How To Upgrade the User-ID Credential Agent and User-ID Agent

Upgrade of the User-ID Credential Agent and User-ID Agent.

These steps are applicable if you are currently running any of the following versions or older:

• 9.0.6-101
• 9.1.5-108
• 10.0.7-104
• 10.1.2-104
• 10.2.4-107
• 11.0.1-104 

High-level steps

1. Back up the User-ID Credential Agent and User-ID Agent configuration  (Required) 
2. Install the User-ID Agent
3. Restore the User-ID Agent configuration
4. Install the User-ID Credential Agent
5. Confirm that the agents are running correctly 

Detailed steps

1. Back up the User-ID Credential Agent and User-ID Agent configuration
   1. On your Windows server, navigate to “C:\Program Files\Palo Alto Networks/User-ID Credential Agent”.
   2. Create a compressed archive of the contents of this folder and save the archive to a different location.
   3. Navigate to “C:\Program Files (x86)\Palo Alto Networks\User-ID Agent”.
   4. Create a compressed archive of the contents of this folder and save the archive to a different location.

Note: The paths specified above are the default installation locations. If you installed the User-ID Agent and/or User-ID Credential Agent in a different location on your server, back up the files from that path instead.

2. Download the User-ID Credential Agent and User-ID Agent installation files from the Customer Support Portal.
3. Click the “Exit” button to close the User-ID Agent application.

4. Stop the “User-ID Credential Agent” and “User-ID Agent” services
   1. Open the Services application on your Windows server.
   2. Locate the service named “User-ID Credential Agent”.
   3. Right-click the service and select “Stop” as shown in the screenshot below. 

1. 4. Follow the same steps for the service named “​​User-ID Agent”.

1. Install the User-ID Agent
   1. Open the Windows Start menu, right-click the Command Prompt program, and select “Run as Administrator”.
   2. From the command line, run the file you downloaded.
   3. For example, if you saved the file to the Desktop, enter the following:
      1. C:\Users\administrator.acme>cd Desktop
      2. C:\Users\administrator.acme\Desktop>UaInstall-<version>.msi 
   4. Follow the setup prompts to install the agent using the default settings.
   5. By default, the agent gets installed to “C:\Program Files(x86)\Palo Alto Networks”, but you can use the “Browse” button to select a different location.
   6. During installation you will see the pop-up window shown in the screenshot, which reminds you to perform the backup at step 1 above.
   7. Click “Yes”. When the installation completes, click “Close”. 

Note: During installation you may see a message similar to the one in the screenshot below. Open the “Services” application and stop the service mentioned in the message. Then click “Try Again” on the installation screen. 

2. Restore the User-ID Agent configuration
   1. From the backup you took at step 1, extract the following files:
      1. “UserIDAgentConfig.xml”
      2. Any custom certificate files. Please do not extract the default certificate files.
      3. Any other XML and TXT files present.
   2. The names of the files depend on your specific configuration.
   3. Place these files in “C:\Program Files(x86)\Palo Alto Networks”, or the location where you installed the User-ID Agent.
   4. Select the option to “Replace the file in the destination” if prompted. 

1. 5. Open the Services application, right-click the service named “User-ID Agent” and select “Restart” From the Windows Start menu,
   6. Open the User-ID Agent application and confirm it is running.

3. Install the User-ID Credential Agent 
   1. Open the Windows Start menu, right-click the Command Prompt program, and select “Run as Administrator”.
   2. From the command line, run the file you downloaded.
   3. For example, if you saved the file to the Desktop, enter the following:
      1. C:\Users\administrator.acme>cd Desktop
      2. C:\Users\administrator.acme\Desktop>UaCredInstall-<version>.msi
   4. Follow the setup prompts to install the agent using the default settings.
   5. By default, the agent gets installed to “C:\Program Files\Palo Alto Networks”, but you can use the “Browse” button to select a different location.
   6. When the installation completes, click “Close”. 
   7. If you see the error message in the screenshot below, open the “Services” application and stop the “User-ID Credential Agent” again.

Note: Due to a change in the Windows Operating System, at this step the “Credentials” tab will not appear on the User-ID Agent screen, under Setup -> Edit.

1. 8. Re-launch the Credential Agent installer from the command line, and select the option “Repair User-ID Credential Agent”.
   9. Click “Finish”. 

1. 10. Now the “Credentials” tab will appear correctly.

4. Confirm that the User-ID Agent and User-ID Credential Agent are running correctly
   1. Confirm that the User-ID Agent status is showing as “Agent is running”.

1. 2. Confirm that the User-ID Agent and User-ID Credential Agent services are running.