Monitor Upgrade Process

When you upgrade your sensors, you can check the status of your sensor upgrade operations. This enables you to ensure that all sensors upgrade successfully and helps you address errors in the upgrade process.

In addition, when you start the upgrade process, the sensor installer program performs a series of verifications on the machine to ensure you can upgrade the sensor:

Is the machine running a supported operating system?
Is the sensor installer appropriate for the machine architecture (e.g. a 64-bit installer for a 64-bit machine)?
Are the correct certificates installed on the machine?
Is the sensor installer version higher than the installed sensor version?

If the machine does not pass these prerequisites or there are other errors, you can view the error messages in the Last update status column in the System > Sensors screen. Use the table below to understand the upgrade status and possible steps for resolution.

Note

Error messages in the System > Sensors screen are supported from server version 22.1.106 and later. The upgrade prerequisites checks are supported for sensor versions 22.1.123 and later.

Status	Description	How to Resolve
A <1>-installation cannot be installed on a <2>-bit Windows	The version of the installer package was not appropriate for the architecture (32-bit vs. 64-bit) of the machine on which you tried to upgrade the sensor.	Ensure you have the correct installation package for your architecture. Contact your Cybereason system admin to get the correct version.
Failed to verify bundle’s certification	The machine on which the sensor is installed does not have the correct certificates.	Install the correct certificates on the machine. For details on the required certificates, see Required Certificates for Cybereason Sensor Installation.
Failed	General failure (for example, the upgrade failed)	No specific action. Contact Support.
Failed sending	May be a server or connectivity failure.	Resending the upgrade action may solve the issue.
Failed sending installation package	The system was not able to send the installation package.	Try again, and contact Support if the issue reoccurs.
In progress	The installation is in progress	N/A
Insufficient build number - required: <1>, found <2>.	The version or build for the machine operating system is not a supported version.	Upgrade the operating system to a supported version. For the full list of supported operating systems, see Supported OS Versions for the Sensor.
Missing package from file system	This can occur due to one of these causes: In environments using the Scaled Sensor upgrade feature, no sensor package is detected on the local file system. The sensor package is incompatible.	Verify with Technical Support that the Endpoint Management Channel feature is enabled for your Cybereason environment.
None	Indicates that the sensor is up-to-date and does not require upgrade.	Verify that your firewall is configured to receive certificate updates. Check if your sensor package files are signed with the Sectigo Root certificates to meet the Microsoft Virus Initiative MVI requirements. To learn more about Sectigo certificate signatures, see Sensor Binaries are Now Signed with Sectigo Certificates.
New package downloaded	A new package was downloaded to the endpoint and is waiting for the upgrade action.	Perform the upgrade action.
Package signing verification failure	A certificate is missing on the endpoint.	Ensure the required certificates are installed on the endpoint or contact Support.
Succeeded	The sensor upgrade process succeeded.	No action required.
This Windows OS is unidentified.	The version or build for the machine operating system is not a supported version.	Upgrade the operating system to a supported version. For the full list of supported operating systems for the sensor, see Supported OS Versions for the Sensor.
Windows <version> is not supported.	The version or build for the machine operating system is not a supported version.	Upgrade the operating system to a supported version. For the full list of supported operating systems for the sensor, see Supported OS Versions for the Sensor.
Windows <1> is not supported.	The version or build for the machine operating system is not a supported version.	Upgrade the operating system to a supported version. For the full list of supported operating systems for the sensor, see Supported OS Versions for the Sensor.
Uninstalled	The sensor was uninstalled	N/A

In addition, if you see error code 14 on the endpoint machine where you are trying to upgrade the sensor, please check that you have implemented this procedure: Enable Communication with Cybereason Servers. If this procedure does not resolve the issue, contact Cybereason Support. For details on GPRC error codes, see GRPC error codes.