Cortex installation error

[Rotanakpanha]

Greetings,
Actually I've upgraded to latest Windows version, try turning off Anti-Tempering, yet I still couldn't install a new version to an AD user. Any advice? Thanks!

[aleksandar.astardzhiev]

Hi @Rotanakpanha ,

Have you try upgrading the existing agent from XDR console?

Endpoints -> All Endpoints -> Right click on the endpoint -> Endpoint Control -> Upgrade Agent

[Rotanakpanha]

Hello @aleksandar.astardzhiev,

Yes, I did. But it still doesn't work. Also, I find it strange that some of them are working and some of them aren't.
Thanks.

[aleksandar.astardzhiev · Accepted solution]

Hi @Rotanakpanha

If upgrade from console is failing and manual upgrade after disabling tempering protection... By the way how are you disabling the tampering protection? Change the assigned agent profile in the console or with the cytool

https://docs-cortex.paloaltonetworks.com/r/Cortex-XDR/7.9/Cortex-XDR-Agent-Administrator-Guide/Cytoo...

> cytool protect disable

After executing the above command does all protections are reported as disabled

> cytool protect query

Try to stop all protection services with:

> cytool runtime stop
### Check status 
> cytool runtime query

Try to uninstall the XDR agent from control panel. Once uninstall is complete (most probably will require reboot), try to run the installation for the new version.

If manual and remote upgrade fail you will need to contact TAC support. They should be able to provide you with "custom cleaning tool" which could help you remove the old version and after that install the new one.