3020 randomly shuts down

dpsmith — Mon, 12 Oct 2020 05:03:12 GMT

Hello. I'm hoping that someone might have some suggestions of what's happening here.

For the past week I've been dealing with a 3020 that randomly shuts itself down and requires a power cycle to get back online.

Thursday and Fri of last week we'd randomly lose internet connectivity. I could still access the Palo from the LAN but we'd need to reboot to get it working again. Opened a Case with Palo support and uploaded the logs as requested but nothing was found. Monday it happened again but this time it wasn't accessible from the LAN either.

We were running 9.0.6(?) when it first happened and on the advice of support we upgraded to 9.1.4 but the issue still happened.

Palo support RMA'd the device, we received a new one, got it registered, upgraded to 9.1.4 and uploaded the saved config backup from the last one. It worked fine for 48 hours and then this one went down the same way as the last.

There have been no power issues at the site and device is plugged into a UPS which is also connected to a generator. Just to be safe we plugged the Palo into a new UPS today.

With the first Palo, it would shutdown at the same time of day 10:30 AM so we thought that something might be running on a schedule. But then it would also shut at other times of the day.

So we have two different Palo 3020 intermittently shutting down the same way.

That's telling me that it's not a hardware issue on the device.

Palo support is once again looking at the logs that I uploaded to them but I was wondering if anyone here had any ideas on what might be going on.

Thanks

Re: 3020 randomly shuts down

reaper — Mon, 12 Oct 2020 08:54:16 GMT

sounds like you may have some traffic pattern that is causing the firewall to trip. It could either be something that causes a memory leak (which support should be able to find fairly quickly) or something a little more nefarious that causes this issue

in the latter case, you may end up needing to packetcapture whatever is going into the firewall the moment it 'crashes'

Do you have zone protecton profiles and packet buffer protection enabled on your zones?

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3020 randomly shuts down

Re: 3020 randomly shuts down