XDR agent install rolls back

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XDR agent install rolls back

L3 Networker

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. 

7 REPLIES 7

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 
Senior Solutions Architect, Cortex
Palo Alto Networks® 

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

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?

 

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

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

L4 Transporter

Hi @Balaraju 

You can fine the updated link here.

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

Visit our Cortex XDR Customer Corner on Live Community to access resources for your product journey, engage in discussions with community members and subject matter experts, and register for upcoming events: Cortex XDR Customer Corner

L3 Networker

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.

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