can't sign in paloalto pa-440 device with admin account

[A.Yang595201]

invalid username or password to login PaloAlto firewall PA-440

[mshekh]

Hi @A.Yang595201 ,

Can you share more details, is it a new device or it was working and suddenly you are not able to login to device.

Additionally, Please refer the below kb to recover the password.

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClkxCAC

[A.Yang595201]

It is a device has been setup in 2024. It is working few months since June, 2024. I tried to login both devices 1/14 with admin account. It said invalid username or password. Our devices, we did create password expire profile for users, but not for admin. Not sure why I can't login admin account. We do have HA device configured, and both devices I couldn't login with admin account. Two weeks ago, we do have UPS power failure issue on primary device, then it failover to secondary device. After primary device is power on. It failover back to primary. I notice I haven't login these both devices at least one month. I am not sure if I power off secondary device, then power back on, will help me to login secondary device? Any suggestions, Thanks

[mshekh]

Hi @A.Yang595201 ,

May I check if the device is connected to Panorama or you are managing it locally.

Also are you able to login with other non-admin accounts.

[A.Yang595201]

We manage device locally. I couldn't login other non-admin accounts that I assigned to other IT staffs. If I restart the device one at a time, will it help, since we have HA configured?

[mshekh]

Hi @A.Yang595201 ,

What is the running PAN-OS version at the device, you may try with restart the device but very less chances for recovery.

You have to follow the password recovery article to recover the password.

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClkxCAC

[A.Yang595201]

10.2.7-h3

[mshekh]

Hi @A.Yang595201 ,

Thanks for info, Please try with recovery as per shared KB.

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClkxCAC

[A.Yang595201]

Thanks for the KB link. I am able to create ticket with Palo Alto now. I will see what other options can solve this issue. I will post later if I have resolved. Thanks for your help

[A.Yang595201 · Accepted solution]

Hi Mshekh,

I was working with Palo Alto engineer to go to maintenance mode and boot from "Debut reboot" on passive device first. And I am able to login my admin account. Create "Save named configuration snapshot" and export "Save named configuration snapshot" file for backup. Then failover from primary to this secondary. Repeat on the primary device to boot from "Debut reboot", and able to login admin account. create save configuration file. Finally, failover back to primary device. It seems my two devices just need to reboot, then I am able to login again.