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)