Assistance: my palo is not accessible.

[camagate]

Assistance: my palo is not accessible.
I n is happening more access to my palo, after having placed in demo for a client, only the power LED lights.
I try dy by console access and management, but it did nothing.

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je n est arrive plus à accéder a mon palo ,après l avoir placé en demo  chez un client.

seul le led power s'allume.

je essai d y accéder par console  et management ,mais ça n'a rien donné.

[mivaldi]

If console is not responsive with serial cable settings: 9600 8-N-1, contact Palo Alto Networks support for an RMA.

Mariano.

[hshah]

Hi Camagate,

Please physically power down PAN, it means remove power cord and re-insert. Check if it works.

EDIT:Following step is only applicable to devices like PA-2020/PA-5k , where HDD is external. Do not perform it on devices with internal HDD.

If not, reseat the HDD, physically power down and try again.

If that doesnt work then check console settings like BAUD RATE=9600, still doesnt work. Then its an RMA

Regards,

Hardik Shah

[camagate]

thank you,

I have doing step 1 without success.
but for the second how I could reinstall the HDD.

[DavePalo]

I would not open the case to reseat the HDD as this may invalidate your support agreement.

If you have removed and reinserted the power cable and you are still not able to get a response on the serial port using 9600 8-N-1, please contact PAN for RMA.

[hshah]

EDIT : If its a external drive [like PA-2020/PA5k], then do reseat. Do not perform this steps for devices with internal drives.

Moreover its a valid troubleshooting step.

Regards,

Hardik Shah

[ericgearhart]

hshah are you speaking with the authority of someone who works for Palo Alto Networks or are you just some random forum customer?

[hshah]

I am from PAN TAC.

[HULK]

Hello ericgearhart,

If you open the case to reset the HDD, it would definitely invalidate your support agreement. So, please open a case with support. They will guide you.

Thanks

[pulukas]

More reasons why we should know who is a Palo Alto support employee and speaking with that authority.

But even with that designation breaking the seals to open devices is something no manufacture supports.  With Palo Alto especially there are very few field installed parts.

[camagate]

thank you this is resolved,
but the problem is in the charger, I noticed that there's a flintlock it when I connect to the source of alimentattion.
the current does not happen normally.
thank you all.