App Control: Troubleshooting Disconnected Agents

App Control: Troubleshooting Disconnected Agents

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:

  • Duplicate computer registration
  • Network Connectivity
  • Expired server certificate
  • Enabling Certificate Verification with a self signed certificate
  • Active Directory Lookup Settings
  • Incorrect server ID
  • 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. Other - Collect logs to send to Carbon Black Support:

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Creation Date:
‎09-18-2018
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10161