Important Notice

The Carbon Black content on VMware Docs is no longer being maintained. For current Carbon Black documentation, see https://techdocs.broadcom.com/us/en/carbon-black/cloud.html.

Contacting Carbon Black Support

Log in to the Broadcom Support portal, and click My Cases. For detailed instructions regarding the use of the Broadcom Support Portal, see the Broadcom Support Portal Getting Started Guide.

For additional options and contact methods, see Contact Support.

Searching the Carbon Black Knowledge Base

1. Navigate to https://support.broadcom.com/web/ecx/search
2. In the left pane, under Product, search for and select the product or products related to your search.
3. At the top of the page, enter the search terms.
4. Click Search.

KBs that match your search criteria display on the right.

Downloading Carbon Black Software

To download Carbon Black product software:

1. Log into the Broadcom customer portal and then select Cyber Security Software from the drop-down at the top of the page.

   

2. Select My Downloads from the menu on the left to see the list of products that you are entitled to download for the selected division.
   Important: If you do not see the product you are looking for in your download list, you should contact Broadcom's Global Customer Assistance. Do one of the following:

   • Call the support number here: https://support.broadcom.com/web/ecx/contact-support
   • Fill out this form: https://broadcomcms-software.wolkenservicedesk.com/web-form
3. Navigate to, or search for the Carbon Black product you want to download. Select the software you intend to download.
4. Before you can download, you must agree to the Broadcom Terms and Conditions. Afterwards, click the download arrow to commence the download.

   

   Important: In the above example, App Control Server is used as an example. Adjust accordingly.

Carbon Black Cloud is Migrating to Google Cloud Platform

Carbon Black Cloud will migrate from Amazon Web Services to Google Cloud, beginning on October 31, 2024. This migration will result in potential improved performance and reduced latency, and will enable deeper integrations across the Enterprise Security Group product suite.

We know that you have questions, please read below for more information.

Frequently Asked Questions (FAQ

1. What will be migrated?

All services that compose Carbon Black Cloud will be migrated.

2. What is the migration timeline?

The first phase of migration will occur October 31, 2024. There will be multiple additional migration windows, with the final rollout completed by December 31, 2025. Additional information will be communicated throughout the migration process.

3.Will the level of security offered by the Carbon Black Cloud be impacted in any way due to this migration process?

No, we anticipate that there will be no impact to the level of security efficacy during this migration.

4. Will the security functionality offered remain the same?

Yes, the functionality will remain the same. Only the underlying infrastructure is changing.

5. Will there be any downtime?

We anticipate no downtime during this process. In the event that downtime is required we will communicate in advance using https://status.broadcom.com/services/carbon-black. Anyone can subscribe there to receive advance notice of this and any future maintenance events.

6. How can I subscribe to notifications which are sent from the status update page?

If you haven't already done so, subscribe to notifications at https://status.broadcom.com/. Look for the ‘Carbon Black’ tile and click the bell icon for "Subscribe." This subscription will alert you to the maintenance activity on the cloud portal.

7. Will I need to update my sensors?

Sensor updates are not required for this migration. All existing sensors will continue to work with Carbon Black Cloud during and after this migration.

8. What do I need to do?

There is no action necessary at this time.

9. How does this impact my data?

Broadcom engages affiliates and service providers ("Third Parties") to provide certain services on its behalf, including the processing of Personal Data. Broadcom’s Third Party List of service providers has been updated to reflect that Carbon Black Cloud will now leverage GCP as a service provider.

10. Where are the Google Cloud data centers for Carbon Black Cloud located?

Google Cloud data center locations for Carbon Black Cloud: are

• South Carolina, US - Prod05, Prod02, Prod01, Eap01
• St. Ghislain, Belgium - Prod06
• Tokyo, JP - ProdNRT
• Sydney, AU - ProdSYD

Attention: Note that all data that is collected within a region will also be processed in the same region.

11. Will I have any gaps in data or visibility?

No, we are taking steps to ensure that all data will be retained for the typical period as part of this migration process.

Product Announcement: In-Console Managed Detection & Response (May, 2024)

The Managed Detection and Managed Detection & Response experiences are getting a major upgrade! MD/R will be built into the Carbon Black Cloud console’s alert page, alert APIs, and data forwarder.

The table below compares the current (Legacy) MDR experience with the new, in-console, MDR experience.