topic Re: problem starting the pc in Cortex XDR Discussions

problem starting the pc

Uriel_Reyes — Wed, 20 May 2020 17:53:29 GMT

I have been having problems with some users, they report that their computer takes 30 to 40 minutes to start when they have the cortex agent installed and when they uninstall it it starts normally. It is worth mentioning that the agents are currently in report mode, has anyone had a similar problem? can support me.

Re: problem starting the pc

dfalcon — Thu, 21 May 2020 15:12:36 GMT

Hi @Uriel_Reyes -

I have not seen this issue before. The best course of action would be to gather a TSF (tech support file) from the endpoint, then reach out to Support (support.paloaltonetworks.com) so an engineer can dive deeper. To get a TSF, locate an endpoint with the issue from your endpoint list, Right-Click > Endpoint Control > Retrieve Support File.

This will take a little while to run. Once it is complete, download the file by going to the Action Center under the Response menu item. Next, select All Actions, then locate the Support File Retrieval entry. Right-click on that entry, then select Additional Data.

Now right-click on the entry and download the file.

Once you have the file in hand. Log a support case and upload the file to the case. This will speed up the investigation and resolution time.

Re: problem starting the pc

timross — Tue, 26 May 2020 21:32:17 GMT

This happened to me to. Do not install 7.1. Its not ready for production.

Re: problem starting the pc

Uriel_Reyes — Wed, 10 Jun 2020 18:19:50 GMT

Hello, you have tried the new version of CORTEX
7.1.1.49751 do you know if it is more stable and if they corrected this problem that we have in common?
regards

Re: problem starting the pc

timross — Wed, 10 Jun 2020 19:13:32 GMT

My issue has been resolved with 7.1.1. I am waiting on 7.1.2 before doing a mass roll out.