Troubleshooting
Palo Alto Networks
Panorama™ Administrator’s Guide
Version 6.0
Copyright © 2007-2015 Palo Alto Networks
Contact Information
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About this Guide
This guide describes how to set up and use Panorama for centralized management; it is intended for administrators who
want the basic framework to quickly set up the Panorama virtual appliance or the M-100 appliance for centralized
administration of Palo Alto Networks firewalls.
If you have a M-100 appliance, this guide takes over after you complete rack mounting your M-100 appliance.
For more information, refer to the following sources:

For instructions on configuring the features on the firewall, go to PAN-OS Administrator's Guide. The Palo Alto
Networks Administrator's Guide will also help you with Panorama configuration items that are similar to the firewall
and are not covered in this guide.

For information on the additional capabilities and for instructions on configuring the features on the firewall, refer
to https://www.paloaltonetworks.com/documentation.

For access to the knowledge base, discussion forums, and videos, refer to https://live.paloaltonetworks.com.

For contacting support, for information on support programs, to manage your account or devices, or to open a
support case, refer to https://www.paloaltonetworks.com/support/tabs/overview.html.

For the most current PAN-OS and Panorama 6.0 release notes, go to
https://www.paloaltonetworks.com/documentation/60/pan-os/pan-os-6-0-release-notes.html.
To provide feedback on the documentation, please write to us at: documentation@paloaltonetworks.com.
Palo Alto Networks, Inc.
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© 2007–2016 Palo Alto Networks, Inc. Palo Alto Networks is a registered trademark of Palo Alto Networks. A list of our trademarks can be
found at http://www.paloaltonetworks.com/company/trademarks.html. All other marks mentioned herein may be trademarks of their
respective companies.
Revision Date: January 19, 2016
2 • Panorama 6.0 Administrator’s Guide
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Troubleshooting
This section addresses the following Panorama issues:

Why does the template commit fail?

Why is Panorama running a File System Integrity check?

Is there a separate connection for forwarding logs to Panorama?

Why does the log storage capacity for the collector group read 0 MB?

Why is Panorama in a suspended state?

Where do I view task completion status?

What ports are used by Panorama?

How do I modify the maximum number of images that can be downloaded?

How do I recover from a split brain when Panorama is configured in a high availability set up?

How do I replace Panorama or a managed device in the event of a hardware failure/RMA?

When and why does the metadata need to be regenerated for a RAID pair?
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Why does the template commit fail?
Troubleshooting
Why does the template commit fail?
A template commit could fail because of the following reasons:


Capability mismatch: When configuring a template, the following options are available: multiple virtual
systems capability, VPN mode, and operational mode.
–
If the check box for multiple virtual systems capability is selected, a template commit failure will occur
when you push the template to devices that are not capable of or enabled for multiple virtual systems
functionality.
To resolve the error, edit the template in the Panorama > Templates tab, and clear the check box for
Virtual systems.
–
If VPN-related configuration options are pushed to devices that are hard coded to disallow VPN
configuration.
To resolve the error, edit the template in the Panorama > Templates tab, and enable the check box for
VPN Disable Mode.
–
If the operational mode enabled on the device and that on the template are different. For example, if
the managed device is enabled for FIPS mode and the template is defined for normal mode.
To resolve the error, edit the template in the Panorama > Templates tab and verify that the Operational
mode selection is correct.
The managed device is not enabled for receiving template and device group changes from Panorama. This
happens when the ability to receive template and device groups configuration changes has been disabled on
the firewall.
To resolve the error, access the web interface of the device, select Device > Setup, edit the Panorama Settings,
and click the Enable Device and Network Template and Enable Panorama Policy and Objects buttons.
Why is Panorama running a File System Integrity check?
Panorama periodically performs a file system integrity check (FSCK) to prevent corruption of the Panorama
system files. This check occurs after eight reboots or at a reboot that occurs 90 days after the last FSCK was
executed. If Panorama is running a FSCK, the web interface and SSH login screens will display a warning to
indicate that an FSCK is in progress. You cannot log in until this process completes. The time to complete this
process varies by the size of the storage system; depending on the size, it can take several hours before you can
log back in to Panorama.
To view the progress on the FSCK, set up console access to Panorama and view the status.
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Troubleshooting
Is there a separate connection for forwarding logs to Panorama?
Is there a separate connection for forwarding logs to Panorama?
No, Panorama uses TCP port 3978 for connecting to the firewalls.
For PAN-OS 4.x the SSL connection from the firewall to Panorama connects over TCP port 3978. This is a
bi-directional connection where the logs are forwarded from the firewall to Panorama; and configuration
changes are pushed from Panorama to the managed devices. Context switching commands are sent over the
same connection.
For PAN-OS 5.0 and later, and only in a Distributed Log Collection architecture with dedicated Log Collectors,
the firewalls manage two SSL connections. One connection is for Panorama management, and the other
connection is to the Log Collector. Both connections use the same port: TCP port 3978.
Why does the log storage capacity for the collector group read 0 MB?
The log storage capacity for the Collector Group might display as 0MB if the disk pairs are not enabled for
logging. You must select the Log Collector and enable the disk pairs for logging in the Panorama > Managed
Collectors tab; for instructions, see Step 8 in the Add a Log Collector to Panorama section.
To verify that the disks are enabled and available for log storage, select Panorama > Managed Collectors tab and
verify that the Log Collector displays as Connected and that the Configuration Status displays as In sync.
Why is Panorama in a suspended state?
If Panorama is in a suspended state, check for the following conditions:

