Want to use Cortex XDR Agent Cleaner but cant log support as licenses expired

[M.Rooney]

Hi all,

My XDR portal has expired and i want to use/test the Cortex XDR Agent Cleaner as part of my role. Can i access this tool elsewhere, or can i use my support for my other Palo products to request this?

[susekar]

Hello @M.Rooney 

I have attached the latest 8.9 Cleaner tool Zip.

Please follow the steps below to use the cleaner tool:

a. Download Cleaner from the case attachment and then extract it.
b. Copy .exe file to the endpoint.
c. Right-click the exe file from the folder and then click 'Run as administrator' from the context menu.
d. Enter uninstallation password(If actual uninstallation password doesn’t work, try with default password ‘Password1’).
e. Once the tool finishes uninstallation, reboot the machine to complete the uninstallation process.
f. Run the cleaner tool again after the reboot if you are trying to install an agent again.

>>>If the uninstall password is not working, then you have to remove the XDR agent in safe mode:
1. Download Cleaner from the case attachment and then extract it.
2. Copy Cleaner to the endpoint.
3. Reboot Agent's OS as safe-mode.For your reference: https://support.microsoft.com/en-sg/help/12376/windows-10-start-your-pc-in-safe-mode4. Right-click .exe from the folder and then click "Run as administrator" from the context menu.
5. Once the tool finishes the uninstallation, then reboot the OS to complete the uninstallation.
6. Run the cleaner tool again after the reboot and before proceeding with a new installation.

Always run the cleaner twice: run the cleaner, reboot the machine, and run the cleaner again to remove all remaining objects that might prevent a new installation from completing successfully.
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Since your Cortex XDR portal has expired, you can still access the Cortex XDR Agent Cleaner through alternative methods, depending on the agent version in use or by coordinating with your Palo Alto Networks account team.

Local Access on Endpoints (Agent v8.7 and Later):

If your endpoints are running Cortex XDR agent version 8.7 or higher, the cleaner tool is already present on the machine and does not require portal access to retrieve it.

• Location:
  C:\Program Files\Palo Alto Networks\Cortex XDR Health Helper\XdrAgentCleaner

• How to Use:
  Copy the entire XdrAgentCleaner folder to a different location (such as the Desktop or a temporary folder) before running the executable. The cleaner will not function correctly if it is run directly from the original directory.

If you feel this has answered your query, please let us know by clicking like and on "mark this as a Solution".

Thanks & Regards,

S. Subashkar Sekar