App Control: Troubleshooting Disconnected Agents

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Environment

• App Control (Formerly CB Protection) Agent: All Supported Versions
• App Control Server: All Supported Versions
• Microsoft Windows: All Supported Versions

Symptoms

• Experiencing communication issues between the App Control Agent and App Control Server
• Some machines are not showing on the App Control console’s Computers page
• All machines are showing disconnected on the App Control console’s Computers page
• One or few machines are showing disconnected on the App Control console’s Computer page

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. Other

Resolution

1. Duplicate computer registration
   • Cb Protection: How to re-register duplicate computers
2. Network Connectivity
   • App Control: How to Test Agent Network Connectivity (Windows)
3. Expired server certificate
   • Cb Protection: How to Replace Server Certificate in Version 6.x
   • App Control: How to Replace Server Certificate in Version 8.x and Higher
4. Enabling Certificate Verification with a self signed certificate
   • Cb Protection: How to Recover From Accidentally Enabling Certificate Verification
   • App Control: How to Revert SSL Strong Mode/Certificate Verification When Enabled Accidentally
5. Active Directory Lookup Settings
   • App Control: Agents disconnecting and slow to reconnect with AD mappings enabled
6. Incorrect server ID
   • Cb Protection: Disconnected Agents Due to Incorrect Server ID Value
7. Other - Collect logs to send to Carbon Black Support:
   • App Control: How to Collect Logs for Troubleshooting a Disconnected Agent (Locally)

Related Content

Cb Protection v8.1.0 User Guide
App Control: Disconnected Agents Caused by GetSslError[2147483648]