I have this problem: when i check new software updates, clicking "check now" button, this error appears: "Failed to check upgrade info due to generic communication error. Please check network connectivity and try again."
Doing a traceroute we see that after the 17th hops the trace stops, all the ping are unsuccesful
17 * paloaltonetit-5.border3.sje011.pnap.net (18.104.22.168) 163.015 ms *
18 * * *
19 * * *
30 * * *
DNS resolves name correctly (traceroute to updates.paloaltonetworks.com (22.214.171.124)), and as you can see the packet go on Internet.
Can someone please help me? Anyone saw this problem?
Solved! Go to Solution.
How do you get to the updates.paloaltonetworks.com using mgmt interface or outside (Internet facing interface).
Below KB on how to change service route option fro the device to use a different source ip while "talking" to the external recourses
P.S ping and traceroute are disabled on the server, so don't worry
I don't think so. If it was working fine before please try to use"check now" for few times. l do have these messages from time to time in our lab device.
it's several days this error occours, and we continue to click on "check now" but nothing change.
Could it be a bug of PanOS? The version is 7.1.7.
do you see "check now" at the log with the external interface and did you configure NAT as well?
not the external interface - then change the service route
no NAT and private IP - then used NAT with Public IP
still not working - please show the log entry and rule
If your not blocking any of the update traffic, have you cheked to see if the licenses are still valid? Perhaps perform a refresh on them.
Device->Licenses-> Retrieve licenses from server
Also make sure you are not SSL decrypting that traffic.
Happened to me when we renewed support.
Ok as people already mentioned here:
1) check the licenses
2) change the service route to use your external IP to talk to the updates servers
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