Hello LiveCommunity Team!
I created this post to share my experience with an issue regarding the *Serviceability Commands* function in version 6.1.0-h7 of the Panorama Cloud Service plugin.
My client reports that this function is not operating as expected; the EDL and routing information sections appear empty, do not allow the selection of specific RN-SPN or MU-SPN nodes, and the following error is displayed::
PANORAMA > CLOUD SERVICE > SERVICEABILITY COMMANDS > EDL INFO MOBILE USER GATEWAY
PANORAMA > CLOUD SERVICE > SERVICEABILITY COMMANDS > ROUTING INFORMATION REMOTE NETWORK
We opened a support case with the TAC to investigate the RCA (Root Cause Analysis) of the problem.
The solution can be seen in the following comment.
Best Regards,
Daniel Romero
Senior Network/Security Engineer
PANW Partner
Hello LiveCommunity Team!
I shared the solution of the Serviceability Commands issue:
> Serviceability Commands are not working on Plugin 6.1.0-h7.
Diagnostic Steps Taken:
1. You explained that the issue began after upgrading the Prisma Access plugin version to 6.1.0-h7.
2. We verified from the backend that the External Dynamic Lists (EDLs) were functioning correctly and were being successfully retrieved.
3. There was a known issue as per CYR-60477 and we upgraded the Prisma Access plugin to 6.1.0-h9, after which we were able to successfully retrieve information using the serviceability commands for both Remote Networks (RNs) and Mobile Users Gateways. as shown below:
PANORAMA > CLOUD SERVICE > SERVICEABILITY COMMANDS > EDL INFO > REMOTE NETWORK
Conclusions:
- We were experiencing a known issue with the plugin, identified by internal ID CYR-60477.
- Whenever we plan to update the Cloud Services plugin, we must consult the official documentation regarding known issues with the target version.
Thank you for your time, and I hope this information is helpful in your daily cybersecurity work. I would greatly appreciate your support by liking or accepting this as a useful post; it would help me a lot in becoming a CyberElite!
Best Regards,
Daniel Romero
Senior Network/Security Engineer
PANW Partner
Hello LiveCommunity Team!
I shared the solution of the Serviceability Commands issue:
> Serviceability Commands are not working on Plugin 6.1.0-h7.
Diagnostic Steps Taken:
1. You explained that the issue began after upgrading the Prisma Access plugin version to 6.1.0-h7.
2. We verified from the backend that the External Dynamic Lists (EDLs) were functioning correctly and were being successfully retrieved.
3. There was a known issue as per CYR-60477 and we upgraded the Prisma Access plugin to 6.1.0-h9, after which we were able to successfully retrieve information using the serviceability commands for both Remote Networks (RNs) and Mobile Users Gateways. as shown below:
PANORAMA > CLOUD SERVICE > SERVICEABILITY COMMANDS > EDL INFO > REMOTE NETWORK
Conclusions:
- We were experiencing a known issue with the plugin, identified by internal ID CYR-60477.
- Whenever we plan to update the Cloud Services plugin, we must consult the official documentation regarding known issues with the target version.
Thank you for your time, and I hope this information is helpful in your daily cybersecurity work. I would greatly appreciate your support by liking or accepting this as a useful post; it would help me a lot in becoming a CyberElite!
Best Regards,
Daniel Romero
Senior Network/Security Engineer
PANW Partner
