12-19-2022 04:10 AM
Hey everyone,
We're having some issues with the most recent Agent Version on MacOS (7.9.0.2505).
When some of our clients were upgraded to this version they suddenly lost internet connectivity. The only thing that worked for them was to remove Cortex XDR from under Settings -> Network -> Filters & Proxies, by pressing the minus button.
All of the clients regain connectivity to the internet when doing the procedure above, but not all of them become "Connected" in the Endpoints dashboard.
We don't have any rules set up that would block network connectivity and it only started happening when version 7.9. was released for our tenant.
This is happening to both Monterey and Ventura users, to fresh installs and upgrades too.
We've already checked out the similar issue available here, but that's all we could find and we're not sure if our users are using multiple adapters at a time.
Has anyone else experienced anything similar?
Best,
AdminVavtar
12-19-2022 06:04 AM
Hi @AdminVavtar,
Thank you for writing to Live Community. I went ahead and asked our support team - as of today there have been no reports of a widespread issue.
I recommend opening a support ticket for each of your customers so that we can do proper research regarding the cause of the issue.
12-22-2022 01:17 AM
Hey @mavraham, thanks for the reply.
We've opened a support case as apparently Cortex got uninstalled from the endpoints during the agent upgrade without ever getting the supervisor password.
Trying to narrow down the factors didn't help much, as both x86 and ARM are affected, with seemingly no connection except a lingering "Palo Alto Login Items" notification that persists for days on end, even if Cortex is not installed.
A reinstall has helped in almost all cases, except for one where the user-facing icon for Cortex in the status bar doesn't appear at all, but the device is Connected and available in the web dashboard.
Sadly we're also not able to collect standard tech support files with cytool, as it doesn't even show up as installed.
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