topic Re: Can't uninstall damaged installation of Cortex XDR in Cortex XDR Discussions

Can't uninstall damaged installation of Cortex XDR

VictorMolosnic — Wed, 21 Jul 2021 07:39:25 GMT

Hi all,

On one of our pc we can't uninstall the version 7.3.1.20981 of Cortex XDR.

When we try to uninstall the program appears the popup with the warning "Cortex XDR only supports per-machine installation" and the uninstall process fails.

Cortex XDR agent doesn't communicate with the console.

The uninstallation via msiexec doesn't works. Also the upgrade to the latest version doesn't works because do the rollback.

How can we fix this problem?

Re: Can't uninstall damaged installation of Cortex XDR

gjenkins — Thu, 22 Jul 2021 14:09:05 GMT

Hi @VictorMolosnic ,

Thank you for reaching out.

It would seem that the uninstaller is having trouble removing the software. While though I'm not familiar with the error, in particular, this appears to be a use-case for a cleaner that can be furnished to you by our Tech Support engineers. Is it possible for you to open a case with Support to request the cleaner? If you would like further analysis into why this error is occurring, they may be able to do so as well.

Re: Can't uninstall damaged installation of Cortex XDR

VictorMolosnic — Thu, 22 Jul 2021 14:24:31 GMT

Hi @gjenkins,

I opened a support case. The support team provided me the TrapsCleaner tool.

Thanks.

Re: Can't uninstall damaged installation of Cortex XDR

Muhammad-Rusli — Tue, 23 Nov 2021 02:47:25 GMT

Sorry expert I wanna ask something, I have same issue. But I wanna create open ticket to TAC, but I cant generate logg because cytray/icon XDR not appears. Please give me advice how Can I getting generate support logg for TAC?

Re: Can't uninstall damaged installation of Cortex XDR

bbarmanroy — Tue, 23 Nov 2021 04:00:22 GMT

Hi @Muhammad-Rusli , please consider creating a new query once a solution is marked as approved.

You can generate support logs from the XDR console as well. You can do it from the Endpoint Administration page or from Action Center.

1. Navigate to Endpoints -> Endpoint Management -> Endpoint Administration.

2. Right-click on the affected endpoint, navigate to Endpoint -> Endpoint Control -> Retrieve Support File

The process to retrieve a support file from the Action Center is described here: https://docs.paloaltonetworks.com/cortex/cortex-xdr/cortex-xdr-pro-admin/investigation-and-response/investigate-endpoints/retrieve-support-logs-from-an-endpoint.html

Hope this helps!

Re: Can't uninstall damaged installation of Cortex XDR

Dzung_TranC — Mon, 09 Sep 2024 10:26:19 GMT

I am also experiencing a similar issue. When sending the Uninstall agent command from the management page, the status in the Action Center keeps showing pending. When we try to uninstall directly on the machine, it also displays the message: Cortex XDR only supports per-machine installation.

Could you help me?

Thanks