topic Re: Firmware download in General Topics

Firmware download

aaouane80 — Wed, 05 Jul 2023 07:30:54 GMT

I have device registred and lisenced also I can ping from the device updates.paloaltonetworks.com

however I cannot run any:

request support check
request license fetch
request license info
request content upgrade check

Server error : Failed to check support info due to generic communication error. Please check network connectivity and try again.

Re: Firmware download

akuzhuppilly — Wed, 05 Jul 2023 08:35:46 GMT

Hello,

Can you do this?

> ping host updates.paloaltonetworks.com

Are you using the management interface to connect to the cloud? If not, will this traffic pass through any firewalls?

The error is mostly due to connectivity, make sure there is nothing blocking it.

Re: Firmware download

aleksandar.astardzhiev — Wed, 05 Jul 2023 10:44:26 GMT

Hi @aaouane80 ,

If you can ping updates.paloaltonetworks.com this means that you have DNS working and network connectivity - the most common issues causing such error.

By the way the correct command to update Firmware/Software list of availalbe versions is

> request system software check # After that you can see the list > request system software info

The ping is confirming network connectivity, but fetching updates could still be blocked if you have any firewall on the path. Is there any firewalls on the path between FW and internet? Any restrictions or SSL decryption applied for this traffic?

Note also that your firewall needs to have correct time set in order to correctly validate update server certificate.