Traps Agent 6.1.x not running

[MeteoAdmin]

Hi all,
We using TMS and have running 200 clients with traps agent 6.0.3. All works fine. I try to update the agent to 6.1.x. Upgrade via TMS or manually isn't sucesssfully. The Traps service on the client can't start. Does anyone know this problem?

[dfalcon]

HI there-

So are the agents upgrading, but failing to start?  If so, there may have been an issue with the upgrade where remnants were not properly removed.  If you are still having this issue, I would start troubleshooting by contacting support and acquiring the cleaner tool.  This will allow all remnants of the agent to be removed prior to installing the new version.  If we can isolate the cause/solution, we can then help with a move-forward plan.

[MeteoAdmin]

Yes, agent updated but failing to start. We tryed also with the cleaner tool but with the same result. We order Traps from our dealer. It's a business partner from Paloalto. And therefore we can't open a support case directly by Paloalto.
Our Traps Management Service will be upgraded to Cortex XDR 2.0 soon. Agents and full configurations will be upgraded automatically, no manual action is required. I'll see what happens.

[dfalcon]

Hi @MeteoAdmin 

One other item I would like to check.  Can you confirm that no products on this list are also running on the endpoints?

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

[Meteo-Admin]

Yes, I can confim. No products from this list is running on the endpoints.
Last weekend our Traps Management Service would be upgraded to Cortex XDR 2.0. All looks well. I'll try to upgrade the agent of my working laptop by remote (6.0.3 to 7.0.2.42857). Unfortunately unsuccessful with the same known problem. After upgrade service did not start. I must delete all files from filesystem and clean the registry. Then a new installation of the agent was successful.

[efrancis]

Who ever you purchased the software from, can open a case with Palo alto support. You should collect a tech support file from a few of the failed machines, and contact the vendor you work with. if you have the cleaner tool, it purges all of the files from the system, and uploads everything on the next reboot. The cleaner tool is version specific. Your vendor should be able to provide to you via Palo alto support.

[Meteo-Admin]

Efrancis you're right. But in the past our vendor always wanted money for his support. In the meantime i could update the most of our clients to the new version 7.0.2.42857.