Uninstall process for disconnected XDR on endpoints

[bitpusher]

Greetings,

I have a client who engaged Unit 42 last year, and had Cortex XDR installed. Now we are trying to uninstall Cortex XDR. Tamper protection is still enabled. We do not have the uninstall password. The endpoints are showing they are not connected to a server. The director of Unit 42 has not answered my emails or phone calls. I cannot open a support ticket with the limited information I have. I have called Palo Alto support, and now opened a sales inquiry as directed to try to open communications.

It looks like I will need the uninstallation tool. Are there any other steps I can take?

Thanks,

Vince

[neelrohit · Accepted solution]

@bitpusher , 

Try reaching out to the sales/accounts team. They might possibly help you with license extension for sometime for you to uninstall the agents. 

The support team will also be then able to help you with Cortex XDR agent cleaner for uninstalling the agents. You will need the uninstall password however.

[bitpusher]

Thanks. Was able to get the uninstall password, and not stuck uninstalling on endpoints so far.

[PeteJacobCF]

how many assets? might be easier to just re-image but don't know about your environment. Without the agents being able to connect into the platform and pickup new policies and not knowing the password is going to be a major hurdle.