topic Re: Cortex XDR 8.2+ Not Able to Uninstall - Not Showing In Programs (Windows) in Cortex XDR Discussions

Cortex XDR 8.2+ Not Able to Uninstall - Not Showing In Programs (Windows)

SecNaterr — Thu, 20 Feb 2025 20:29:36 GMT

TLDR; Cortex dashboard shows EOL agents on Windows machines but upgrades fail, uninstalls fail, and Cortex is not showing as an installed program. However, Cytool can be disabled/enabled.

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We have a few machines with outdated agents. Using the Cortex dashboard and autoupgrades enabled, a handful of devices do not get upgraded but are connected and heartbeats are successful via Cortex dashboard. Cortex does not populate in either Programs/Features, nor through WMIC BUT I am able to enable/disable cytool.

All research thus far has lead me to start this post. Have you encountered this?

Re: Cortex XDR 8.2+ Not Able to Uninstall - Not Showing In Programs (Windows)

SecNaterr — Thu, 20 Feb 2025 20:42:15 GMT

I am also unable to run MSI uninstall since it relies on Registry - in which there is no hive/subkey for Cortex on these machines. But Cortex dashboard lists these endpoints with EOL agents.

Re: Cortex XDR 8.2+ Not Able to Uninstall - Not Showing In Programs (Windows)

grzegorz.milewski — Mon, 05 May 2025 18:09:06 GMT

have the same problem. How to manual repair or reinstall?

I used commands cytool protect disable, cytool runtime stop it work, but any way can't /uninstall or install new version.

Re: Cortex XDR 8.2+ Not Able to Uninstall - Not Showing In Programs (Windows)

SecNaterr — Mon, 05 May 2025 19:00:15 GMT

I have not found a solution to this. A reimage of the device is the only workaround at the moment.

Re: Cortex XDR 8.2+ Not Able to Uninstall - Not Showing In Programs (Windows)

JHam15 — Tue, 06 May 2025 15:18:52 GMT

Create a support case requesting XDRAgentCleaner.

You will need to run the XDRAgentCleaner to remove the XDR agent then install the agent as a new install.