When your Endpoint Agent service is not running, you may encounter the following error message when starting the service:
Windows could not start the Endpoint Agent service on Local Computer.
Error 14001: The application has failed to start because its side-by-side configuration is incorrect. Please see the application event log or use the command-line sxstrace.exe tool for more detail.
Symptoms
- Endpoint shows offline
- Endpoint Agent service is not running
Environments
- Windows endpoints
Cause
The MBCloudEA.exe.config may be corrupted. This can happen when the endpoint loses power while saving a setting to the file.
The Endpoint Agent stores and retrieves settings from MBCloudEA.exe.config located in C:\Program Files\Malwarebytes Endpoint Agent\.
Resolution
The endpoint agent automatically creates up to five backups of the configuration file on a regular schedule. Use the Configuration Recovery Tool to restore MBCloudEA.exe.config from a backup.
- On the endpoint, open Command Prompt as an administrator.
- In the command window, type cd C:\Program Files\Malwarebytes Endpoint Agent
- In the command window, type ConfigurationRecoveryTool.exe MBCloudEA.exe
The tool attempts to restore MBCloudEA.exe from the latest backup. If unsuccessful, the tool continues the process with the remaining backups.
If there are no valid backup configuration files, the following error message displays:
No valid backup configuration was found
Unable to restore configuration from backup.
If you encounter the above error message, uninstall and reinstall the Endpoint Agent on the endpoint.
