Serial number does not exist when registering PA-820 FW

[smelias]

Hi,

Anyone encounter a problem of getting a "serial number does not exist" error message when trying to register a PA-820 FW?

We originally had the tac decommission one of our previously purchased 820 fw's as it was misplaced when relocating buildings. After several weeks we relocated the unit and need to re-activate, re-commission the unit. This seems to be an impossible / irreversible task.

(ie: tac apparently can't re-enable the device back in the master palo alto licensing server)

Any ideas - perhaps via the licensing api's to force a re-registration?

Thanks

[reaper]

those need to be re-added in the backend (there's a recertification process for previously decommissioned devices that are resold via second market)

you can reach out to your sales team o they can help escalate this to the right team

[smelias]

Hi Tom,

I'm being told - "received confirmation from distribution that after the unit has been decommissioned it cannot be reactivated."

Did they change policy at some point or do you know what the right team is. Keep going around in circles.