Verify that the serial number on each Panorama virtual appliance is unique. If the same serial number is used
to create two or more instances of Panorama, all instances using the same serial number will be suspended.

Verify that you have set the HA priority setting on one peer as Primary and the other as Secondary. If the
priority setting is identical on both peers, the Panorama peer with a higher numerical value in serial number
is placed in a suspended state.

Verify that both Panorama HA peers are running the same Panorama version (major and minor version
number).
Where do I view task completion status?
Use the Task Manager link in the bottom right-side corner of the Panorama web interface to view the success
or failure of a task. It also includes a detailed message to help debug an issue. For details, see View Task
Completion History.
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What ports are used by Panorama?
Troubleshooting
What ports are used by Panorama?
In order to make sure that Panorama is able to communicate with the managed device(s), managed log
collector(s) and with its peer in an HA configuration, use the following table to verify the ports that you must
open on your network:
Communicating Devices &
Ports Used (5.0 and
5.1)
Ports Used
(6.0)
Description
28
28
For HA connectivity and
synchronization if encryption is
enabled.
Direction of Connection
Establishment
Panorama and Panorama (HA)
Direction: Each peer initiates its own
connection to the other
Panorama and managed firewalls
28769 and 28260 (5.1) 28260 and
28769 and 49160 (5.0) 28769
For HA connectivity and
synchronization if encryption is not
enabled.
3978
3978
A bi-directional connection where
the logs are forwarded from the
firewall to Panorama; and
configuration changes are pushed
from Panorama to the managed
devices. Context switching
commands are sent over the same
connection.
3978
3978
For management and log
collection/reporting.
Direction: Initiated by the firewall
Panorama and Log Collector
Used for communication between
the default log collector on a
Panorama in Panorama mode, and
for communicating with log
collectors in a DLC architecture.
Direction: Initiated by the log collector
Log Collector to Log Collector
49190
28270
For distributing blocks and all
binary data between log collectors.
Direction: Each log collector initiates a
connection to the other log collectors in
the collector group
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Troubleshooting
How do I modify the maximum number of images that can be downloaded?
How do I modify the maximum number of images that can be downloaded?
On Panorama, you can download (or manually upload) software images and content updates for centrally
managing updates on the managed devices and for local use on Panorama.

The images/updates required for local use on Panorama are PAN-OS images and content updates for
Antivirus, Applications or Application and Threats, and WildFire.

The images/updates required for managed devices are PAN-OS images, content updates for Antivirus,
Applications or Application and Threats, WildFire, and GlobalProtect; URL database (Bright Cloud or
PAN-DB).
The amount of space available to store these images is not user configurable, and when 90% of the alloted
storage space on Panorama is reached, you are alerted to free up space (delete stored images) for new
downloads/uploads.
The maximum number of images is a global setting that applies to all the images and content stored on
Panorama, and can only be configured using the CLI. The default value is 5 images of each type; you cannot set
a count by image/content type.
Managing storage space allocated for images on Panorama
• Modify the maximum number of images stored Access the CLI on Panorama and enter the following
on Panorama.
command:
set max-num-images count x , where x can be a
number between 2 and 64.
• View the number of images that are stored on
Panorama.
Enter the following CLI command:
• Delete images to free up space on Panorama.
Use the following commands:
show max-num_images
You can perform this task using the web interface • To delete software images by filename or version:
or the CLI.
delete software image <filename>
delete software version <version_number>
• To delete content updates:
delete content update <filename>
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How do I recover from a split brain when Panorama is configured in a high availability set up?
Troubleshooting
How do I recover from a split brain when Panorama is configured in a high
availability set up?
When Panorama is configured in a high availability (HA) setup, the managed devices are connected to both the
active and passive Panorama HA peers. When the connection between the active and the passive Panorama
peers fails, before the passive Panorama takes over as the active peer it checks whether any device is connected
to both the active and the passive peer. If even one device is connected to both peers, the failover is not
triggered.
In the rare event that a failover is triggered when a set of firewalls are connected to the active peer and a set of
firewalls are connected to the passive peer, but none of the firewalls are connected to both peers, it is called a
split brain. When a split brain occurs, the following conditions occur:

neither Panorama peer is aware of the state nor the HA role of the other peer.

both the Panorama peers become active and manage a unique set of firewalls.
To resolve a split brain, debug your network issues and restore connectivity between the Panorama HA peers.
However, if you need to make configuration changes to your firewalls without restoring the connection between
the peers, here are a couple of options:

Manually add the same configuration changes on the both the Panorama peers. This ensures that when the
link is reestablished the configuration is in sync.

