XDR agent install rolls back

[CraigV123]

Hi all,

 Has anyone ever had it where an agent will lose connectivity with the management console and will not reinstall afterwards? 

 I have an endpoint that lost connectivity with the console. Would not check back in. I removed it via the Control Panel and when I went to reinstall it, it looks fine and then towards the end it rolls back the updates and never completes the install. I removed any additional components after that with the wipe utility, rebooted, ran the utility again and it still won't install properly. 

 I have an open case already but wanted to see if anyone else has had this issue in the past! This is one of those "first time for everything" at our organization. 

 Thank you in advance. 

[Balaraju]

Thanks , the link provided is not working . please update it with working link . 

[mavraham]

Hi @Balaraju 

You can fine the updated link here.

The PANW help center URL was recently changed - https://docs-cortex.paloaltonetworks.com/

[PeteJacobCF]

typically I have found running the cortex/traps cleaner, reboot, reinstall is way faster. I mostly see 1603 errors that are pretty vague. 

If you have a good system in place to push and maintain software I have found this is my go to... I mostly see the roll back on a very small number of assets so that works best for me.