Cortex 7.2.0.63060 and 7.5.0.36150 cannot update neither uninstall

[pedrodias2020]

Hello

We have 2 machines with Cortex XDR, version 7.2.0.63060 one and version 7.5.0.36150 other

This machines cannot update, and we cannot uninstall cortex in those machines.

We try do this:

cytool protect disable

And then try uninstall, but does,t resolve

Can you help me

Thanks

Pedro Dias

[kiwi]

Hi @pedrodias2020 ,

In order to get more traction for this I have moved this topic to the Cortex XDR discussions area.

Cheers,

-Kiwi.

[eluis]

Hi @pedrodias2020 , 

the best practise is to uninstall from the tenant. If somehow these two endpoints have lost the communications with the tenant, I would recommend to get the uninstaller and boot the endpoints in safe mode. You should be able to uninstall this way.

As a best practise, we also recommend to be updated to the latest releases of the agent. Version 7.7.1 has improved a lot in terms of health and how to manage the agent with tokens wich is a new feature. 

I hope this helped

KR,

Luis 

[fmoixsante]

@pedrodias2020 

If you are trying to uninstall on a Windows machine, I would suggest you also look at the XDR agent admin guide. In the uninstall section, it is explained how to use admin cmd and the msiexec method to uninstall the agent. Just remember that you need to have the same installation package version as the one installed locally for the method to work.

You could also open a TAC case explaining the situation. It is quite odd that after you disable protections, the agent doesn't uninstall. 

[pedrodias2020]

Tnak you for all

I used traps cleaner 6.2.0 and it works

Remove cortex

Thanks