Factory reset on a PA-3220 that was part of an HA cluster

[rbottiglieri]

I have been working with Palo Alto support on our passive PA-3220, which can no longer boot up successfully. Power cycling the device doesn’t bring it back; it just keeps rebooting until eventually it ends up in maintenance mode. Palo Alto recommends performing a factory reset on the device and then restoring the device from a backup configuration. Here’s some background on our configuration:

• 2 x Palo Alto PA-3220 devices in a HA configuration (active/passive).
• Both appliances are running PAN-OS 10.1.14-h6, which is the current preferred release for 10.1.
• The crashed device is the passive node at the time of crash.
• The crashed device was the lower priority device in the HA configuration.
• I have backup configurations saved for both devices after they were updated to their current PAN-OS version.
• Everything is still connected to together in the rack; no physical changes have been made to any cables or connections.
• The active device correctly reports that the passive node in the cluster is not available.

Is it safe to just connect a laptop to the console on the crashed device to perform the reset, or do I have to completely disconnect all Ethernet and HA cables from the down device first? As I understand it, the steps are:

1. Perform a factory reset of the crashing device from the console.
2. After the reset and reboot, and while still connected to the console, logon to the device and set the management interface IP address. The device reboots.
3. At that point, connect to the management interface via web GUI or SSH.
4. Update the device to the desired PAN-OS version. Reboot.
5. Apply the saved configuration from the backup configuration file. Reboot. This should restore all the settings, including the ethernet interface configurations.

At that point, the active node should see the other device in the pair, and it should all be in sync? Am I missing anything here

Thanks!

Rich

[JayGolf]

Hi @rbottiglieri ,

You'll be fine leaving the cables (data + HA) connected to the passive device while you're consoled in. Once passive device is operational and config committed, the active PA should detect the passive PA and should sync automatically. If they don’t sync automatically, you can manually sync the config from the active PA (Device > High Availability > Operational Commands).