topic Re: Disk not detected at startup in General Topics

Disk not detected at startup

hoangtnk — Sun, 08 Oct 2017 09:18:01 GMT

Hi Community,

Yesterday we had an issue with our air-conditioner which caused the Palo Alto Firewall to restart due to high temperature. After the device booted up, I noticed some logs saying that disk is not detected/degraded. I tried restarting it one more time and the firewall still reports those logs. How can I fix this? Your advice/support is highly appreciated.

Thank you,

Re: Disk not detected at startup

hpunjabi — Sun, 08 Oct 2017 13:49:21 GMT

Hi @hoangtnk,

What is the firewall model you are using ?

You can start by checking with command "show system raid detail", see if you notice any errors.

Re: Disk not detected at startup

hoangtnk — Sun, 08 Oct 2017 18:48:04 GMT

Hi hpunjabi,

I'm running a HA pair of PA-5020. Below is the output of the "show system raid detail":

It looks like we simply don't have Disk 2 inserted. But does the "degraded" status indicate an issue with our PA's disk?

Thanks,

Re: Disk not detected at startup

hoangtnk — Mon, 09 Oct 2017 02:48:22 GMT

Hi,

Btw, I'm trying to open a case for this issue, but cannot proceed at Step 3 (Select Asset). I don't see any button to choose an asset as suggested in this guideline: https://live.paloaltonetworks.com/t5/Management-Articles/How-to-Use-the-New-Web-Based-Case-Creation-Wizard/ta-p/179267

I also tried different web browsers but it's still the same. Do you have similar problem with the new case management tool?

Thanks,

Re: Disk not detected at startup

kiwi — Mon, 09 Oct 2017 08:01:22 GMT

Hi @hoangtnk,

It looks like you have Premium Partner support.

I don't think you can open a case directly with Palo Alto Networks but need to reach out to your ASC instead.

As per https://www.paloaltonetworks.com/services/support/customer-support-plan

Authorized Support Centers providing "Premium Partner Support," may submit online cases on behalf of their customers.

Cheers !

-Kiwi.

Re: Disk not detected at startup

hpunjabi — Mon, 09 Oct 2017 09:19:12 GMT

Hi hoangtnk,

Raid was optional in 5020 and that is why you are getting this error.

You can refer to below knowledgebase article, this similar to what you are facing and I guess is safe:

https://live.paloaltonetworks.com/t5/Management-Articles/Message-on-PA-5000-Series-Disk-Pair-is-Degraded-and-Missing-a/ta-p/54524

I would recommend to open a case with support to confirm on this.

Re: Disk not detected at startup

hoangtnk — Wed, 11 Oct 2017 03:49:57 GMT

Thank you all for your help. I think my concern with PA's disk has been solved now 🙂

About the support plan, I'll reach out to ASC and ask them for help.

Thanks again,