How to Fix - Error in getting locked users?

[jloehndorf]

I have users locked out and yet when I go to Device > Authentication Profile is how this error in the Locked Users column "Error in getting locked users".  What is cause and how do I fix it?

This has now come up fairly often.

System PA-2020 with 4.0.4 code.

[ppatel]

Hello,

After how many tries does the the user lock out? And how frequent is the user trying to log in again after locking out?

Check the release notes for software version 4.0.13 which should address the issue.

39665 – Admins logging in to the firewall that are locked out after reaching the set number of failed login attempts are not be removed from the lock list after the failed login timer expires.

In 4.1 branch, this is addressed in 4.1.7.

Regards

[jloehndorf]

The issue is that in the LOCKED USERS Column the box states "Error in getting locked users".  I can not see the locked users, if there are any, and unlock them

Tries = 5

Timer = 15 min

But users, even after waiting an hour, still show locked out in the logs.  Now do I get the LOCKED USERS to show in the Device > Authentication Profile?

[sspringer]

Hi,

Can you ensure you are logged in as Superuser?

If you are receiving the error while logged in as Superuser then there may be problem with underlying database. You can search through the authd.log for keywords such as "corrupt", "dirty" or "malformed" that may point to problem with database. In addition to reviewing authd.log, the ms.log may contain some helpful messages. It is also possible more information could be gathered from WebUI debug() - this may give insight if there is problem with message format sent/received to the management server.

PANOS 4.0.4 is fairly old and there have been many addressed issues relating to authd, including the bug already mentioned. In general we recommend to run no later than 2-3 maintenance releases behind the current release.

- Stefan

[gswcowboy · Accepted solution]

Call into PAN Support as there could be a couple of issues going on here. Either the lockeduser.db is corrupt or the sqlite3 is returning an error while querying the locklist. Calling Support might be the most expeditious way of rectifying the matter.

-Renato