https://live.paloaltonetworks.com/t5/prisma-access-articles/panorama-connectivity-issues-to-prisma-otp-errors/ta-p/282891 <DIV class="lia-message-template-symptoms-zone"> <H2>Symptoms</H2> <P>While setting up Prisma Access, you run into the following issues:</P> <OL> <LI>Panorama unable to connect to Prisma</LI> <LI>SSL Certificate Error when querying for logs</LI> <LI>Error while generating OTP</LI> <LI>Plugin not responding</LI> <LI>OTP Verification failure</LI> <LI>'<SPAN>Failed to verify account. Failed to complete feature/license checks'</SPAN></LI> </OL> </DIV> <DIV class="lia-message-template-diagnosis-zone"> <H2>&nbsp;</H2> <H2>Diagnosis</H2> <P>Please make sure the ports and URLs below are whitelisted for Prisma communication.</P> <P><STRONG>NOTE:</STRONG> <EM>More info at&nbsp;<A title="Set Up Prisma Access | TechDocs | Palo Alto Networks" href="https://docs.paloaltonetworks.com/prisma/prisma-access/prisma-access-panorama-admin/prepare-the-prisma-access-infrastructure/get-started-with-prisma-access-overview" target="_self">Set Up Prisma Access</A></EM></P> <UL class="ul"> <LI class="li"> <DIV class="p">Port 444 (for Cortex Data Lake)</DIV> </LI> <LI class="li"> <DIV class="p">api.lc.prod.us.cs.paloaltonetworks.com (for Cortex Data Lake)</DIV> </LI> <LI class="li"> <DIV class="p">api.gpcloudservice.com (for Prisma Access)</DIV> </LI> <LI class="li"> <DIV class="p">api.paloaltonetworks.com (for Prisma Access)</DIV> </LI> <LI class="li"> <DIV class="p">apitrusted.paloaltonetworks.com (for Prisma Access)</DIV> </LI> </UL> <P>&nbsp;</P> </DIV> <DIV class="lia-message-template-solution-zone"> <H2>Solution</H2> <P>&nbsp;</P> <OL type="1"> <LI>Delete all Prisma Access (GPCS) licenses existing on Panorama, using the following:<BR /><SPAN><FONT color="#333333"><FONT face="courier new,courier">admin@Panorama&gt; delete license key &lt;prisma_access_related_licenses&gt;</FONT>&nbsp;</FONT>&nbsp;&nbsp; &nbsp;&nbsp; &nbsp;&nbsp;<FONT face="andale mono,times" color="#808080"><EM>License&nbsp;Types:</EM>&nbsp;<EM>GlobalProtect_Cloud_Service,&nbsp;GlobalProtect_Cloud_Service_for_Mobile_Users, GlobalProtect_Cloud_Service_for_Remote_Networks, Logging_Service</EM></FONT></SPAN></LI> &nbsp; <LI>Delete the existing Panorama certificate<BR /><FONT face="courier new,courier" color="#333333"><SPAN>request plugins cloud_services panorama-certificate delete</SPAN></FONT></LI> &nbsp; <LI>Fetch the licenses from the support site<BR /><FONT face="courier new,courier">request license fetch</FONT></LI> &nbsp; <LI>Reset cloud services endpoint<BR /><FONT face="courier new,courier">debug plugins cloud_services reset-endpoint</FONT></LI> &nbsp; <LI>Fetch the certificate<BR /><FONT face="courier new,courier">request plugins cloud_services panorama-certificate fetch otp &lt;OTP_KEY_FROM_SUPPORT_PORTAL&gt;</FONT></LI> &nbsp; <LI>Verify the OTP<BR /><FONT face="courier new,courier">request plugins cloud_services logging-service status</FONT></LI> </OL> </DIV> <P>&nbsp;</P> <P>For more information or further assistance, please <A title="Prisma Access Discussions | LIVEcommunity | Palo Alto Networks" href="https://live.paloaltonetworks.com/t5/Prisma-Access-Discussions/bd-p/Prisma_Access_Discussions" target="_self">Start a Topic in Prisma Access Discussions</A> for help from the community.</P> Wed, 21 Aug 2019 16:20:37 GMT Sai_Tumuluri 2019-08-21T16:20:37Z https://live.paloaltonetworks.com/t5/prisma-access-articles/panorama-connectivity-issues-to-prisma-otp-errors/ta-p/282891 <P>Panorama unable to connect to Prisma access ?</P> Wed, 21 Aug 2019 16:20:37 GMT https://live.paloaltonetworks.com/t5/prisma-access-articles/panorama-connectivity-issues-to-prisma-otp-errors/ta-p/282891 Sai_Tumuluri 2019-08-21T16:20:37Z