Agent Fails to Install
In most cases, failed ThreatDefence agent installations occur due to connectivity issues or the installation being blocked by Endpoint Detection & Response (EDR) software. This guide outlines the most common causes and steps to resolve them.
1. Verify You Are Using the Latest Agent
Always download the latest version of the agent from the ThreatDefence portal: https://portal.threatdefence.io/deployment/endpoint-agent
2. Check System and Network Requirements
Review the System and Network Requirements section in the portal: https://portal.threatdefence.io/deployment/endpoint-agent
Ensure your system meets the minimum OS and hardware requirements.
Verify that all provided IP addresses and hostnames are whitelisted on your perimeter firewall and/or proxy.
On some enterprise firewalls (such as Palo Alto), SSL decryption can block traffic. You may need to add exceptions to SSL inspection policies. Example for Palo Alto decryption exclusions: https://docs.paloaltonetworks.com/network-security/decryption/administration/decryption-exclusions/palo-alto-networks-predefined-decryption-exclusions#idfe9d8ac4-9a24-4cc0-a616-1f3092de7c6f
3. Exclude ThreatDefence Agent from EDR or Antivirus
Some Endpoint Protection platforms may interfere with agent installation or operation.
Add exclusions in your EDR or antivirus (e.g., Microsoft Defender, CrowdStrike) for:
C:\Program Files\TDAgent*`4. Remove Older Agent Versions (If Applicable)
If an older ThreatDefence agent was previously installed, installation may fail until remnants are removed.
Use the official cleanup tool before reinstalling: here
5. Collect Required Logs for Support
If the installation still fails after performing the above checks, please gather the following information and attach it to your support ticket:
Tenant name
Agent name
Operating system
MSI installation log
Agent log (
C:\ProgramData\TDagent)Error code or screenshot (if it was an interactive install)
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