs Locally (Mac)