If you need to add/change the
configuration at only one Panorama
location, make the changes and sync the
configuration (make sure that you initiate
the sync from the peer on which you
made the changes) when the link between
the Panorama peers is re-established.

If you need to add/change the
configuration for only the connected
devices at each location, you can make
configuration changes independently on
each Panorama peer. Because the peers
are disconnected, there is no replication
and each peer now has completely different configuration file (they are out of sync). Therefore, to ensure
that the configuration changes on each peer are not lost when the connection is restored, you cannot allow
the configuration to be automatically re-synchronized. To solve this problem, export the configuration from
each Panorama peer and manually merge the changes using an external diff and merge tool. After the changes
are integrated, you can import the unified configuration file on the primary Panorama and then synchronize
the imported configuration file with the peer.
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Troubleshooting
How do I replace Panorama or a managed device in the event of a hardware failure/RMA?
How do I replace Panorama or a managed device in the event of a hardware
failure/RMA?

How do I recover the logs from an M-100 appliance in Log Collector mode?

How do I recover logs from an M-100 appliance in Panorama mode?

How do I recover logs from Panorama (VM or M-100) that is not deployed in HA?

How do I replace a managed device with a replacement device (RMA of the firewall)?
How do I recover the logs from an M-100 appliance in Log Collector mode?
If you need to replace an M-100 appliance in Log Collector mode (Dedicated Log Collector), you can migrate
the logs it collected from firewalls by moving its RAID disks to a new M-100 appliance. This enables you to
recover logs after a system failure on the M-100 appliance. This procedure applies whether the Panorama
management server that manages the Dedicated Log Collector is a Panorama virtual appliance or an M-100
appliance in Panorama mode.
Migrate Logs to a New M-100 Appliance in Log Collector Mode
Step 1
Perform initial setup of the new M-100
appliance in Log Collector mode.
1.
2.
3.
4.
Rack mount the M-100 appliance. Refer to the M-100
Appliance Hardware Reference Guide for instructions.
Perform Initial Configuration of the M-100 appliance.
Register Panorama.
Transfer licenses as follows:
a. Log in to the Customer Support Portal.
b. Select the Assets tab and click the Spares link.
c. Click the Serial Number of the new M-100 appliance.
d. Click Transfer Licenses.
e. Select the old M-100 appliance and click Submit.
5.
6.
7.
Activate/Retrieve the Licenses.
Install Content and Panorama Software Updates.
Set Up the M-100 Appliance in Log Collector Mode.
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How do I replace Panorama or a managed device in the event of a hardware failure/RMA?
Troubleshooting
Migrate Logs to a New M-100 Appliance in Log Collector Mode (Continued)
Step 2
On the Panorama management server,
1.
add the new Log Collector as a managed
collector.
For all steps with commands that
require a device serial number, you
must type the entire serial number;
2.
pressing the Tab key won’t
complete a partial serial number.
Configure the Log Collector as a managed collector using the
Panorama web interface or using the following CLI commands:
configure
set log-collector <LC_serial_number> deviceconfig
system hostname <LC_hostname>
exit
Verify that the Log Collector is connected to Panorama and that
the status of its disk pairs is present/available.
show log-collector serial-number <log-collector_SN>
3.
The disk pairs will display as disabled at this stage of the
restoration process.
Commit your changes to Panorama. Don’t commit the changes
to the Collector Group just yet.
configure
commit
exit
Step 3
Remove the RAID disks from the old Log 1.
Collector.
2.
Power off the old Log Collector by pressing the Power button
until the system shuts down.
Remove the disk pairs. For details, refer to the disk replacement
procedure in the M-100 Appliance Hardware Reference Guide.
