topic Re: Assistance: my palo is not accessible. in General Topics

Assistance: my palo is not accessible.

camagate — Fri, 11 Jul 2014 15:03:41 GMT

Assistance: my palo is not accessible.
I n is happening more access to my palo, after having placed in demo for a client, only the power LED lights.
I try dy by console access and management, but it did nothing.

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je n est arrive plus à accéder a mon palo ,après l avoir placé en demo chez un client.

seul le led power s'allume.

je essai d y accéder par console et management ,mais ça n'a rien donné.

Re: Assistance: my palo is not accessible.

mivaldi — Fri, 11 Jul 2014 16:52:53 GMT

If console is not responsive with serial cable settings: 9600 8-N-1, contact Palo Alto Networks support for an RMA.

Mariano.

Re: Assistance: my palo is not accessible.

hshah — Fri, 11 Jul 2014 23:52:25 GMT

Hi Camagate,

Please physically power down PAN, it means remove power cord and re-insert. Check if it works.

EDIT:Following step is only applicable to devices like PA-2020/PA-5k , where HDD is external. Do not perform it on devices with internal HDD.

If not, reseat the HDD, physically power down and try again.

If that doesnt work then check console settings like BAUD RATE=9600, still doesnt work. Then its an RMA

Regards,

Hardik Shah

Re: Assistance: my palo is not accessible.

camagate — Mon, 14 Jul 2014 09:29:28 GMT

thank you,

I have doing step 1 without success.
but for the second how I could reinstall the HDD.

Re: Assistance: my palo is not accessible.

DavePalo — Mon, 14 Jul 2014 11:43:49 GMT

I would not open the case to reseat the HDD as this may invalidate your support agreement.

If you have removed and reinserted the power cable and you are still not able to get a response on the serial port using 9600 8-N-1, please contact PAN for RMA.

Re: Assistance: my palo is not accessible.

hshah — Mon, 14 Jul 2014 13:25:33 GMT

EDIT : If its a external drive [like PA-2020/PA5k], then do reseat. Do not perform this steps for devices with internal drives.

Moreover its a valid troubleshooting step.

Regards,

Hardik Shah

Re: Assistance: my palo is not accessible.

ericgearhart — Mon, 14 Jul 2014 14:33:20 GMT

hshah are you speaking with the authority of someone who works for Palo Alto Networks or are you just some random forum customer?

Re: Assistance: my palo is not accessible.

hshah — Mon, 14 Jul 2014 15:02:31 GMT

I am from PAN TAC.

Re: Assistance: my palo is not accessible.

HULK — Mon, 14 Jul 2014 16:52:08 GMT

Hello ericgearhart,

If you open the case to reset the HDD, it would definitely invalidate your support agreement. So, please open a case with support. They will guide you.

Thanks

Re: Assistance: my palo is not accessible.

pulukas — Mon, 14 Jul 2014 20:58:44 GMT

More reasons why we should know who is a Palo Alto support employee and speaking with that authority.

But even with that designation breaking the seals to open devices is something no manufacture supports. With Palo Alto especially there are very few field installed parts.

Re: Assistance: my palo is not accessible.

camagate — Tue, 15 Jul 2014 10:48:34 GMT

thank you this is resolved,
but the problem is in the charger, I noticed that there's a flintlock it when I connect to the source of alimentattion.
the current does not happen normally.
thank you all.