topic Re: Computers do not receive the new update cortex 7.6.0 in Cortex XDR Discussions

Computers do not receive the new update cortex 7.6.0

Shmuel — Wed, 08 Dec 2021 14:18:35 GMT

Hello everyone,

I have computers in the organization that doesn't receive the new version of cortex 7.6.0.4. The computers went into disable mode.

It would be great if you can help me.

That's what I see in Log

Thank you

Re: Computers do not receive the new update cortex 7.6.0

etugriceri — Wed, 08 Dec 2021 14:56:50 GMT

Dear Shmuel,

What did you see in the log exactly ? Could you share?

What is the current status of the upgrade? Could you check from action center?

Also, could you verify status from

Endpoints > Endpoint Administration > Auto Upgrade Status column.

Emre

Re: Computers do not receive the new update cortex 7.6.0

Shmuel — Wed, 08 Dec 2021 17:21:55 GMT

Hey,

Thank you for answering me

I see the Auto Upgrade Status column. It says the computer is in Pending status

And I'm sharing Log

It would be great if you can help me.

Thank you

Re: Computers do not receive the new update cortex 7.6.0

KRisselada — Wed, 08 Dec 2021 16:42:10 GMT

@Shmuel I believe what they were asking was to first go into the "Endpoints > Endpoint Management > Endpoint Administration" and THEN you may need to select the 3 dots, in the upper right hand corner, then select FILTERS and select the other fields that are not normally selected (you may have the "default view" currently)
One of the options to select to view is: Auto Upgrade Status
As a Layout Configuration option. By default this is not selected, thus not in the view.
See screenshot below

Hope that helps

Re: Computers do not receive the new update cortex 7.6.0

Shmuel — Wed, 08 Dec 2021 17:22:10 GMT

Thank you

Re: Computers do not receive the new update cortex 7.6.0

Papuga — Wed, 08 Dec 2021 22:46:50 GMT

my windows 11 machine - pushed out the update and it disabled cortex and never installed 7.6. I had to reboot to get Cortex 7.5.x to restart.

Re: Computers do not receive the new update cortex 7.6.0

etugriceri — Thu, 09 Dec 2021 14:42:20 GMT

Dear Shmuel,

Thank you for log. Noticed that you have "Installation success or error status: 1603." in your log. This is typical msi package installation error.

That error might related with the permission of the installer account but i guess in your case, windows installer cannot able to install an app which is already existing on the system and checking XDR folders, still there and throwing this error.

https://docs.microsoft.com/en-us/troubleshoot/windows-server/application-management/msi-installation-error-1603

Im gonna recommend to try installation manually first. check detailed installation logs. please use below command.

msiexec /i XDR_pkg_x64.msi /l*v c:\install.txt

and then please try uninstall manually and manually install again.

Re: Computers do not receive the new update cortex 7.6.0

etugriceri — Thu, 09 Dec 2021 14:45:46 GMT

Dear Papuga

7.5 agent is not supported for Windows 11. I'm recommending to use 7.6 agent for Windows 11

https://docs.paloaltonetworks.com/compatibility-matrix/cortex-xdr/where-can-i-install-the-cortex-xdr-agent

Re: Computers do not receive the new update cortex 7.6.0

fmoixsante — Thu, 09 Dec 2021 16:27:26 GMT

Hi @Shmuel,

As @etugriceri mentioned, error 1603 could be related to permissions for the msi installed. I reason for this could be related to pending reboots in the machine. For instance, Windows updates were applied, and the endpoint needs a reboot to finish installation. MSI gets "blocked" and does not allow other msi installations. I would suggest a reboot if possible and try again.

Re: Computers do not receive the new update cortex 7.6.0

Shmuel — Mon, 13 Dec 2021 13:57:31 GMT

Thank you!!

Re: Computers do not receive the new update cortex 7.6.0

fmoixsante — Tue, 14 Dec 2021 09:53:15 GMT

Hi @Shmuel,

Could you please mark this thread as Solved?

Thanks in advance!