Cortex XDR hangs up the machines and finally crashes when working on even small files in customer cloud

A.Babu458463 — Fri, 06 Jun 2025 10:37:57 GMT

Hello community,

every time one of the colleagues tries to copy even a small file from the customer PC to the cloud, the system hangs and then crashes for him. There are no alerts or incidents from his PC to the Cortex console.

The paths are always different and so it is not easy to add exceptions for the protection modules, to reduce the scanning and crashing of the system. Is there a solution?

Re: Cortex XDR hangs up the machines and finally crashes when working on even small files in customer cloud

eluis — Wed, 11 Jun 2025 10:07:27 GMT

Hi A.Babu458463 ,

There are some requirements related to PC/computer prerequisites to have Cortex XDR agent running. Please make sure you follow those prerequisites:

https://docs-cortex.paloaltonetworks.com/r/Cortex-XDR/8.3/Cortex-XDR-Agent-Administrator-Guide/Cortex-XDR-Agent-for-Windows-Requirements

Please make sure too that you are not using another antivirus or security solution together with cortex on your enpoints that could make your enpoints crash.
If the problem persists, please feel free to open a TAC support case so our engineers can assist you

If you feel this has answered your query, please let us know by clicking like and on "mark this as a Solution". Thank you.

Luis

topic Re: Cortex XDR hangs up the machines and finally crashes when working on even small files in customer cloud in Cortex XDR Discussions

Cortex XDR hangs up the machines and finally crashes when working on even small files in customer cloud

Re: Cortex XDR hangs up the machines and finally crashes when working on even small files in customer cloud