XDR agent install rolls back

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XDR agent install rolls back

L2 Linker

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. 


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.



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.


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