problem starting the pc

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L0 Member

problem starting the pc

I have been having problems with some users, they report that their computer takes 30 to 40 minutes to start when they have the cortex agent installed and when they uninstall it it starts normally. It is worth mentioning that the agents are currently in report mode, has anyone had a similar problem? can support me.

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L4 Transporter

Re: problem starting the pc

Hi @Uriel_Reyes -

 

I have not seen this issue before.  The best course of action would be to gather a TSF (tech support file) from the endpoint, then reach out to Support (support.paloaltonetworks.com) so an engineer can dive deeper.  To get a TSF, locate an endpoint with the issue from your endpoint list, Right-Click > Endpoint Control > Retrieve Support File.

 

dfalcon_0-1590072607762.png

This will take a little while to run.  Once it is complete, download the file by going to the Action Center under the Response menu item.  Next, select All Actions, then locate the Support File Retrieval entry.  Right-click on that entry, then select Additional Data.

dfalcon_2-1590073014259.png

 

Now right-click on the entry and download the file.

 

dfalcon_3-1590073875556.png

Once you have the file in hand.  Log a support case and upload the file to the case.  This will speed up the investigation and resolution time.


David Falcon 
MDR Systems Engineer, Cortex
Palo AltoNetworks® 
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L1 Bithead

Re: problem starting the pc

This happened to me to. Do not install 7.1.  Its not ready for production. 

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L0 Member

Re: problem starting the pc

Hello, you have tried the new version of CORTEX
7.1.1.49751 do you know if it is more stable and if they corrected this problem that we have in common?
regards

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L1 Bithead

Re: problem starting the pc

My issue has been resolved with 7.1.1.  I am waiting on 7.1.2 before doing a mass roll out. 

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