News about CPATR-10685? This bug is disrupting production

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements
Please sign in to see details of an important advisory in our Customer Advisories area.

News about CPATR-10685? This bug is disrupting production

L1 Bithead

Hello Everyone,

 

Does anyone know where I find more information about this bug: CPATR-10685? We reported an issue where if the malware scan is running a dll cannot be loaded twice because Cortex XDR will block it and were given this bug number, but I cannot find it anywhere in the known or addressed issues.

 

The fact that a dll is only allowed to be accessed ONCE during a malware scan means that if a developer or automated build process build an application twice while the malware scan is running, the builds will fail because Cortex is locking the files. This is really disrupting our production.

 

YAlhazmi_0-1615974821949.png

 

YAlhazmi_1-1615974867681.png

 

 

Kind regards,

Yasser

3 REPLIES 3

L4 Transporter

Hi @YAlhazmi,

 

The referenced case, CPATR-10685, does not appear to be a known issue typically published here for the server and here for the agent. The lack of inclusion indicates that the issue you're encountering is likely particular to your environment. Additionally, it appears that you have a severe issue of which is impacting your production environment. As such, the recommendation here would be to open a case with Support to inquire about the case's progress and its resolution as soon as possible. In fact, I would highly recommend giving them a call to speak with an engineer as soon as possible at one of the following numbers to discuss:

 

Technical Support
  • US: (866) 898-9087
  • Int'l: +1 (408) 738-7799
  • EMEA Support: +31 20 808 4600 (Available from all countries)
  • APAC Support: +65 3158 5600 (Available from all countries)
  • Japan Support: 01 2018 4025 (Toll free from Japan only)
  • Australia Support: 1 800 002 378 (Toll free from Australia only)
  • China Support: +86 400 639 9205 (Toll free from China only)
  • France +33 186995753
  • Germany +49 69945189855
  • Hong Kong Support: +86 400 639 9205 (Toll free from Hong Kong only)
  • India Support: 000 800 442 0164 (Toll free from India only)
  • Saudi Arabia Support:
    • 800844 0412 (Toll free for Saudi Telecom Company Customers Only)
    • 800850 0011 (Toll free for Bharti Airtel Customers Only)
  • Switzerland +41 445299182
  • UK country +44 2039012097
  • United Arab Emirates Support: 8000 444 0585 (Toll free from UAE only)

 

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

Hello @gjenkins and thank you for your response!

 

I don't think that the issue is particular to our environment. We have tried it in all sorts of machines including fresh OS installs and it can happen to anyone. The preconditions are

  1. Malware scan is running
  2. Dll or exe file is loaded twice during the scan (which is common in development)

So, it is not particular to our environment.

 

We communicated with support beginning February and their response was that this is a bug and they don't have a workaround for it and that there will be a fix in next release. Next release (7.3) came out and we didn't find anything regarding it. We contacted support again, and their response this time was "[fix] is planned to be released in version 7.4 ... [but] support team does not have knowledge regarding roadmap plans". 

Hi,

I'm glad to hear that you've opened up a communication line to get more information regarding CPATR-10685. Please be sure to request updates regarding your break/fix issue via Support cases which they will hopefully resolve soon. If you find that you need general product guidance, do reach out.

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
  • 2740 Views
  • 3 replies
  • 0 Likes
Like what you see?

Show your appreciation!

Click Like if a post is helpful to you or if you just want to show your support.

Click Accept as Solution to acknowledge that the answer to your question has been provided.

The button appears next to the replies on topics you’ve started. The member who gave the solution and all future visitors to this topic will appreciate it!

These simple actions take just seconds of your time, but go a long way in showing appreciation for community members and the LIVEcommunity as a whole!

The LIVEcommunity thanks you for your participation!