topic Re: Issues again with Brightcloud Services in General Topics

Issues again with Brightcloud Services

kalyanram.piratla — Mon, 12 Nov 2012 12:30:19 GMT

On the 12th of November 2012, I am having issues again with Brightcloud not resolving websites from the cloud dB. This has happened in the month of October 2012 as well. The Brightcloud services cannot receive data as well. All connections look absoutely fine and this just started happening out of the blue.

This is also happening across all my customers causing serious issues...

Can someone from PAN please let us know what is happening with a reason this time...and can this please be looked into ASAP...

Many Thanks

Kalyan

Re: Issues again with Brightcloud Services

pandragon — Mon, 12 Nov 2012 13:11:50 GMT

It may be due to some Internet connectivity issue at your site. I checked using CLI command from one of the PaloAlto firewall as follows.

request url-filtering download status vendor brightcloud

And it shows result as follows.

Nov 12 01:02:29 URL filtering database version 3979 is already the latest version

Re: Issues again with Brightcloud Services

kalyanram.piratla — Mon, 12 Nov 2012 13:33:14 GMT

Shashank,

I agree you are running version 3979 and so am I. Before posting, I did check using the same command and the GUI also shows the same information. The update for URL Filtering was done at 02:45am GMT on the 12th of November to version 3979.

The issue of "not-resolved" started popping up somewhere around 11:30am GMT on the 12th of November.

Can you please do a "check now" under your Dynamic updates and then check what log do you see under System logs for URL Filtering? I continue to see the following:

Please let me know what you see...

Cheers..

Re: Issues again with Brightcloud Services

pandragon — Mon, 12 Nov 2012 13:44:16 GMT

Tried "Check Now" under Dynamic updates and it did not gave any error. system log also did not show any recent error for brightcloud.

Re: Issues again with Brightcloud Services

kalyanram.piratla — Mon, 12 Nov 2012 13:58:13 GMT

This is weird... I did cross check all my connections and they all absolutely fine. I would have thought something might be wrong at my end if it was just me... but I am a good amount of customers complaining...

Any commands that I can use to re-initate the connection with brightcloud database... what can I do to resolve this issue then..??

Help on this is very much appreciated...

Cheers..

Re: Issues again with Brightcloud Services

JanisM — Mon, 12 Nov 2012 14:00:40 GMT

I'm getting the same error, but i still have to check some things before starting to point with fingers (i got new machine, had to move config from old one and all is not as it should be in dynamic updates, but that should be fixed tomorrow)

Re: Issues again with Brightcloud Services

kalyanram.piratla — Mon, 12 Nov 2012 14:51:22 GMT

Janis - Any luck..??

Re: Issues again with Brightcloud Services

dyang — Mon, 12 Nov 2012 15:03:51 GMT

Hi everyone,

I'm not aware of any BrightCloud service issues at this time, but I'll double check just in case. May I ask what part of the world you are located?

Thanks,

Doris

Re: Issues again with Brightcloud Services

kalyanram.piratla — Mon, 12 Nov 2012 15:24:31 GMT

Doris,

United Kingdom is where I am located... and I just did a check now under dynamic updates and this is what I see in the system logs (not just me but some customers of mine as well)

I have also put in a rule allowing service.brightcloud.com; database.brightcloud.com and updates.paloaltonetworks.com for ports 80 and 443 (just to check) for no luck...

Cheers...

Kalyan

Re: Issues again with Brightcloud Services

kalyanram.piratla — Mon, 12 Nov 2012 16:47:30 GMT

Any luck or news on this..??

Re: Issues again with Brightcloud Services

hvcomputech — Tue, 13 Nov 2012 14:52:51 GMT

My system log also shows: "Cannot receive data from 'service.brightcloud.com:80' to download BrightCloud URL database 11/13 09:16:49" and I'm in the USA.

Re: Issues again with Brightcloud Services

kalyanram.piratla — Tue, 13 Nov 2012 17:02:46 GMT

PAN: Guys any update on this..?? There are some serious issues happening here in the UK as the firewall cannot receive data from brightcloud, thereby websites that query the cloud for categorization isn't working and most of them are being categorized as not-resolved and I can't afford have the category not-resolved set to allow...!!!

An update on this will be appreciated..

Cheers..

Re: Issues again with Brightcloud Services

jsykora — Tue, 13 Nov 2012 21:02:43 GMT

It appears that somewhere along the line Brightcloud was added as its own AppID entry. This caused us issues until I noticed that brightcloud traffic was being blocked because we weren't specifically allowing traffic for that App. This appears to have been a recent change?

Re: Issues again with Brightcloud Services

mikand — Tue, 13 Nov 2012 21:59:45 GMT

If your updates goes through mgmt-interface you shouldnt need to define such security policy on the box having problems to retrieve the updates. However this PA box perhaps sits behind another PA box (which then of course this second box must have such security rule).

Re: Issues again with Brightcloud Services

dyang — Tue, 13 Nov 2012 23:03:50 GMT

Yes, we published the BrightCloud App-ID a few weeks ago. For those of you experiencing issues, can you verify whether or not this is the cause of the problem? In the meantime, our support team is troubleshooting with BrightCloud - I'll keep you posted as I get new information.

Re: Issues again with Brightcloud Services

JanisM — Wed, 14 Nov 2012 12:22:18 GMT

it seems that adding brightcould app to allowed apps group resolved that error for me. But it just depends in what IP segments your management consoles address is and if it it shares that segment (and what policies) with something else For me - problem resolved

Re: Issues again with Brightcloud Services

hvcomputech — Wed, 14 Nov 2012 17:33:44 GMT

In my case I didn't change anything and it works again:

"description contains 'URL filtering database was upgraded from version 3980 to version 3981 by the auto-update agent'"

Re: Issues again with Brightcloud Services

dyang — Wed, 14 Nov 2012 18:22:54 GMT

Good to know that it's working again for you, porrl, but I'd still like to obtain an explanation from BrightCloud as to what happened here. Kalyan, please let me know if you're still experiencing an issue.

Thanks,

Doris

Re: Issues again with Brightcloud Services

kalyanram.piratla — Wed, 14 Nov 2012 19:12:21 GMT

No changes were done at my end. Things without adding / modifying any rules or service routes seemed to be fine today so far. I will leave it monitoring now for a couple of days before adding an extra rule for the brightcloud app.

But again, I would really like to know of what is going wrong with Brightcloud. I am more curious to know the issue / fault.

Cheers..

Kalyan

Re: Issues again with Brightcloud Services

dyang — Wed, 14 Nov 2012 19:35:51 GMT

Thanks for the update, Kalyan. I'm happy to hear that things are working for you now, though I'm also very keen on finding the details of what happened here. I'll continue to work with BrightCloud to see what we can find, and will post any details if they come my way.

--Doris