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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

  • Endpoints are showing as Disconnected in the Console under Assets > Computers.
  • Endpoints are not showing in the Console under Assets > Computers.
  • Endpoints are experiencing general communication issues with the App Control Server.

Cause

Possible causes:

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

Resolution

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

Additional Notes

If all agents have suddenly disconnected, then this is most likely due to an Expired Server Certificate, and the KB Article in Resolution 1 above, should be reviewed and actioned

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Creation Date:
‎09-18-2018
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