Cortex XDR black screen after windows login

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Cortex XDR black screen after windows login

L0 Member

We have about 8 Windows 10 computers that have Cortex XDR installed.  When the user can login but Windows only displays a black screen, you can bring up the task manager with Ctrl+Shift+Esc.  I have tried to stop and restart explorer.exe but not luck.  You can open applications from the command line but the windows desktop will not display.  Uninstall Cortex agent, reboot the computer and then the windows desktop loads as normal.  I do have a case open with Palo Alto, just thought I would post here to see if anyone has had a similar issue.  Cortex versions are 7.6.1 and 7.6.2.

1 ACCEPTED SOLUTION

Accepted Solutions

L0 Member

I did some more testing/troubleshooting and found it was related to a GPO.  Disabled the settings in the GPO and that seemed to fixed the issue.  The GPO in question was related to some old Windows 7 power options and set some registry keys for Policy Pak about power options.

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2 REPLIES 2

L4 Transporter

You have done the right thing opening the TAC case. 

In the meantime double check that you meet the requirements for installing cxdr agent on windows. Please see the attached doc
https://docs.paloaltonetworks.com/cortex/cortex-xdr/7-5/cortex-xdr-agent-admin/cortex-xdr-agent-for-...
KR, 

Luis 

L0 Member

I did some more testing/troubleshooting and found it was related to a GPO.  Disabled the settings in the GPO and that seemed to fixed the issue.  The GPO in question was related to some old Windows 7 power options and set some registry keys for Policy Pak about power options.

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