Self-healing activates when a user selects Report An Issue from Prisma Agent. The agent immediately applies local actions to restore the connection — fetching the latest configuration from the Endpoint Management platform and refreshing the connection to the last active gateway. At the same time, it uploads the user's diagnostics for AI-powered analysis. Based on the specific errors identified, the system may instruct the agent to apply additional actions, such as disabling and re-enabling the agent. If re-authentication to the Endpoint Manager is required, the agent signs the user out and prompts them to sign back in — an authentication window appears if your authentication method requires it. If the AI analysis finds no recognized error pattern, only local actions apply.

After remediation completes, a dialog prompts users to indicate whether the fix resolved the issue. The dialog auto-dismisses after 120 seconds if the user doesn't respond.

The uploaded diagnostics remain available in Endpoint Management for further investigation regardless of the remediation outcome.

Only one self-healing session runs at a time. If a user reports an issue while a session is already active, the new request is rejected until the current session completes or times out. The standard five-minute minimum interval between user-triggered Endpoint Insights sessions also applies to self-healing sessions.