Update from Traps to Cortex

[PierazzoD]

Hello everyone,

I'm trying to update the Traps agent 5.0.11 to Cortex 7.4.0 on Windows Server 2008/2008R2.

When I'm installing the new version, in the moment to start the services, the installation go in rollback.

I've tried to install directly the new version.

Unistall Traps,  clean with XDR agent cleaner and install the new version, same problem.

I'm able to install only Traps 5.0.11, with protection disabled, but connected to console.

Have you got some suggestions?

[etugriceri]

Dear PierazzoD

Windows 2008 or Windows 2008R2 is not supported by Cortex XDR 7.4 agent. You need to have at least Windows 2008R2 SP1 for XDR Agent 7.4.

https://docs.paloaltonetworks.com/compatibility-matrix/cortex-xdr/where-can-i-install-the-cortex-xdr...

You can verify compatibility from above link. If you are trying to install Windows 2008R2 SP1, Could you try to install with below command. Msiexec will create install.txt file in C drive and please check that file content for failing reason.

msiexec /i Emre_pkg_x64.msi /l*v c:\install.txt

[PierazzoD]

The OS is Windows Server 2008R2 SP1

I've tried also with that command and it failed.

In the zip there is the log file of the installation, it fails to start dependance services.

[etugriceri]

Dear PierazzoD

msiexec is throwing 1603. This is generally related with account permissions that you are trying to install but might be other reasons which described in below article. Also you can check service status from windows event logs. You may have more detailed information. 

ExecServiceStartCA: Error 0x80070241: StartServiceW failed
ExecServiceStartCA: Error 0x800705b4: Service failed transition to 4 state (current state 1)
ExecServiceStartCA: Error 0x800705b4: StartServiceWait failed
ExecServiceStartCA: Error 0x800705b4: ServiceStartInternal failed
CustomAction ExecServiceStartCA returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 10:11:21: InstallFinalize. Return value 3.

MSI (c) (A8:84) [10:11:37:757]: Windows Installer installed the product. Product Name: Cortex XDR 7.6.0.43778. Product Version: 7.6.0.43778. Product Language: 1033. Manufacturer: Palo Alto Networks, Inc.. Installation success or error status: 1603.

https://docs.microsoft.com/en-us/troubleshoot/windows-server/application-management/msi-installation...

[PeteJacobCF]

honestly if your up to date on patches for 2008r2 sp1 and are still getting that error I would run the cleaner reboot and then install that version.