XDR agent install rolls back

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CraigV123
L2 Linker

XDR agent install rolls back

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. 

dfalcon
L4 Transporter

Your best bet is to use verbose logging and check the log.

 

msiexec.exe /i YouPackageName.msi /L*V Agent.log

 

After it fails, open the agent.log file and search near the bottom for the error.

 

Also, you will want to confirm that there are no conflicts from this matrix.

 

https://docs.paloaltonetworks.com/compatibility-matrix/cortex-xdr/cortex-xdr-compatibility-with-thir...


David Falcon 
Solutions Architect, Cortex
Palo Alto Networks® 
CraigV123
L2 Linker

I'll give it a shot. Thanks for the update! 

RaviOne
L0 Member

Hello Everybody.

 

I have similar problem like  CraigV123. I'm trying to install the Agent on a Win 10 machine and every time it rolls back. I even got the log but I cant really figure out the problem. Can someone can help me?

 

gjenkins
L3 Networker

Hi RaviOne,

I'd recommend opening a support ticket in the Customer Support Portal to help resolve your issue and avoid exposing your endpoints' sensitive information.

Best,
Gjenkins

--gjenkins
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