topic Re: cortex xdr not able to connect to server in Cortex XDR Discussions

cortex xdr not able to connect to server

NCherbib — Tue, 15 Mar 2022 11:29:08 GMT

hello,

i'm facing an issue with cortex xdr agent, it's not able not connect to server , protection mode is always disable.

but internet connexion is allowed to this server.

any help please.

BR.

Re: cortex xdr not able to connect to server

eluis — Tue, 15 Mar 2022 11:27:56 GMT

If you have network connection Ok. And traffic is not dropped by FW, and bare in mind that if you are using proxies you should have them properly configured at the agent, try to:
cytool reconnect force

Having the protection mode enabled should not be a problem for connecting to the tenant

KR,

Luis

Re: cortex xdr not able to connect to server

etugriceri — Tue, 15 Mar 2022 11:27:56 GMT

Hi @NCherbib

Could you check trapsd.log to know more about problem?

You can find trapsd.log from agent console or ;

windows = c:\programdata\cyvera\logs

Mac OS X 10.10 and OSX 10.11= /var/log/traps/
macOS 10.12 and later releases= View logs from the Console application in /Library/Logs/PaloAltoNetworks/Cortex XDR/.

Re: cortex xdr not able to connect to server

NCherbib — Tue, 15 Mar 2022 15:31:00 GMT

that's what i got:

2022/03/15T01:40:10.207+01:00 <Info> ********** [5300:1368 AgentOperationalStatusReporterThread:5] {trapsd:Telemetry:AgentOperationalStatusReporter:} Waiting for 300 seconds
2022/03/15T01:40:46.098+01:00 <Info> *********** [5300:7880 ReportScheduler:2] {trapsd:Forensic:Reporting:} Wait is over because of time-out
2022/03/15T01:40:46.098+01:00 <Info> ********** [5300:7880 ReportScheduler:2] {trapsd:Forensic:Reporting:} All report types triggered due to: timeout
2022/03/15T01:40:46.102+01:00 <Info> ********** [5300:7880 ReportScheduler:2] {trapsd:Communication:Reporting:} No authentication ID - checking if registration is required
2022/03/15T01:40:46.102+01:00 <Notice> *********[5300:7880 ReportScheduler:2] {trapsd:Communication:Reporting:} The agent is not registered. Registering with the cloud.

i notice that the server fqdn isn't mentionned in the agent is that normal ?

BR.

Re: cortex xdr not able to connect to server

bbucao — Tue, 15 Mar 2022 15:48:03 GMT

Hi NCherbib,

To enable access to Cortex XDR components, you must allow access to various Palo Alto Networks resources. Can you confirm if access is allowed from the server in question to the specific resources relevant to your deployment? You can reference the document linked below to find what specific resources are required for your region.

Resources Required to Enable Access to Cortex XDR

Regards,

Ben

Re: cortex xdr not able to connect to server

NCherbib — Tue, 15 Mar 2022 16:31:05 GMT

Hello Bbuco,

but it's working for other ressurces, i'm faing the issue with few hosts and they are using the same network.

BR.

Re: cortex xdr not able to connect to server

etugriceri — Tue, 15 Mar 2022 17:01:19 GMT

Hi @NCherbib

installation package is including necessary URL's for agent communication. You agent could not registered somehow to XDR management console and could get license, Thats why its normal to see protection status is not green.

I believe, You should have logs about API accesses. kind of reject, timeout etc.

My recommendations is checking again network layer (fw, proxy etc) and dns resolutions. on the network layer, there should not be any SSL interception for palo alto network urls.

if there is no problem on the network layer, could share full trapsd.log?

Re: cortex xdr not able to connect to server

bbarmanroy — Wed, 16 Mar 2022 05:27:58 GMT

@NCherbib it seems like the endpoint never managed to connect to Cortex XDR. What happens when you run 'cytool reconnect force'?
You might want to open a Support ticket in parallel with the Agent Support logs for an investigation.

Re: cortex xdr not able to connect to server

johannes.s — Thu, 25 May 2023 08:13:37 GMT

@NCherbib you can try to uninstall the current version, and install with downgrade version. example you can install using version 7.5.0

It's work for me. If you want upgrade to latest version you can upgrade from the console.