Failed to check content upgrade info due to generic communication error.

[migration]

Recently, I am getting "Failed to check content upgrade info due to generic communication error.  Please try again later" error message.

Do you have any idea about the problem?  I faced with this problem at two different PoC.

Thanks.

-Ismail

[migration · Accepted solution]

For all interested parties:

After a support call to Palo Alto, it was determined that a "feature"(not a 'bug") that is "by design" was causing my issues.  Palo Alto says it is too costly to fix since there is a reasonable workaround.  If enough people complain to their SE, then maybe PA will fix the issue, which is still present in the new OS 4.0.x.

The fix was to add static ARP entries for each firewall's management interface in the layer3 sub-interface of the physical internal interface.

Once the ARP entries went in, my passive firewall was able to reach out to the Internet for PaloAlto updates.

Hope this helps!

Mike

[ggutierrez]

We recently migrated the updates to a CDN. The auth requests still go to updates.paloaltonetworks.com but the downloads are sourced from the following url:

http//:c0002083.cdn1.cloudfiles.rackspacecloud.com

If there is a rule set to allow updates only from our update server then you will need to add the ip from the new url.

[migration]

I did not specify any rule about updates. I am using default settings(factory-default settings of PAN 3.1.4)

Is this normal situation?

Thanks.

[ggutierrez]

You will need to configre a DNS server on the Device page to access the serrver. Be sure you can ping   updates.paloaltonetworks.com

[kkotsis]

Hello,

i have the same problem.

I am pinging updates.paloaltonetworks.com but i am getting the same error.

thanks,

Kostas

[migration]

Am having same issue here.  I am using two PA500's in an HA arrangement.  One firewall(active one) can retrieve the updates normally while the second, passive, firewall receives the error.

[sandro]

I'm having same problem too.

[migration · Accepted solution]

For all interested parties:

After a support call to Palo Alto, it was determined that a "feature"(not a 'bug") that is "by design" was causing my issues.  Palo Alto says it is too costly to fix since there is a reasonable workaround.  If enough people complain to their SE, then maybe PA will fix the issue, which is still present in the new OS 4.0.x.

The fix was to add static ARP entries for each firewall's management interface in the layer3 sub-interface of the physical internal interface.

Once the ARP entries went in, my passive firewall was able to reach out to the Internet for PaloAlto updates.

Hope this helps!

Mike

[ldormond]

Hello,

I am facing the same issue.

I have a Active/Passive PA2050 cluster and I get the same errir message on both devices when trying to check for new update content.

I have configured the appliances to only use mgmt interface and both firewalls can ping the update server (so there is no ARP issue) from the mgmt interface but I still get this error.

Any  idea?

Regards,

Laurent

[lnwh]

The fix was to add static ARP entries for each firewall's management interface in the layer3 sub-interface of the physical internal interface.

Once the ARP entries went in, my passive firewall was able to reach out to the Internet for PaloAlto updates.

Nice fix it works for me.

I can ping update server but can't dowload files but after this fix it is works.

Thanks

Niklas