topic Re: Telemetry cant connect : Server is not reachable in General Topics

Telemetry cant connect : Server is not reachable

isentric89 — Mon, 29 Nov 2021 05:16:41 GMT

Hi Support,

The telemetry unable to connect to server.

-Device Health and Performance

-Product Usage

-Threat Prevention

All same error

Status : Failed

Reason : Server not reachable

Follow in https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClZCCA0

Update server configuration was set to updates.paloaltonetworks.com.
We try setting configuration to staticupdates.paloaltonetworks.com but unsuccessful

FW has been restarted still unreachable.

Any idea what happen ? and workaround to check

Re: Telemetry cant connect : Server is not reachable

kiwi — Tue, 30 Nov 2021 11:45:20 GMT

Hi @isentric89 ,

Usually the management interface is out of band and doesn't have internet access. Is that the case here ?

Alternatively you can use service routes if the management interface is not an option (https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000Clp3CAC).

Hope it helps,

-Kiwi.

Re: Telemetry cant connect : Server is not reachable

OtakarKlier — Tue, 30 Nov 2021 23:05:16 GMT

Hello,

I've been having the same issues for several weeks. I have a case open, so if you open a case, maybe there is a bug?

Regards,

Re: Telemetry cant connect : Server is not reachable

isentric89 — Thu, 10 Feb 2022 23:55:57 GMT

Hi Otakar,

We have open the case and we are seeing 'no route to host error'. It started to work after we add IP address to the customize service route destination. We are using URLs previously.

Issue: URL Destiantion service route not working on AE sub interface.
Analysis: I have seen other users are reporting the same and this is expected behavior, currently the AE subinterface is not working when using the URL destination service route.

The current official supported destination filed is ip address only, although we can take advantage of FQDN in physical NIC service route enviroment.
https://docs.paloaltonetworks.com/pan-os/10-1/pan-os-web-interface-help/device/device-setup-services/destination-service-route.html
In this case we probably need to stay on the ip based destination route.

adding ip address is not a permanent solution.
Unfortunately, there is no official solution yet, we manually added the IP address(manually resolve it to ip address) to work around the issue at this moment.

We do have an improvement in V11, the CDL will be added to the service route and telemetry will take advantage of that.