Cortex XDR-Agent failed to generate support File - Error 13 - Error 109

D.Mueller — Thu, 15 May 2025 10:55:38 GMT

Greetings,

when trying to create a Support File via Agent-GUI or CMD on a Windows Client, the Operation either crashes the Agent-Service (GUI) or Outputs the Error shown in attached Screenshot.

- Disk-Space on Client is >100GB

- Connection to Cortex-Server is established

- Re-Installing the Agent did not fix the Problem

Besides this, the reason we are trying to generate the Support File is a result of strange behaviour regarding the Agent on this Client.

Once a specific App is Executed on this Client, CPU/Memory-Consumption for the Agent-Process goes up, but there is no Indication whatsoever that the Agent is scanning or detecting a Thread/Malicous Behaviour.

The System basically just stops working altogether and can only be revived via Hard-Reset.

Could these two Observations be Linked?

Besides this, the Client in Question is working fine and has no indication of faulty Hard- or Software.

Any Hint to what could cause this behaviour is much appreciated.

Re: Cortex XDR-Agent failed to generate support File - Error 13 - Error 109

nsinghvirk — Mon, 19 May 2025 17:19:43 GMT

Hello @D.Mueller

Thanks for reaching out on Live community!

This is a break fix issue and needs to be investigated by TAC team. Hence please open a TAC support case.

topic Re: Cortex XDR-Agent failed to generate support File - Error 13 - Error 109 in Cortex XDR Discussions

Cortex XDR-Agent failed to generate support File - Error 13 - Error 109

Re: Cortex XDR-Agent failed to generate support File - Error 13 - Error 109