PA-3220 keeps shutting down to suspended state - can't enter maintenance mode to reset to factory

KevinDurfee — Fri, 07 Jul 2023 11:34:52 GMT

I have a PA-3220 that was likely formerly part of an HA pair. This device was the passive device and the other 3220 that was part of the pair is gone so I'm trying to factory reset this device. When I startup the system it boots to the login screen but it will not accept my password. After a couple tries, the devices shuts down with a message on the console "Stopping PAN software" followed by a number of shutdown messages. I reboot and enter maintenance mode by choosing

PANOS (maint-sysroot1)

I select Factory Reset from the menu and then continue but before the reset even starts, I see the "Stopping PAN software" message again and the system seems to go into suspend mode. Any suggestions for how I can factory reset the device in this case? I'm guessing this has something to do with an incorrect HA configuration in the device based on the article at the link below but of course I have not access to the CLI or web interface to make the change. https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClaaCAC. Seems like I have the same issue described here but I can't get the factory reset to work: https://live.paloaltonetworks.com/t5/general-topics/firewall-failure/td-p/472598. Any assistance would be greatly appreciated.

Re: PA-3220 keeps shutting down to suspended state - can't enter maintenance mode to reset to factory

BPry — Fri, 07 Jul 2023 13:33:32 GMT

@KevinDurfee,

Slightly confused because you appear to be mixing some terminology. You say that you can't access the CLI or GUI to make configuration changes, which is backed up by the fact that your seeing a stop status. The fact that your seeing that in maintenance mode points to a hardware issue, not a configuration issue.

If you can get all of the messages that are being displayed someone might be able to offer more guidance on why it's failing to properly boot, but within maintenance mode it isn't attempting to load anything with your configuration. If you have support on the device in question I'd recommend opening a TAC case and you'll likely get them to RMA the device fairly quickly since you can't even get into it nor factory reset the device. The one thing they might try having you do is just swap the active partition if you can get it to stay in maintenance mode long enough to perform that.

topic PA-3220 keeps shutting down to suspended state - can't enter maintenance mode to reset to factory in General Topics

PA-3220 keeps shutting down to suspended state - can't enter maintenance mode to reset to factory

Re: PA-3220 keeps shutting down to suspended state - can't enter maintenance mode to reset to factory