Step 4
Prepare the disks for migration.
1.
Insert the disks into the new Log Collector. For details, refer to
the disk replacement procedure in the M-100 Appliance
Hardware Reference Guide.
You must maintain the disk pair association. Although
you can place a disk pair from slot A1/A2 on the old
appliance into slot B1/B2 on the new appliance, you
must keep the disks together in the same slot; otherwise,
Panorama might not restore the data successfully.
Enable the disk pairs by running the following CLI command
for each pair:
Generating the metadata for each
disk pair rebuilds the indexes.
Therefore, depending on the data
size, this process can take a long
time to complete. To expedite the
process, you can launch multiple
CLI sessions and run the metadata
regeneration command in each
2.
session to complete the process
simultaneously for every pair. For
details, see When and why does the
metadata need to be regenerated
for a RAID pair?
3.
request system raid add <slot> force no-format
For example:
request system raid add A1 force no-format
request system raid add A2 force no-format
The force and no-format arguments are required. The force
argument associates the disk pair with the new Log Collector.
The no-format argument prevents reformatting of the drives
and retains the logs stored on the disks.
Generate the metadata for each disk pair.
request metadata-regenerate slot <slot_number>
For example:
request metadata-regenerate slot 1
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Troubleshooting
How do I replace Panorama or a managed device in the event of a hardware failure/RMA?
Migrate Logs to a New M-100 Appliance in Log Collector Mode (Continued)
Step 5
Migrate the logs.
1.
You must use the Panorama CLI
for this step, not the web interface.
You must assign the new Log
Collector to the Collector Group
that contains the old Log
Collector.
Assign the new Log Collector to the Collector Group and
commit your changes to Panorama.
configure
set log-collector-group <collector_group_name>
logfwd-setting collectors <new_LC_serial_number>
commit
exit
2.
For each disk pair, migrate the logs from the old Log Collector
to the new Log Collector and attach the disk pair to the new
Log Collector.
request log-migration from <old_LC_serial_number>
old-disk-pair <log_disk_pair> to
<new_LC_serial_number> new-disk-pair
<log_disk_pair>
For example:
request log-migration from 003001000010
old-disk-pair A to 00300100038 new-disk-pair A
Step 6
Reconfigure the Collector Group.
1.
2.
Use the web interface to assign the new Log Collector to the
firewalls that forward logs (Panorama > Collector Groups >
Device Log Forwarding). Give the new Log Collector the same
priority in the firewall preference lists as the old Log Collector.
You use the web interface to perform this step because
no CLI command can change the priority assignments
of firewall preference lists.
Delete the old Log Collector from the Collector Group.
configure
delete log-collector-group <group_name>
logfwd-setting collectors <old_LC_serial_number>
For example:
delete log-collector-group DC-Collector-Group
logfwd-setting collectors 003001000010
3.
Delete the old Log Collector from the Panorama configuration
and commit your changes to Panorama.
delete log-collector <old_LC_serial_number>
commit
exit
4.
Commit the Collector Group changes so that the managed
firewalls can send logs to the new Log Collector.
commit-all log-collector-config
log-collector-group <collector_group_name>
For example:
commit-all log-collector-config
log-collector-group DC-Collector-Group
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How do I replace Panorama or a managed device in the event of a hardware failure/RMA?
Troubleshooting
How do I recover logs from an M-100 appliance in Panorama mode?
If you need to replace an M-100 appliance in Panorama mode (Panorama management server), you can migrate
the logs it collected from firewalls by moving its RAID disks to a new M-100 appliance, but only if Panorama
is deployed in a high availability (HA) configuration. Moving the disks enables you to recover logs after a system
failure on the M-100 appliance.
This migration procedure covers the following scenarios:

