Tech Support Files Fail to download for VM firewalls - Over 1Gb in size

MichaelAshton — Sun, 06 Mar 2022 04:02:31 GMT

Hi All,

I have 7 VM series firewalls including 4 in Azure. They are all running 10.1.4h4 and I notice they all fail to download tech support files. The tech support file are all listed at over 1Gb

GUI – Fails to download if over 1Gb. When downloading from panorama by switching the context the page times out and takes you back to panorama. When logging in locally to the FW the file gets to exactly 1Gb and fails. I have tried Firefox and Chrome.
CLI (SCP) – Fails to find path to local SCP server.
CLI (TFTP) – File times out after around 250Mb
CLI (SCP directly to support portal) – Shows as completed however the file never shows up in the portal

I was able to find a temporary fix. It appear the log file "vm_license_response.log" bloats well over 1Gb in size. I deleted it and restarted our VM firewalls and was able to download the tech support files. The tech support file went from 1.4Gb to 40-50Mb in my case. I'm not sure a reboot is required however I wanted to ensure there wasn't an issue recreating the files. After about 20mins I noticed the files have started to bloat again over 30Mb in size. I have a TAC case open and I hope to get a permanent fix.

delete debug-log mp-log file vm_license_response.log -> You need to use the admin account

Re: Tech Support Files Fail to download for VM firewalls - Over 1Gb in size

kiwi — Thu, 10 Mar 2022 08:35:45 GMT

Hi @MichaelAshton

Thanks for sharing the temporary fix/workaround.

Were you able to get a permanent fix in the meantime ?

Cheers,

-Kiwi.

Re: Tech Support Files Fail to download for VM firewalls - Over 1Gb in size

MichaelAshton — Tue, 15 Mar 2022 14:55:31 GMT

Hi Kiwi,

The permanent fix appears to be updating the VM-Series plugin on Panorama to 2.1.5. The bug id is PLUG-10024. This also causes the file system to reach 95% weekly. I applied the plugin to all of my VM series firewalls, deleted the file manually and rebooted.

topic Re: Tech Support Files Fail to download for VM firewalls - Over 1Gb in size in General Topics

Tech Support Files Fail to download for VM firewalls - Over 1Gb in size

Re: Tech Support Files Fail to download for VM firewalls - Over 1Gb in size

Re: Tech Support Files Fail to download for VM firewalls - Over 1Gb in size