PA-3020 AutoCommit fails - commit force fails

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L4 Transporter

PA-3020 AutoCommit fails - commit force fails

Hey all!

I have a problem with my second passive PA-3020. (7.1.7)

We had a loss of power so the firewall was shutdown hard.

When it's booting now, the autocommit fails.

When I do a commit force, it says: "Threat database handler failed".

Then I stumbled over this link: https://live.paloaltonetworks.com/t5/Featured-Articles/Threat-Database-Handler-Commit-Error/ta-p/120...

When I do the request anti-virus upgrade install file, it says: "Server error : Failed to schedule an install  job".

 

Can someone help me?

 

Thanks!

L6 Presenter

Re: PA-3020 AutoCommit fails - commit force fails

Hi,

 

A couple of quick questions:
- Have you tried rebooting the firewall?

- Have you tried manually uploading the database?
- What other things have you tried?

You might need to do a factory reset to get this fixed.

L7 Applicator

Re: PA-3020 AutoCommit fails - commit force fails

Have you tried to download latest database from support portal, uploaded it manually and tried to install then?

 

Edit: @TranceforLife was faster :)

Enterprise Architect @ Cloud Carib www.cloudcarib.com
ACE (3.0, 5.0, 6.0, 7.0), PCNSE (6, 7), PCNSI
L6 Presenter

Re: PA-3020 AutoCommit fails - commit force fails

:D 

p.s We had exactly the same case with TAC. 

L4 Transporter

Re: PA-3020 AutoCommit fails - commit force fails

Yeah I rebooted the firewall, but still the same.

 

And I tried to manually install the antivirus:

 

"Server error : Failed to schedule an install  job".

 

 

L6 Presenter

Re: PA-3020 AutoCommit fails - commit force fails

You might need to reset the firewall to its default. At least this is what we were doing. Not the best solution but might be the only one way to bring the device back online.

L4 Transporter

Re: PA-3020 AutoCommit fails - commit force fails

and then restore the config or will there be the same problem?

L6 Presenter

Re: PA-3020 AutoCommit fails - commit force fails

Yes, just restore the confirm. This issue is not a configuration issue.

Community Team Member

Re: PA-3020 AutoCommit fails - commit force fails

Hi @MPI-AE,

 

The Threat database handler is a 'known' commit failure.

 

In most cases a corrupt AV signature database or Content database will cause these type of auto commit failures.   AV update process or Content update process might have been terminated abruptly without any indication to the user leaving the AV signature database corrupt  or Content database corrupt.

 

Usually a manual Anti-Virus install from the CLI will serve as a workaround for this issue.  Download the Anti-Virus file manually from https://support.paloaltonetworks.com and upload the same to the firewall. After the upload, use the following command to do the manual AV install from the CLI.

 

> request anti-virus upgrade install file

 

If the manual install workaround fails for some reason, then another workaround for this issue is described below:

 

  1. Remove the contents of the following folders (root access might be required ... contact Support for this):
    /opt/pancfg/mgmt/updates/curav/
    /opt/pancfg/mgmt/updates/oldav/
    Remove only the contents of the folder and leave the folders intact.
  2. Restart the device server process.
  3. Do a commit force. 

Hope it helps !

-Kiwi.

Highlighted
L4 Transporter

Re: PA-3020 AutoCommit fails - commit force fails

Hey kiwi,

 

yeah that's it!

 

I had to contact TAC because I tried everything.

 

There were corrupted content files.

 

So TAC removed these files with root.

 

And then we were able to do the commit.

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