One Panorama in the pair is configured as a managed Log Collector and is receiving logs from the managed
firewalls.

Both Panorama peers are managed Log Collectors that belong to one Collector Group (Note that this is not
a recommended deployment).

Each Panorama is configured as a managed collector and assigned to separate Collector Groups (Log
Collector Group1 and Log Collector Group2).
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Troubleshooting
How do I replace Panorama or a managed device in the event of a hardware failure/RMA?
Restore Logs from an M-100 appliance in Panorama Mode (and in an HA set up)
Step 1
Forward any logs on the SSD of the old Enable Log Forwarding to External Destinations.
M-100 appliance to an external
destination if you want to preserve them.
The SSD stores only the System and
Config logs that Panorama and Log
Collectors generate. You cannot move the
SSD between M-100 appliances.
Step 2
Remove the RAID disks from the old
M-100 appliance.
1.
2.
Step 3
Perform initial setup of the new M-100
appliance.
1.
2.
3.
4.
Power off the old M-100 appliance by pressing the Power
button until the system shuts down.
Remove the disk pairs. For details, refer to the disk replacement
procedure in the M-100 Appliance Hardware Reference Guide.
Rack mount the M-100 appliance. Refer to the M-100
Appliance Hardware Reference Guide for instructions.
Perform Initial Configuration of the M-100 appliance.
Register Panorama.
Transfer licenses as follows:
a. Log in to the Customer Support Portal.
b. Select the Assets tab and click the Spares link.
c. Click the Serial Number of the new M-100 appliance.
d. Click Transfer Licenses.
e. Select the old M-100 appliance and click Submit.
5.
6.
7.
Activate/Retrieve the Licenses.
Install Content and Panorama Software Updates.
Set the HA priority. The new M-100 appliance must have the
same priority as the HA peer you are replacing.
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How do I replace Panorama or a managed device in the event of a hardware failure/RMA?
Troubleshooting
Restore Logs from an M-100 appliance in Panorama Mode (and in an HA set up) (Continued)
Step 4
Prepare the disks for migration.
1.
Generating the metadata for each
disk pair rebuilds the indexes.
Therefore, depending on the data
size, this process can take a long
time to complete. To expedite the
process, you can launch multiple
CLI sessions and run the metadata
regeneration command in each
2.
session to complete the process
simultaneously for every pair. For
details, see When and why does the
metadata need to be regenerated
for a RAID pair?
3.
Insert the disks into the new M-100 appliance. For details, refer
to the disk replacement procedure in the M-100 Appliance
Hardware Reference Guide.
You must maintain the disk pair association. Although
you can place a disk pair from slot A1/A2 on the old
appliance into slot B1/B2 on the new appliance, you
must keep the disks together in the same slot; otherwise,
Panorama might not restore the data successfully.
Enable the disk pairs by running the following CLI command
for each pair:
request system raid add <slot> force no-format
For example:
request system raid add A1 force no-format
request system raid add A2 force no-format
The force and no-format arguments are required. The force
argument associates the disk pair with the new appliance. The
no-format argument prevents reformatting of the drives and
retains the logs stored on the disks.
Generate the metadata for each disk pair.
request metadata-regenerate slot <slot_number>
For example:
request metadata-regenerate slot 1
4.
Synchronize the configuration of the M-100 appliance HA
peers.
request high-availability sync-to-remote
running-config
Step 5
Configure the local Log Collector on the 1.
new M-100 appliance.
For all steps with commands that
require a device serial number, you
must type the entire serial number;
pressing the Tab key won’t
complete a partial serial number.
Don’t enable the disks on the new M-100
appliance at this point. When you
successfully migrate the logs, Panorama
automatically enables the disks.
Configure the local Log Collector as a managed collector using
the Panorama web interface or using the following CLI
commands:
configure
set log-collector <log-collector_SN> deviceconfig
system hostname <log-collector-hostname>
exit
2.
Verify that the local Log Collector is connected to Panorama
and that the status of its disk pairs is present/available.
show log-collector serial-number <log-collector_SN>
3.
The disk pairs will display as disabled at this stage of the
restoration process.
Commit your changes to Panorama. Don’t commit the changes
to the Collector Group just yet.
configure
commit
188 • Panorama 6.0 Administrator’s Guide
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© Palo Alto Networks, Inc.
Troubleshooting
How do I replace Panorama or a managed device in the event of a hardware failure/RMA?
Restore Logs from an M-100 appliance in Panorama Mode (and in an HA set up) (Continued)
Step 6
Migrate the logs.
1.
You must use the Panorama CLI
for this step, not the web interface.
You must assign the local Log
Collector of the new M-100
appliance to the Collector Group
that contains the local Log
Collector of the old M-100
appliance.
Add the new local Log Collector as a member of the Collector
Group and commit your changes to Panorama.
set log-collector-group <collector_group_name>
logfwd-setting collectors <SN_managed_collector>
commit
2.
The old local Log Collector still appears in the list of members,
because you didn’t yet delete it from the configuration.
For each disk pair, migrate the logs to the new appliance.
request log-migration from <old_LC_serial_number>
old-disk-pair <log_disk_pair> to
<new_LC_serial_number> new-disk-pair
<log_disk_pair>
For example:
request log-migration from 003001000010
old-disk-pair A to 00300100038 new-disk-pair A
3.
Commit the changes to Panorama.
commit
Step 7
Reconfigure the Collector Group.
1.
2.
Use the web interface to assign the new Log Collector to the
firewalls that forward logs (Panorama > Collector Groups >
Device Log Forwarding). Give the new Log Collector the same
priority in the firewall preference lists as the old Log Collector.
You use the web interface to perform this step because
no CLI command can change the priority assignments
of firewall preference lists.
Delete the old Log Collector from the Collector Group.
delete log-collector-group <group_name>
logfwd-setting collectors <old_LC_serial_number>
For example:
delete log-collector-group DC-Collector-Group
logfwd-setting collectors 003001000010
3.
Delete the old Log Collector from the Panorama configuration
and commit your changes to Panorama.
delete log-collector <old_LC_serial_number>
commit
exit
4.
Commit the Collector Group changes so that the managed
firewalls can send logs to the new Log Collector.
