topic Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup in General Topics

Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact support

chens — Sun, 16 Feb 2025 21:04:49 GMT

All our 10 devices throws there errors (medium severity) since Thursday.

TAC has no response for this.

Anyone?

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

mshekh — Mon, 17 Feb 2025 02:20:06 GMT

Hi @chens ,

May I have some additional details related to logs and PAN-OS.

What do you see in system logs during when you try to fetch the contents also have you checked internet connectivity via management interface.

What is the PAN-OS version which you are running in your environment.

Additionally if you have internet connection via management interface and you are able to reach to paloalto update servers then you can try with restarting the mgmt server on one of the device and check the status after sometime.

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

Onego — Mon, 17 Feb 2025 08:34:34 GMT

Having the same error on multiple devices aswell since last thursday
all running different PanOS versions

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

mshekh — Mon, 17 Feb 2025 08:56:28 GMT

Hi @Onego ,

Thanks for info, please work with paloalto support team to identify the issue.

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

JeanPaul222 — Thu, 20 Feb 2025 07:22:48 GMT

Hello, do you find any solution for that?

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

Onego — Thu, 20 Feb 2025 09:30:31 GMT

No solution yet unfortunately

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

L.Miani — Fri, 21 Feb 2025 16:21:23 GMT

Got the same issue but with "IoT" since the 9th of February

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

JeanPaul222 — Tue, 25 Feb 2025 15:04:19 GMT

anyone found a solution for that?

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

M.Gastaldo — Thu, 27 Feb 2025 11:41:30 GMT

Following this thread to know if anyone has found a solution or if it's best to open a TAC case.

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

chens — Thu, 27 Feb 2025 11:46:07 GMT

TAC has no clue.

They want another (3rd) remote session to check things.

They cant admit its something in their cloud.

Will update later on.

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

M.Gastaldo — Thu, 27 Feb 2025 11:52:17 GMT

Thank you Chens.

Will turn notifications on for this post.

Currently trying to defuse several tickets being raised by our monitoring team due to this.

Even a small "we are working on it" would go a long way.

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

Lance — Sun, 02 Mar 2025 16:53:07 GMT

I am also having the same problem but it is not just Antivirus but also IoT, Wildfire and Content

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

chens — Sun, 02 Mar 2025 18:50:59 GMT

Nothing new yet. TAC grabbed some logs from one of our devices. Waiting for their investigations.

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

JeanPaul222 — Tue, 04 Mar 2025 08:45:44 GMT

Hello, Is there any update?

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

chens — Tue, 04 Mar 2025 12:05:17 GMT

Unfortunately, no.

Last update from TAC (2 hours ago):

"I have engaged the Engineering team on this. I will keep you updated on the progress."

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

dsilman — Wed, 05 Mar 2025 11:25:43 GMT

Same problem here; antivirus dynamic updates not being picked up by schedule but pick up fine from a manual check now.

2 node active/passive cluster still on 11.0

Rebooted both nodes last night; the active node now updates successfully as per schedule, the passive node is unchanged (both are identical in model/version/config with the exception of HA priority).

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

chens — Thu, 06 Mar 2025 12:15:05 GMT

TAC says they fixed their server side issue.

For me - errors stopped 7 hours ago.

Re: Retrieving Content 'Antivirus' info failed with error 'An error occurred while processing request. Please try again after some time or contact sup

S.Dwel — Thu, 06 Mar 2025 12:37:50 GMT

Hello, thanks for the updates. I can confirm that our devices no longer have any errors.