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App Control: Troubleshooting Disconnected Agents (Windows)

App Control: Troubleshooting Disconnected Agents (Windows)

Environment

  • App Control Agent: All Supported Versions
  • App Control Server: All Supported Versions
  • Microsoft Windows: All Supported Versions

Symptoms

  • Some machines are experiencing communication issues with the App Control Server.
  • Some machines are not showing in the Console under Assets > Computers.
  • One more more machines are showing as Disconnected in the Console under Assets > Computers.

Cause

Possible causes:

  1. Duplicate computer registration
  2. Network Connectivity
  3. Expired Server Certificate
  4. Enabling Certificate Verification with a Self-signed Certificate
  5. Active Directory Lookup Settings
  6. Incorrect Server ID
  7. Agent not fully started
  8. Other

Resolution

  1. Duplicate computer registration
  2. Network Connectivity
  3. Expired server certificate
  4. Enabling Certificate Verification with a self signed certificate
  5. Active Directory Lookup Settings
  6. Incorrect server ID
  7. Agent is not fully running:
  8. Other - Collect logs to send to Carbon Black Support:

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Creation Date:
‎09-18-2018
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