Failed to verify account and to complete feature license checks after Global Protect Cloud Service Expired
71782
Created On 09/25/18 15:19 PM - Last Modified 03/07/24 22:47 PM
Symptom
- The customer received a 'Global Protect Cloud Service (GPCS)' and 'Logging Service' evaluation license.
- The license expired and the customer extended the GPCS license.
- On Panorama, under Panorama > Cloud Services > Configuration, you might see a prompt asking to "Verify Account."
- To verify the account, the customer can access Palo Alto Customer Support Portal > Assests > Cloud Services and click on 'Activate' to generate an OTP.
- Copy the OTP generated and paste it in on the Panorama Verify Account prompt and you still might see the error 'Failed to verify account. Failed to complete feature/license checks' as shown below:
Environment
- PAN-OS 8.1
- Panorama
- Cloud Services Plugin 1.3.0
- Global Protect Cloud Service (GPCS)
- Logging Service' evaluation license
Cause
This error can occur when Panorama fails to retrieve the new activated license showing the new expiry dates.
Go to Panorama > Licenses Page to view old EVAL License expiry dates
Resolution
1. On the Licenses Page, click on License Management > Retrieve license keys from license server to see if it can fetch the new license.
2. If that fails, get access to the Panorama CLI and delete the License Keys as follows.
Panorama> delete license key GlobalProtect_Cloud_Service_for_Remote_Networks_2017_10_31.key 2018/04/29 00:13:57 0.3K Logging_Service_2017_10_31.key 2018/04/29 00:13:57 0.3K Panorama> delete license key GlobalProtect_Cloud_Service_for_Remote_Networks_2017_10_31.key successfully removed GlobalProtect_Cloud_Service_for_Remote_Networks_2017_10_31.key Panorama> delete license key Logging_Service_2017_10_31.key successfully removed Logging_Service_2017_10_31.key
3. Then go back to Panorama Web UI and click on 'Retrieve license keys from License server' to retrieve the new licenses.
4. 'Verify Account' should now work after fetching the new licenses.