commit-all log-collector-config
log-collector-group <collector_group_name>
For example:
commit-all log-collector-config
log-collector-group DC-Collector-Group
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How do I replace Panorama or a managed device in the event of a hardware failure/RMA?
Troubleshooting
How do I recover logs from Panorama (VM or M-100) that is not deployed in HA?
If a system failure occurs on a Panorama server that is managing one or more dedicated Log Collectors and the
Panorama server is not deployed in a high availability (HA) configuration, use this procedure to restore the
configuration on the replacement Panorama and regain access to the logs on the managed Log Collectors.
To manage data, Panorama maintains a ring file that maps the segments and partitions used for storing logs on
the Log Collector. This ring file is stored to the internal SSD on an M-100 appliance or on the internal disk of
the Panorama virtual appliance that manages the Log Collector(s). When Panorama is not configured in HA and
a system failure occurs, the ring file cannot be automatically recovered. Therefore, when you replace Panorama,
in order to access the logs on the managed Collectors, you must restore the ring file.
As a best practice, Palo Alto Networks recommends deploying Panorama in an HA configuration.
When deployed in HA, the primary Panorama peer that manages the log collector(s) stores the
ring file to its internal storage (SSD of an M-100 or the internal disk of the Panorama VM). This
ring file is then automatically synced to the secondary/passive Panorama peer and the ability to
access logs on the managed log collector(s) is maintained automatically.
Restore the configuration and logs from Panorama
Step 1
Perform initial setup of the new M-100
appliance.
1.
2.
3.
4.
Rack mount the M-100 appliance. Refer to the M-100
Appliance Hardware Reference Guide for instructions.
Perform Initial Configuration of the M-100 appliance.
Register Panorama.
Transfer licenses as follows:
a. Log in to the Customer Support Portal.
b. Select the Assets tab and click the Spares link.
c. Click the Serial Number of the new M-100 appliance.
d. Click Transfer Licenses.
e. Select the old M-100 appliance and click Submit.
5.
6.
7.
Step 2
Activate/Retrieve the Licenses.
Install Content and Panorama Software Updates.
Set the HA priority. The new M-100 appliance must have the
same priority as the HA peer you are replacing.
Restore the configuration from the old
Restore the configuration from the old Panorama server to the new
Panorama to the replacement Panorama. server.
Panorama > Setup > Operations.
This task assumes that you have followed 1. Select
2. Click Import named Panorama configuration snapshot,
the recommendation to back up and
Browse to locate the saved file, and click OK.
export your Panorama configuration in
order to recover from a system failure.
3. Click Load named Panorama configuration snapshot and
select the version you just imported.
4. Click Commit and in the Commit Type select Panorama. Click
OK.
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Troubleshooting
How do I replace Panorama or a managed device in the event of a hardware failure/RMA?
Restore the configuration and logs from Panorama (Continued)
Step 3
Verify that connection to the managed
collector(s) is restored.
Select Panorama > Managed Collectors and check that the
managed collectors are connected.
If the managed collectors don’t appear, this indicates that you do not
have the most recent Panorama configuration. Your configuration
snapshot was taken before the managed Log Collector/Collector
Group configuration was implemented on Panorama. For
reconfiguring the managed Log Collector/Collector Group
configuration, see Step 5.
Step 4
Fetch the ring file to restore access to the 1.
logs stored on the managed collector.
2.
Access the CLI on Panorama.
Enter the following command to fetch the ring file:
request fetch ring from log-collector
<serial_number>
For example:
request fetch ring from log-collector 009201000343
3.
Commit your changes to the Collector Group.
commit-all log-collector-config
log-collector-group <log_collector_group_name>
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How do I replace Panorama or a managed device in the event of a hardware failure/RMA?
Troubleshooting
Restore the configuration and logs from Panorama (Continued)
Step 5
Add the default local managed collector.
1.
Required if the managed collector
configuration is missing on Panorama.
Access the CLI on the managed collector and enter the
following commands to view the last entries in the log. These
command allow you to verify the name of the managed
collector that you must define on Panorama.
a. Enter the command:
request fetch ring from log-collector
<serial_number>
The following error will display:
Server error: Failed to fetch ring info from
<serial_number>
b. Enter the command:
less mp-log ms.log
The following error will display:
Dec04 11:07:08 Error:
pan_cms_convert_resp_ring_to_file(pan_ops_cms.c:
3719): Current configuration does not contain
group CA-Collector-Group
The error message indicates that the missing Collector
Group has the name CA-Collector-Group.
2.
Create the Collector Group on Panorama, and add the
managed collector as a member of this Collector Group.
set log-collector-group CA-Collector-Group
set log-collector-group CA-Collector-Group
logfwd-setting collector 009201000343
3.
4.
Commit the changes to Panorama. Do not commit to Collector
group at this point.
Fetch the fetch the ring file from the Log Collector using the
command:
request fetch ring from log-collector
<serial_number>
5.
Commit the changes to the Collector Group.
commit-all log-collector-config
log-collector-group <log_collector_group_name>
How do I replace a managed device with a replacement device (RMA of the firewall)?
(Use this process to replace a Return Merchandise Authorization (RMA) device)
To minimize the effort required to restore the configuration on a managed device on a Return Merchandise
Authorization (RMA), you can replace the serial number of the old device with that of the new/replacement
device on Panorama. To then restore the configuration on the replacement device, you can either import a
device state that you have previously generated and exported from the device or you can use Panorama to
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Troubleshooting
How do I replace Panorama or a managed device in the event of a hardware failure/RMA?
generate a partial device state for managed devices running PAN-OS v5.0 and later versions. The partial device
state that you create replicates the configuration of the managed devices with a few exceptions for Large Scale
VPN (LSVPN) setups. It is created by combining two facets of the configuration on a managed device:

