topic Unresponsive support @clico in General Topics

Unresponsive support @clico

silviub — Wed, 14 Dec 2022 13:08:53 GMT

Hello,

We've got an issue with a PA3250 and the thing is that support went silent on us. They were supposed to provide us with an answer before 14.12.2022 and we haven't heard from them. Calling them doesn't work, as they don't pick up their phones. What's going on? How can we address this?

Re: Unresponsive support @clico

kiwi — Wed, 14 Dec 2022 16:19:11 GMT

Hi @silviub ,

I'd check with PAN sales - see if there's a way to improve or change your ASC response rate.

Is there anything the LIVEcommunity can help you with technically in the meantime ? A lot of smart people are right here on the forum. You might want to consider posting your technical questions here.

Kind regards,

-Kiwi.

Re: Unresponsive support @clico

silviub — Wed, 14 Dec 2022 16:45:20 GMT

Hello,

I have checked with them, but it's not the support level we got, it's just that the company that should support our product is not really responsive.

As for my issue:
We have a PA3250 with 10.2.2 (updated it 2 hours ago to 10.2.3) that keeps throwing:

12/07/2022 19:42	The dataplane is restarting.
12/07/2022 19:42	internal_monitor: Exited 1 times, must be manually recovered.
12/07/2022 19:42	dp0-path_monitor: Exited 1 times, must be manually recovered.
12/07/2022 19:42	dp0-path_monitor: exiting because service missed too many heartbeats
12/07/2022 19:42	Internal packet path monitoring failure, restarting dataplane
	(LACP And BGP goes down here)
12/07/2022 19:41	9: dp0-path_monitor HB failures seen, triggering HA DP down

I have searched everywhere for a solution. I've seen this page: https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA14u000000HCcXCAW&lang=en_US%E2%80%A9

Unfortunately, when I run

debug dataplane internal pdt bcm show port status

My output is missing a port 😄

xe7( 7) !ena 10G FD SW No Disable TX RX None D XFI 1856 xe8( 😎 up 10G FD SW Yes Disable TX RX None D KR 16360 xe10( 10) up 10G FD SW No Disable TX RX None D XFI 1856 xe11( 11) !ena 10G FD SW No Disable TX RX None D XFI 1856 xe12( 12) !ena 10G FD SW No Disable TX RX None D SFI 16360

Last TAC response was "we suspect a hardware issue, please provide us with the latest tech file and we'll provide a definitive answer in two business days". This was on Friday. Two business days would be Tuesday, so....

Through the depths of reddit (if I remember it right), there was another guy with this issue and it got so bad that the unit finally entered into a reboot loop. I'm getting the "same" behavior, in the sense that initially the equipment started to shoot this error maybe once a month, and it's now happening every 2 weeks.

Obviously, any input is appreciated.

Re: Unresponsive support @clico

MP18 — Mon, 22 Apr 2024 15:46:33 GMT

@silviub

We also had similar issue with our PA 5220 in HA.

This happened few times not and in past PA told us to upgrade the PAN OS.

Third time open the Case with PA to know if it is a hardware issue or not?

These are the Internal ports and different from Physical ports on the DP.

Regards

Mahesh