topic Re: PA-500 webserver crash in General Topics

PA-500 webserver crash

gert — Mon, 21 Jan 2013 10:56:26 GMT

Hi,

Can someone please tell me how to troubleshoot extremely slow web reports? Logs are fine, but ACC and Monitoring -> App Scope items just keep loading and loading and loading and im basically locked out of management every time i click on a menu item for 30min atleast.

Error messages:

Server Not Responding

The server is not responding. Please wait and try your operation again later.

Device:

PA-500 in HA mode

SW version 5.0.2

Thank you

Re: PA-500 webserver crash

gswcowboy — Mon, 21 Jan 2013 17:17:30 GMT

what's 'show system resources' indicating? are you logging all sec policies and possibly have a deny catch all rule being logged? what is iowait times looking like? provide 'show system files' and 'show system resources' output. also, is this occurring on all browsers? (ie,ff, chrome, etc)

Re: PA-500 webserver crash

licenselu — Mon, 21 Jan 2013 18:01:07 GMT

Hello,

I had a similar issue with 5.0.1.

The CPU average was normal with BUT I received a very high value for the IOWAIT.

I upgraded the PA 500 (in my lab) to 5.0.2 and the problem seems to be gone for the moment...

Regards

Re: PA-500 webserver crash

gert — Tue, 22 Jan 2013 07:48:59 GMT

Thank you for the responses. Dont know whats wrong with it, tried "request restart software" in the console, which should, atleast in my knowleadge, only restart management plane and not disrupt the network - the entire network died and i ended up pulling the plug and letting HA peer take over the traffic.

Will plug it back in later today and see if it will behave now.

Re: PA-500 webserver crash

gert — Tue, 22 Jan 2013 13:58:20 GMT

Put the HA peer 1 back into the network and its operating nicely as a passive device.

On the HA peer 2 (currently active) when i try to look at ACC->threat level, the entire device hangs and i have to wait for several timeout errors before i can use the device normally again.

Tried the "show system resources" before and after clicking on a threat level and its so hung that it doesnt even show them.

I have 20 rules and all have logging at session end on. It shows 12h at the top, but since i thought it might be a log issue, i deleted all the logs and noon today - there cant be that many logs to basically brick the device for a while.

I'm using IE 9.

Re: PA-500 webserver crash

gswcowboy — Tue, 22 Jan 2013 14:49:40 GMT

Don't see any anomalies via sys resources output. are you seeing the same unresponsive behavior with other browsers or specifically only with IE9? do you have any core files generated? '>show system files' would provide an indication if there were any generated by the system. That being said, it would behoove us to take a look at your issue with a live debug session. We can take a closer look. Please contact PAN Support or your Authorized Service Center so we can begin investigating this issue.

Re: PA-500 webserver crash

gert — Tue, 22 Jan 2013 15:05:15 GMT

There cant be any anomalies in the resources output, because thats pre log .... it doesnt show any output from the show system resources command when its hung on the logs (just like in the putty window - it justs waits).

show system files (after several problems)

/var/cores/:
total 4.0K
drwxrwxrwx 2 root root 4.0K Jan 18 10:44 crashinfo

/var/cores/crashinfo:
total 0

/opt/dpfs/var/cores/:
total 4.0K
drwxrwxrwx 2 root root 4.0K Jan 18 10:47 crashinfo

/opt/dpfs/var/cores/crashinfo:
total 0

It doesnt also work with chrome - same issues.

How do i get into the "live debug" session with my fw?

Re: PA-500 webserver crash

gert — Wed, 23 Jan 2013 10:57:00 GMT

Figured it out - i had accidentally misconfigured a policy and firewall mgmt port didnt have access to the internet. Fixed the policy and now everything is working as it should - apparently, if the service routes dont have access to the internet (DNS probably), you will have serious issues when trying to view the ACC tab.

There really should be a warning about misconfigured service routes - frozen device is not cool.

Re: PA-500 webserver crash

licenselu — Thu, 24 Jan 2013 14:04:00 GMT

Hello Gert,

Is the cluster of PA 500 stable now ?

I plan to upgrade some cluster in 5.0.2...

Regards,