topic Re: PA SUPPORT - OR THERE LACK OF - Changing the SNM on an interface in General Topics

PA SUPPORT - OR THERE LACK OF - Changing the SNM on an interface

Tgarner3800 — Thu, 03 Aug 2023 23:41:36 GMT

I would like to state that I tried 6x to create a support ticket - was redirected to LIVE Community EVERY TIME - when I called for support was told I needed to open a case online – which I was NOT able to.

I need assistance changing the subnet mask on an ISP interface. Then I attempt to validate the changes – it fails because of dependencies. I change the settings the validation fails on – and it still fails on those configurations - even after I have changed them.

Re: PA SUPPORT - OR THERE LACK OF - Changing the SNM on an interface

seb_rupik — Fri, 04 Aug 2023 08:17:57 GMT

Hi there,

I had the same experience with PA support a few months ago. Just raise the severity of the ticket you are creating and it will get you in touch with TAC.

cheers,

Seb.

Re: PA SUPPORT - OR THERE LACK OF - Changing the SNM on an interface

Tgarner3800 — Thu, 10 Aug 2023 23:24:03 GMT

My apologies for not getting back to this sooner - I had an out of state funeral to attend.

I was able to work through my original issue of not being able to update the subnet mask on an interface.
On the route in the Virtual Router, Path Monitoring IP addresses were configured. Even tho it was not enabled - the validation would fail on the Source IP. I updated the Source IP - but the PA validation would not see it.

Today, I attempted the same change - and was successful. Since Path Monitoring was not enabled - I deleted the 3 entries - made the changes I needed (which included updating the Outbound NAT rule and the Global Protect Gateway). After the change was successfully applied - I re-entered and enabled the Path Monitoring on that route.

Re: PA SUPPORT - OR THERE LACK OF - Changing the SNM on an interface

kiwi — Wed, 16 Aug 2023 08:48:03 GMT

Hi @Tgarner3800 ,

Thanks for sharing the solution ! I'm sure it'll be useful for other users !

Kind regards,

-Kim.