Centralized configuration managed by Panorama: Panorama maintains a snapshot of the shared policies and
templates pushed from Panorama.

Local configuration on the device: When a configuration change is committed, each device sends a copy of
its local configuration file to Panorama. This file is stored on Panorama and is used to compile the partial
device state bundle.
In an LSVPN setup, the partial device state bundle that you generate on Panorama is not
the same as the version that you can export using the Export device state operation from
the Device > Setup > Operations tab on the firewall. If you have manually run the device
state export or have scheduled an XML API script to export the file to a remote server,
you can use the exported device state in your device replacement workflow below.
If you have not exported the device state, the device state that you generate in this
workflow will not include the dynamic configuration information, such as the certificate
details and registered devices, that is required to restore the complete configuration of a
device functioning as an LSVPN portal. See Before you Begin for more information.
The device state is not stored on Panorama; it is generated on request using the CLI commands listed in Restore
the Configuration on the New Device. By replacing the serial number and importing the device state, you can
resume managing the device using Panorama.
Before you Begin

The managed device (that was replaced) must have been on PAN-OS v5.0.4 and later version. Panorama
cannot generate the device state for devices running older PAN-OS versions.

Make note of the following details on the old device:

–
Serial number: You will need to enter the serial number on the Support portal to transfer the licenses
from the old device to your replacement device. You will also enter this information on Panorama, to
replace all references to the older serial number with the serial number of the replacement device.
–
(Recommended) PAN-OS version and the content database version: Installing the same software
and content database versions, including the URL database vendor allows you to create the same state
on the replacement device. If you decide to install the latest version of the content database, you may
notice differences because of updates and additions to the database. To verify the versions installed on
the device, access the device system logs stored on Panorama.
Prepare the replacement device for deployment. Before you import the device state bundle and restore the
configuration, you must:
–
Verify that the replacement device is of the same model and is enabled for similar operational capability.
Consider the following operational features: does it need to be enabled for multi- virtual systems,
support jumbo frames, or enabled to operate in CC or FIPS mode?
–
Configure network access, transfer the licenses, and install the appropriate PAN-OS version and the
content database version.
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How do I replace Panorama or a managed device in the event of a hardware failure/RMA?
Troubleshooting

You must use the Panorama CLI to complete this device replacement process. This CLI-based workflow is
available for the superuser and panorama-admin user roles.

