topic Re: Fetch Device Certificate failure in General Topics

Fetch Device Certificate failure

Meed — Wed, 29 Nov 2023 22:21:11 GMT

Hello,

I am getting this error (Failed to fetch device certificate.TPM public key match failed.) on a PA460 (11.0.2-h2).

I tried multiple solutions without success :

This KB https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA14u0000004NlxCAE but it didn't work.
Multiple commit force.
I even generated an OTP on the CSP but I don't have the get certificate button on the web interface and can't use it on the CLI, I get invalid syntax after request certificate fetch OPT_value.

I can ping certificate.paloaltonetworks.com form the management interface.

Kindly help to resolve the issue.

Re: Fetch Device Certificate failure

PravinSingi — Thu, 30 Nov 2023 01:48:48 GMT

Getting the same error on 440 too..

Re: Fetch Device Certificate failure

Tobi — Thu, 30 Nov 2023 07:42:21 GMT

We have the same error with our new PA-3410 and PAN-OS 10.2.6.

I am going to open a case...

Re: Fetch Device Certificate failure

Meed — Thu, 30 Nov 2023 17:36:24 GMT

PaloAlto solved the problem for me by deleting the existing certificate and generating a new one. It needed root access to the firewall.

Re: Fetch Device Certificate failure

PravinSingi — Mon, 04 Dec 2023 17:34:19 GMT

Thanks, @Meed. I will reach out to PAN support.

Re: Fetch Device Certificate failure

Tobi — Thu, 07 Dec 2023 07:32:31 GMT

Palo Alto also saved it for me. They updated the claim key and Hash Key from their end. After a "commit force" the issue was fixed.

Re: Fetch Device Certificate failure

luis56 — Fri, 22 Dec 2023 12:50:42 GMT

Encountering a "Fetch Device Certificate" failure may result from various issues. Ensure network connectivity, valid credentials, and proper certificate configuration. Troubleshoot systematically, collaborating with support if needed. A comprehensive approach ensures efficient resolution, maintaining secure and seamless device communication.

Re: Fetch Device Certificate failure

msyeedrafiqi — Thu, 07 Dec 2023 12:00:36 GMT

It will require a maintenance window you can follow the below Steps and let me know if it works:

1.Log in to cli
2. Configure
3. Commit force
4.exit
And see if it works and if you are still getting the same error

Re: Fetch Device Certificate failure

david.ge — Fri, 15 Dec 2023 08:13:40 GMT

how to delete the existing certificate,?

how to use root access?

Re: Fetch Device Certificate failure

armitchell — Wed, 05 Jun 2024 14:30:18 GMT

This worked for me. I was trying to download device certificate using the web gui but was getting unexpected otp.

Re: Fetch Device Certificate failure

Alpalo — Fri, 17 Jan 2025 11:48:28 GMT

Can you share with me the solution for this error? I have the same

Regards

Re: Fetch Device Certificate failure

UjjwalKumar — Tue, 09 Sep 2025 08:41:46 GMT

It require root access to resolve