topic Re: Failed to check upgrade info due to generic communication error in General Topics

Failed to check upgrade info due to generic communication error

kbe — Sat, 02 May 2020 15:15:54 GMT

Hi all

since last night i get alot of erros from wildfire, antivirus updates, content updates...

All sheduled updates and even manual checks from the gui bring up errors.

No HA config.

Problem is on a 3020 and a old 500.

Ping and trace work to eu.wildfire.paloaltonetworks, wildfire.paloaltonetworks and updates.paloaltonetworks

DNS seems to be ok.

System Log shows 'Connection to Update server: updates.paloaltonetworks.com completed successfully, but searching for updates takes a long time and brings up the error again.

Anyone else with these problems?

My mailbox is spammed with warnings from wildfire (sheduled to all 15 min.).

TIA

Karsten

Re: Failed to check upgrade info due to generic communication error

reaper — Sun, 03 May 2020 22:50:32 GMT

Have you checked the URL filtering log? Had a similar issue with a customer that enabled "continue" action on a bunch of categories and was intercepting their own update connections

Re: Failed to check upgrade info due to generic communication error

loveground — Mon, 04 May 2020 15:12:46 GMT

Hey Karsten,

We're experiencing the same issue as well, started happening last night same as you.

Checked Wildfire on our 5250 and it's all up to date as of 11 minutes ago (4pm), but it's still continue to spam our email inboxes with the same message "Failed to check upgrade info due to generic communication error". We temporarily turned off URL filtering and it's made no difference whatsoever.

If the issue continues to persist tomorrow I'm thinking about raising up a support case with Palo.

Thanks,

Scott

Re: Failed to check upgrade info due to generic communication error

MattRathbun — Mon, 04 May 2020 16:15:59 GMT

We have been seeing this intermittently across all our firewalls for the past month or so. Occasionally, we see a lot more of these errors than normal and this past weekend was particularly bad. We changed the update URL to one we found in another post and it doesn't seem like it makes a difference so we changed it back. This is affecting our 220, 820 and 3220 models (running 9.0.6)

My guess is that whatever update source Palo is using is either busy or having problems. It is definitely a transient issue and other than email/alert nags, we also seem to get an update at the next attempt. But the last few months have certainly been worse!

Re: Failed to check upgrade info due to generic communication error

kbe — Mon, 04 May 2020 16:33:12 GMT

checked URL Filter. Was not enabled on the rule for PA Updates.

Turned it on now with action alert to get some URL logs.

Not better now.

Sometimes it works but still a lot errors.

The errors showed up in the last month. But only some.

Now i had them every 5 mins.

Since yesterday it´s a bit better and manual search also worked which did not before when i posted my request.

So it seems the problem is not on my or your site but on palo or their download storage (google cloudstorage?)

Thanks so far for all your replies. Lets see if it gets better soon.

Re: Failed to check upgrade info due to generic communication error

MattRathbun — Mon, 04 May 2020 16:31:58 GMT

Ours is set to alert. I can see it in the URL log and all looks good there.

Re: Failed to check upgrade info due to generic communication error

kbe — Mon, 04 May 2020 16:38:29 GMT

@loveground Scott, would be cool if you open a case and let us now if there is something new.

TIA

Re: Failed to check upgrade info due to generic communication error

loveground — Tue, 05 May 2020 09:11:55 GMT

Yeah I'm going to open up a case, see what comes through from it. Temporarily disabled the email alerts since it's literally been hammering our inboxes every 5mins.

Re: Failed to check upgrade info due to generic communication error

loveground — Tue, 05 May 2020 13:40:07 GMT

Funnily enough, after raising a case and then re-enabling the email alerts on our firewall to test if the problem still persists, we are not getting spammed anymore.

So case has been closed.

Re: Failed to check upgrade info due to generic communication error

MattRathbun — Tue, 05 May 2020 13:45:47 GMT

I left the email notifications on, partly because I wanted to see how big of a problem it was going to be, and also so I had some good data for a support call. I received one notification at 7:09am (Central) from one firewall and have received none since yesterday at 8:00p. I am not sure if something changed on Palo's side, but I agree that the alerts have pretty much stopped in the last 12 hours or so.

Re: Failed to check upgrade info due to generic communication error

BPry — Tue, 05 May 2020 14:30:50 GMT

WildFire is currently experiencing an issue providing updates through the CDN infrastructure and Palo Alto is currently monitoring a fix that was pushed at 0301 UTC that should address the issue.

I'd recommend that everyone sign up for communications at https://status.paloaltonetworks.com if you haven't already so that you receive outage and maintenance notifications.

Re: Failed to check upgrade info due to generic communication error

MattRathbun — Tue, 05 May 2020 15:08:20 GMT

Thank you very much for the info and the link!!!!! This answers the question. In addition to subscribing, I added the RSS feed to our teams infrastructure and we are all receiving notifications.

Re: Failed to check upgrade info due to generic communication error

kbe — Tue, 05 May 2020 17:11:24 GMT

Thanks for the info.

Seems my subsription went away. I was subsribed for status information but did not recieve them.

Subscribed again and will monitor the updates further.

The errors reduced to a minimum during today. Only 2 errors.

Lets see if it falls back to normal behaviour. 😉

Re: Failed to check upgrade info due to generic communication error

MP18 — Wed, 06 May 2020 04:15:59 GMT

Many Thanks for the update Bpry.

Re: Failed to check upgrade info due to generic communication error

Jafar_Hussain — Wed, 17 Jun 2020 20:21:36 GMT

@BPry I am facing the same issue. i have gone through https://status.paloaltonetworks.com/ link but could not find any thing.

Not able to get any information by this website, below is the screenshot for reference.

Re: Failed to check upgrade info due to generic communication error

BPry — Wed, 17 Jun 2020 20:53:16 GMT

@Jafar_Hussain,

I'm unsure of what you're actual question is, or what issue you are facing? Are you having an issue subscribing to status updates from PAN? If you are having issues getting WildFire updates that would not be related to the issue with regards to this post.

Re: Failed to check upgrade info due to generic communication error

Jafar_Hussain — Thu, 18 Jun 2020 06:10:02 GMT

@BPry

I am getting email alert in every 30 minutes.

actionflags: 0x0
type: SYSTEM
subtype: general
config_ver: 0
time_generated: 2020/06/17 14:54:48
dg_hier_level_1: 0
dg_hier_level_2: 0
dg_hier_level_3: 0
dg_hier_level_4: 0
vsys_name:
device_name: PA-820-HQ
vsys_id: 0
vsys:
eventid: general
object:
fmt: 0
id: 0
module: general
severity: high
opaque: Failed to check WildFire content upgrade info due to generic communication error..

I have two firewall in HA, this alert i am getting from the passive firewall.i have sync dynamic updates b/w primary and secondary.

note - All app version are matched.

I want to know only why i am getting this alert.

Re: Failed to check upgrade info due to generic communication error

MP18 — Fri, 19 Jun 2020 03:03:31 GMT

I had the similar issue on all the firewalls a month ago.

Then under device,services

I changed the update server to staticupdates.paloaltonetworks.com

After doing that my problem was fixed.

Try to put that in update server?