"Error downloading content, error code 3" -- Upgrading 7.3.1 to 7.3.2 XDR Endpoint (windows)

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"Error downloading content, error code 3" -- Upgrading 7.3.1 to 7.3.2 XDR Endpoint (windows)

L2 Linker

Wondering if any one might have insight of why and what the following means in the trapsd.log for a few systems that have yet to automaticly update themselves to 7.3.2 (Also find if in console, and set the agent to upgrade, its still reflecting 7.3.1)

Saw the following in the trapsd.log when generating a support file.

 

2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {common:LibTrapsCommon:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Failed converting JSON='null' to protobuf message with 3: : Root element must be a message.
2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {trapsd:AgentAction:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Failed to convert json = [null] to proto, error=3
2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {trapsd:AgentAction:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Error downloading content, error code 3

 

Also seeing regular repeating instances of: 
"XDR Agent failed to upgrade from version 7.3.1.20981 to version 7.3.2.26319 on xxxxxxxx"

In Agents Audit Logs for this and 4 other systems that are currently reflected as "Connected" in Status, but not yet upgraded themselves and have not since yesterday when 1000+ endpoints did.

1 accepted solution

Accepted Solutions

L4 Transporter

@KRisselada wrote:

Wondering if any one might have insight of why and what the following means in the trapsd.log for a few systems that have yet to automaticly update themselves to 7.3.2 (Also find if in console, and set the agent to upgrade, its still reflecting 7.3.1)

Saw the following in the trapsd.log when generating a support file.

 

2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {common:LibTrapsCommon:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Failed converting JSON='null' to protobuf message with 3: : Root element must be a message.
2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {trapsd:AgentAction:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Failed to convert json = [null] to proto, error=3
2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {trapsd:AgentAction:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Error downloading content, error code 3

 

Also seeing regular repeating instances of: 
"XDR Agent failed to upgrade from version 7.3.1.20981 to version 7.3.2.26319 on xxxxxxxx"

In Agents Audit Logs for this and 4 other systems that are currently reflected as "Connected" in Status, but not yet upgraded themselves and have not since yesterday when 1000+ endpoints did.


Hi @KRisselada ,

 

This appears to a bug in the upgrade process, which would require analysis of a tech support file by our Support team. Did you happen to route to them via the Customer Support Portal to get details as to why this was occurring? 

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

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2 REPLIES 2

L4 Transporter

@KRisselada wrote:

Wondering if any one might have insight of why and what the following means in the trapsd.log for a few systems that have yet to automaticly update themselves to 7.3.2 (Also find if in console, and set the agent to upgrade, its still reflecting 7.3.1)

Saw the following in the trapsd.log when generating a support file.

 

2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {common:LibTrapsCommon:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Failed converting JSON='null' to protobuf message with 3: : Root element must be a message.
2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {trapsd:AgentAction:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Failed to convert json = [null] to proto, error=3
2021/05/19T11:57:41.002-07:00 <Error> xxxxxxxxxx [19832:6520 ] {trapsd:AgentAction:591bda4f237e4e0b872fd035e106bcee(InstallUpdate):} Error downloading content, error code 3

 

Also seeing regular repeating instances of: 
"XDR Agent failed to upgrade from version 7.3.1.20981 to version 7.3.2.26319 on xxxxxxxx"

In Agents Audit Logs for this and 4 other systems that are currently reflected as "Connected" in Status, but not yet upgraded themselves and have not since yesterday when 1000+ endpoints did.


Hi @KRisselada ,

 

This appears to a bug in the upgrade process, which would require analysis of a tech support file by our Support team. Did you happen to route to them via the Customer Support Portal to get details as to why this was occurring? 

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

L2 Linker

thanks @gjenkins we moved beyond 7.3.x and didn't get a case raised.  But will keep in mind, if see something like this next time

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