topic Re: "Error downloading content, error code 3" -- Upgrading 7.3.1 to 7.3.2 XDR Endpoint (windows) in Cortex XDR Discussions

"Error downloading content, error code 3" -- Upgrading 7.3.1 to 7.3.2 XDR Endpoint (windows)

KRisselada — Wed, 19 May 2021 20:08:59 GMT

Wondering if any one might have insight of why and what the following means in the trapsd.log for a few systems that have yet to automaticly update themselves to 7.3.2 (Also find if in console, and set the agent to upgrade, its still reflecting 7.3.1)

Saw the following in the trapsd.log when generating a support file.

2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {common:LibTrapsCommon:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Failed converting JSON='null' to protobuf message with 3: : Root element must be a message.
2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {trapsd:AgentAction:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Failed to convert json = [null] to proto, error=3
2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {trapsd:AgentAction:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Error downloading content, error code 3

Also seeing regular repeating instances of:
"XDR Agent failed to upgrade from version 7.3.1.20981 to version 7.3.2.26319 on xxxxxxxx"

In Agents Audit Logs for this and 4 other systems that are currently reflected as "Connected" in Status, but not yet upgraded themselves and have not since yesterday when 1000+ endpoints did.

Re: "Error downloading content, error code 3" -- Upgrading 7.3.1 to 7.3.2 XDR Endpoint (windows)

gjenkins — Wed, 30 Jun 2021 15:46:33 GMT

@KRisselada wrote:
Wondering if any one might have insight of why and what the following means in the trapsd.log for a few systems that have yet to automaticly update themselves to 7.3.2 (Also find if in console, and set the agent to upgrade, its still reflecting 7.3.1)

Saw the following in the trapsd.log when generating a support file.

2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {common:LibTrapsCommon:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Failed converting JSON='null' to protobuf message with 3: : Root element must be a message.
2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {trapsd:AgentAction:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Failed to convert json = [null] to proto, error=3
2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {trapsd:AgentAction:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Error downloading content, error code 3

Also seeing regular repeating instances of:
"XDR Agent failed to upgrade from version 7.3.1.20981 to version 7.3.2.26319 on xxxxxxxx"
In Agents Audit Logs for this and 4 other systems that are currently reflected as "Connected" in Status, but not yet upgraded themselves and have not since yesterday when 1000+ endpoints did.

Hi @KRisselada ,

This appears to a bug in the upgrade process, which would require analysis of a tech support file by our Support team. Did you happen to route to them via the Customer Support Portal to get details as to why this was occurring?

Re: "Error downloading content, error code 3" -- Upgrading 7.3.1 to 7.3.2 XDR Endpoint (windows)

KRisselada — Thu, 22 Jul 2021 13:43:08 GMT

thanks @gjenkins we moved beyond 7.3.x and didn't get a case raised. But will keep in mind, if see something like this next time