topic Re: Upgrade agent fails in Cortex XDR Discussions

Upgrade agent fails

MarcoMJ — Wed, 06 Sep 2023 19:35:39 GMT

Hi team

I am trying to update an agent but it shows me "the installer has timed out" on the logs, I checked upgrades logs and I see the next message "Distribution ID is missing from installation package" I thought that it could be an issue related to agent installer but they exists on the console.

Has anyone had a similar problem?

Thank you!

Re: Upgrade agent fails

aspatil — Thu, 07 Sep 2023 08:16:17 GMT

Hello Marco,

Please confirm whether both the packages are in place and you can see both the distribution id?

Re: Upgrade agent fails

PiyushKohli — Thu, 07 Sep 2023 12:09:45 GMT

Hi @MarcoMJ

Since you are encountering "Distribution ID is missing from installation package" error, could you try /opt/traps/bin/cytool reconnect force <distribution id>. This should let cortex xdr agent connect to tenant.

Hope this helps!

Please mark the response as "Accept as Solution" if it answers your query.

Thanks

Re: Upgrade agent fails

MarcoMJ — Fri, 08 Sep 2023 16:04:40 GMT

Thank you for your help!
The agent is already connected to the tenant, it doesn't disconnect. However, I followed your advice , I used reconnect force command and then I tried to upgrade but it didn´t work, the error I mencioned above shown on the logs.

Re: Upgrade agent fails

MarcoMJ — Fri, 08 Sep 2023 16:06:07 GMT

Hi!

Yes, both are in the console and I can see their distribution id.

Re: Upgrade agent fails

MarcoMJ — Fri, 15 Sep 2023 00:13:31 GMT

Hi team,

The reason for the problem is MSI thinks this is a clean installation instead of an upgrade, hence our installer expects to have a distribution ID embedded in it.

This issue happens mostly when a previous installation gets interrupted in the middle due to some BSOD/hard system reboot, causing MSI to fail to write the product info to its database. This is a corrupted MSI DB issue.

The MSI installer doesn’t recognize the previously installed version and it is doing a fresh installation which will require a Distribution ID. The upgrade package from the XDR server doesn’t have a distribution ID by design. For the upgrade, the old agent needs to be uninstalled before installing the new version.