Upgrade agent fails

[MarcoMJ]

Hi team

I am trying to update an agent but it shows me "the installer has timed out" on the logs, I checked upgrades logs and I see the next message "Distribution ID is missing from installation package" I thought that it could be an issue related to agent installer but they exists on the console.

Has anyone had a similar problem?

Thank you!

[aspatil]

Hello Marco,

Please confirm whether both the packages are in place and you can see both the distribution id?

[PiyushKohli]

Hi @MarcoMJ 

Since you are encountering "Distribution ID is missing from installation package" error, could you try /opt/traps/bin/cytool reconnect force <distribution id>. This should let cortex xdr agent connect to tenant.

Hope this helps!

Please mark the response as "Accept as Solution" if it answers your query.

Thanks

[MarcoMJ]

Thank you for your help!
The agent is already connected to the tenant, it doesn't disconnect. However, I followed your advice , I used reconnect force command and then I tried to upgrade but it didn´t work, the error I mencioned above shown on the logs.

[MarcoMJ]

Hi! 

Yes, both are in the console and I can see their distribution id.

[MarcoMJ · Accepted solution]

Hi team, 

The reason for the problem is MSI thinks this is a clean installation instead of an upgrade, hence our installer expects to have a distribution ID embedded in it.

This issue happens mostly when a previous installation gets interrupted in the middle due to some BSOD/hard system reboot, causing MSI to fail to write the product info to its database. This is a corrupted MSI DB issue.

The MSI installer doesn’t recognize the previously installed version and it is doing a fresh installation which will require a Distribution ID. The upgrade package from the XDR server doesn’t have a distribution ID by design. For the upgrade, the old agent needs to be uninstalled before installing the new version.