Can't uninstall damaged installation of Cortex XDR

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Can't uninstall damaged installation of Cortex XDR

L1 Bithead

Hi all,

 

On one of our pc we can't uninstall the version 7.3.1.20981 of Cortex XDR.

When we try to uninstall the program appears the popup with the warning "Cortex XDR only supports per-machine installation" and the uninstall process fails.

Cortex XDR agent doesn't communicate with the console.

The uninstallation via msiexec doesn't works. Also the upgrade to the latest version doesn't works because do the rollback.

How can we fix this problem?

 

1 accepted solution

Accepted Solutions

L4 Transporter

Hi @VictorMolosnic ,

 

Thank you for reaching out.

 

It would seem that the uninstaller is having trouble removing the software. While though I'm not familiar with the error, in particular, this appears to be a use-case for a cleaner that can be furnished to you by our Tech Support engineers. Is it possible for you to open a case with Support to request the cleaner? If you would like further analysis into why this error is occurring, they may be able to do so as well.

Visit our Cortex XDR Customer Corner on Live Community to access resources for your product journey, engage in discussions with community members and subject matter experts, and register for upcoming events!

*Cortex XDR Customer Corner: https://live.paloaltonetworks.com/t5/cortex-xdr-customer-corner/ct-p/Cortex_XDR_Customer_Corner

Join our Cortex XDR Office Hours to receive live guidance and training from our Customer Success Architects.

*Cortex XDR Office Hours [NAM]: https://paloaltonetworks.zoom.us/webinar/register/3316669859020/WN_yMpAB-aBTt6xk2h-gsra4w
*Cortex XDR Office Hours [EMEA/APAC]: https://paloaltonetworks.zoom.us/webinar/register/4116709604301/WN_CZuFE5CHQbG9LUEqugsIOw

View solution in original post

4 REPLIES 4

L4 Transporter

Hi @VictorMolosnic ,

 

Thank you for reaching out.

 

It would seem that the uninstaller is having trouble removing the software. While though I'm not familiar with the error, in particular, this appears to be a use-case for a cleaner that can be furnished to you by our Tech Support engineers. Is it possible for you to open a case with Support to request the cleaner? If you would like further analysis into why this error is occurring, they may be able to do so as well.

Visit our Cortex XDR Customer Corner on Live Community to access resources for your product journey, engage in discussions with community members and subject matter experts, and register for upcoming events!

*Cortex XDR Customer Corner: https://live.paloaltonetworks.com/t5/cortex-xdr-customer-corner/ct-p/Cortex_XDR_Customer_Corner

Join our Cortex XDR Office Hours to receive live guidance and training from our Customer Success Architects.

*Cortex XDR Office Hours [NAM]: https://paloaltonetworks.zoom.us/webinar/register/3316669859020/WN_yMpAB-aBTt6xk2h-gsra4w
*Cortex XDR Office Hours [EMEA/APAC]: https://paloaltonetworks.zoom.us/webinar/register/4116709604301/WN_CZuFE5CHQbG9LUEqugsIOw

L1 Bithead

Hi @gjenkins,

I opened a support case. The support team provided me the TrapsCleaner tool.

Thanks.

L1 Bithead

Sorry expert I wanna ask something, I have same issue. But I wanna create open ticket to TAC, but I cant generate logg because cytray/icon XDR not appears. Please give me advice how Can I getting generate support logg for TAC?

Hi @Muhammad-Rusli , please consider creating a new query once a solution is marked as approved. 

 

You can generate support logs from the XDR console as well. You can do it from the Endpoint Administration page or from Action Center.

1. Navigate to Endpoints -> Endpoint Management -> Endpoint Administration.

2. Right-click on the affected endpoint, navigate to Endpoint -> Endpoint Control -> Retrieve Support File

 

bbarmanroy_0-1637639700189.png

 

The process to retrieve a support file from the Action Center is described here: https://docs.paloaltonetworks.com/cortex/cortex-xdr/cortex-xdr-pro-admin/investigation-and-response/...

 

Hope this helps!

 

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