If you have an LSVPN configuration, and are replacing a Palo Alto Networks firewall deployed as a satellite
device or as an LSVPN portal, the dynamic configuration information that is required to restore LSVPN
connectivity will not be available when you restore the partial device state generated on Panorama. If you
have been following the recommendation to frequently generate and export the device state for devices in
an LSVPN configuration, use the device state that you have previously exported from the device itself
instead of generating one on Panorama.
If you have not manually exported the device state from the device, and need to generate a partial device
state on Panorama, the missing dynamic configuration impacts the device replacement process as follows:
–
If the device you are replacing is a portal device that is explicitly configured with the serial number
of the satellite devices (Network > GlobalProtect > Portals > Satellite Configuration), when
restoring the device configuration, although the dynamic configuration is lost, the portal device will be
able to authenticate the satellite devices successfully. The successful authentication will populate the
dynamic configuration information and LSVPN connectivity will be reinstated.
–
If you are replacing a satellite device, the satellite device will not be able to connect and authenticate
to the portal. This connection failure occurs either because the serial number was not explicitly
configured on the device (Network > GlobalProtect > Portals > Satellite Configuration) or
because although the serial number was explicitly configured, the serial number of the replaced device
does not match that of the old device. To restore connectivity, after importing the device state bundle,
the satellite administrator must log in to the device and enter the credentials (username and password)
for authenticating to the portal. When this authentication occurs, the dynamic configuration required
for LSVPN connectivity is generated on the portal.
However, if the device was configured in a high availability configuration, after restoring the configuration,
the device will automatically synchronize the running configuration with its peer and attain the latest
dynamic configuration required to function seamlessly.
Restore the Configuration on the New Device
Use the following workflow to restore the device configuration.
Restore the Device Configuration
Tasks on the new firewall:
Use the CLI for a more streamlined workflow.
Step 1
Use a serial port connection or an SSH connection to add an IP
address, a DNS server IP address, and to verify that the device can
access the Palo Alto Networks updates server.
Perform initial configuration and verify
network connectivity.
For instructions, refer to the PAN-OS Administrator’s Guide.
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Troubleshooting
How do I replace Panorama or a managed device in the event of a hardware failure/RMA?
Restore the Device Configuration (Continued)
Step 2
(Optional) Set the operational mode to
match that on the old device.
A serial port connection is required for
this task.
1.
2.
3.
Enter the following CLI command to access maintenance mode
on the device:
debug system maintenance-mode
To boot into the maintenance partition, enter maint during the
boot sequence.
Select the operational mode as Set FIPS Mode or Set
CCEAL 4 Mode from the main menu.
Step 3
Retrieve the license(s).
Enter the following command to retrieve your licenses:
request license fetch
Step 4
(Optional) Match the operational state of Enter the commands that pertain to your device settings:
the new device with that of the old device.
set system setting multi-vsys on
For example, enable multi-virtual system
set system setting jumbo-frame on
(multi-vsys) capability for a device that
was enabled for multi-vsys capability.
Step 5
Upgrade the PAN-OS version on the
device.
Enter the following commands:
1. To upgrade the content database version:
request content upgrade download
You must upgrade to the same OS and
<xxx-xxxx>
content database version that installed on
2. To install the content database version that you downloaded:
the old device.
request content upgrade install version
<xxx-xxxx>
3. To upgrade the PAN-OS software version:
request system software download
version 5.x.x
4. To install the content database version that you downloaded:
request system software install version
5.x.x
Tasks on the Panorama CLI:
You cannot perform these tasks on the Panorama web interface.
(Skip this step if you have manually exported the
device state from your firewall, and go to Step 8)
Enter one of the following commands:
scp export device-state device <new
serial#> to <login> @ <serverIP>: <path>
or,
tftp export device-state device <new
serial#> to <login> @ <serverIP>: <path>
Step 6
Export the device state bundle to a
computer using SCP or TFTP.
The export command generates the
device state bundle as a tar zipped file and
exports it to the specified location. This
device state will not include the LSVPN
dynamic configuration (satellite
information and certificate details).
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How do I replace Panorama or a managed device in the event of a hardware failure/RMA?
Troubleshooting
Restore the Device Configuration (Continued)
Step 7
Replace the serial number of the old
1. Enter the following command in operational mode:
device with that of the new replacement
replace device old <old SN#> new <new
device on Panorama.
SN#>
2. Go in to configuration mode and commit your changes.
By replacing the serial number on
configure
Panorama you allow the new device to
commit
connect to Panorama after you restore
3. Exit configuration mode.
the configuration on the device.
exit
Tasks on the new firewall:
You can use the firewall web interface to perform these tasks.
Step 8
1.
2.
Import the device state and commit the
changes on the device.
3.
4.
5.
Access the web interface of the device.
Select Device > Setup > Operations and click the Import Device
State link in the Configuration Management section.
Browse to locate the file and click OK.
Click Commit to save you changes to the running configuration
on the device.
To confirm that the device state restored includes the references
to Panorama pushed polices and objects, verify that a little green
icon appears beside the device name.
Tasks on Panorama:
You can now use the Panorama web interface to access and manage
the replaced firewall.
Step 9
1.
Verify that you successfully restored the
firewall configuration.
2.
Step 10 Synchronize the firewall with Panorama. 1.
2.
Access the Panorama web interface and select Panorama >
Managed Devices.
Verify that the Connected column for the new firewall has a
check mark.
Click Commit, set the Commit Type to Device Group, select the
device group that contains the firewall, select the Include
Device and Network Template check box, and click Commit
again.
(M-Series only) If your managed firewalls forward logs to Log
Collectors, Click Commit, set the Commit Type to Collector
Group, select the Collector Group that contains the firewall, and
click Commit again.
If you need to generate reports for a period when the old
firewall was still functional after you installed the new
firewall, you must generate a separate query for each firewall
serial number because replacing the serial number on
Panorama does not overwrite the information in logs.
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Troubleshooting
When and why does the metadata need to be regenerated for a RAID pair?
When and why does the metadata need to be regenerated for a RAID pair?
When a system failure occurs on the M-100 appliance and you need to physically replace the disks from one
appliance to another, regenerating the metadata is necessary. The metadata is required to locate logs on the disk;
when a user issues a log query, the query consults this metadata to access the requested log data.
You need to issue this command for every RAID disk pair configured in your M-100 appliance. The length of
time required to regenerate the meta-data depends on the size of the RAID disks; on average, it takes an hour
to regenerate meta-data for every 100 GB. When you run the command the current CLI session is locked-up
till the command is fully executed. Therefore, if you are replacing 4 RAID pairs, you can launch 4 CLI sessions
and issue the command independently in each session to complete the meta-data regeneration process
simultaneously for all the pairs/ slots in about 10 hours for 4TB of log data.
When the metadata is being regenerated, the collector group to which these disks belong is not available yet and
the disk pair is not available for any logging and reporting operations (writes/queries). You can, however,
perform other tasks such as handling new device connections or managing configuration changes on the
managed devices. All other collector groups managed by this Panorama, which are not a part of this RMA
process, can perform the assigned logging and reporting functionality as normal.
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When and why does the metadata need to be regenerated for a RAID pair?
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Troubleshooting
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