Firewall Access issue

[shirishkulkarni]

Hi Team,

The user is having issues logging in to the firewall. Please find below a screenshot and suggest how we should troubleshoot. Under the system log, I see authentication success, but the user is not able to login.

[kiwi]

Hi @shirishkulkarni ,

Are you by chance running into bug-issue PAN-171300 ?

When logging on to the firewall using "admin" account/"non-default" password, the Password Change Required page pops up.

Are you running an earlier PAN-OS version perhaps ?

PAN-171300 was fixed in 11.0.0, 10.2.4, 10.1.0, 9.1.16

Hope this helps,

-Kim.

[shirishkulkarni]

We are running VM-300 firewall and version is 10.1.6, we observe this issue face by single user, rest users dont have this issue.

[BPry]

@shirishkulkarni,

If you're using external authentication for an admin login, have you tried having them simply change the password of that account outside of the firewall? Sounds like your external authentication is telling the firewall your password needs to be changed and the firewall is attempting to allow you to do that, however it's not configured in a way that actually allows that to function.

This explains why you're seeing the successful authentication in the logs, because the user is authenticating successfully. Similar to how it would work on Windows however, if you're password needs to be changed and you can't proceed through that prompt for any reason it won't actually give the user access. 

[shirishkulkarni]

He is using LDAP authentication to access the firewall; other colleagues don't have any issues; he changed his password on AD, but the issue still persists.