User ID agent not starting.

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Palo Alto Networks Approved
Palo Alto Networks Approved
Community Expert Verified
Community Expert Verified

User ID agent not starting.

L1 Bithead

I am setting up backup user-id agent 8.1.10-2 on Windows 2016 Standard server.

I have given all the required access to the user-id agent admin account but its not working / refusing to start.

I am using the same credential on existing UID agent 7.0.8-13 running on Windows 2008 R2 and it runs fine.


I attaching error messgae when starting UID service and corresponding log generated in UID logs.







09/05/19 09:42:52:190[ Info 2357]: ------------Service is being started------------
09/05/19 09:42:52:190[ Info 2364]: Os version is 6.2.0.
09/05/19 09:42:52:190[Error 675]: Cannot open config reg log key with error 5(Access is denied.
09/05/19 09:42:52:190[Error 2382]: Start error -1!!
09/05/19 09:42:52:190[Error 764]: Device listening thread stops timeout


L0 Member

I have exactly the same issue on a Windows Server 2019 member server.  How was this issue resolved? @Nischal 

L0 Member


Please follow the instructions in the URL provided. It did resolve my issue. 

Cyber Elite
Cyber Elite

hey, please check if user-id is having administrator level access on the server. I have faced same issue and it was resolved by giving required access level to user-id on the server.


Do you mind sharing the details of your case file here?

L0 Member

L0 Member

The resolution in my case was to provision local admin rights to the service account.  I hope this helps. 

L0 Member

Hello Guys,

Facing same issue on my user-Id agent software. Unable to start the service. All the admin access are provided.

Any resolution ?

L0 Member

Please note that Palo Alto has a mistake in the latest versions of the documentation.


Step 1, Section 4, Bullet 1 - 

  • Run regedt32 and navigate to the Palo Alto Networks sub-tree in the following location: HKEY_LOCAL_MACHINE\Software\Palo Alto Networks 
It should read
  • Run regedt32 and navigate to the Palo Alto Networks sub-tree in the following location: HKEY_LOCAL_MACHINE\Software\WOW6432Node\Palo Alto Networks

This cost me about 4 hours this evening trying to figure out why I was getting the same "Cannot open config reg log key with error 5(Access is denied." error. Hopefully it saves someone else some time in the future. The other article referenced above does say it could be "EITHER" of these two locations. However, for me that was incorrect. I stopped looking when I found the first location, but both registry locations actually existed. The first one is related to Global Protect and appears to have no effect on the User ID Agent service. I am running it by only setting permissions on the second location I provided.

I willl attempt to contact Palo Alto Networks to have them update the official documentation. 

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