[SOLVED] Prisma Access Panorama-Managed The Serviceability Commands Are Not Working!!

DanielS.Romero — Wed, 05 Aug 2026 21:22:42 GMT

Hello LiveCommunity Team!

I created this post to share my experience with an issue regarding the *Serviceability Commands* function in version 6.1.0-h7 of the Panorama Cloud Service plugin.

My client reports that this function is not operating as expected; the EDL and routing information sections appear empty, do not allow the selection of specific RN-SPN or MU-SPN nodes, and the following error is displayed::

PANORAMA > CLOUD SERVICE > SERVICEABILITY COMMANDS > EDL INFO MOBILE USER GATEWAY

PANORAMA > CLOUD SERVICE > SERVICEABILITY COMMANDS > ROUTING INFORMATION REMOTE NETWORK

We opened a support case with the TAC to investigate the RCA (Root Cause Analysis) of the problem.

The solution can be seen in the following comment.

Best Regards,

Daniel Romero
Senior Network/Security Engineer
PANW Partner

Re: [SOLVED] Prisma Access Panorama-Managed The Serviceability Commands Are Not Working!!

DanielS.Romero — Wed, 05 Aug 2026 21:44:36 GMT

Hello LiveCommunity Team!

I shared the solution of the Serviceability Commands issue:

> Serviceability Commands are not working on Plugin 6.1.0-h7.

Diagnostic Steps Taken:

1. You explained that the issue began after upgrading the Prisma Access plugin version to 6.1.0-h7.
2. We verified from the backend that the External Dynamic Lists (EDLs) were functioning correctly and were being successfully retrieved.
3. There was a known issue as per CYR-60477 and we upgraded the Prisma Access plugin to 6.1.0-h9, after which we were able to successfully retrieve information using the serviceability commands for both Remote Networks (RNs) and Mobile Users Gateways. as shown below:

PANORAMA > CLOUD SERVICE > SERVICEABILITY COMMANDS > EDL INFO > REMOTE NETWORK

Conclusions:

- We were experiencing a known issue with the plugin, identified by internal ID CYR-60477.

- Whenever we plan to update the Cloud Services plugin, we must consult the official documentation regarding known issues with the target version.

Thank you for your time, and I hope this information is helpful in your daily cybersecurity work. I would greatly appreciate your support by liking or accepting this as a useful post; it would help me a lot in becoming a CyberElite!

Best Regards,

Daniel Romero
Senior Network/Security Engineer
PANW Partner

topic [SOLVED] Prisma Access Panorama-Managed The Serviceability Commands Are Not Working!! in General Topics

[SOLVED] Prisma Access Panorama-Managed The Serviceability Commands Are Not Working!!

Re: [SOLVED] Prisma Access Panorama-Managed The Serviceability Commands Are Not Working!!