Lost NGFW PA CLI superuser password

[ccortijo]

Hello.

I have a question and I don't know if someone could help me with it.

I have 2 users on the Palo Alto firewall is a PA220

One of them that CLI superuser and I don't remember the password

The other one I have access to is admindevice but it won't let me create users via the GUI

I have tried to take a copy of the firewall configuration, reset it and upload the copy but it won't let me download the copy either.

Is there any way to remove the password of that superuser? Or, on the contrary, should I necessarily reset?

Thank you so much.

[ozheng]

Hello Ccortijio,

Do you have Panorama? If yes, you can switch context to the firewall or you can create a new account and push to the firewall.

Can you reboot the firewall? If yes, you can reboot to maintenance mode, then you select a previous version to boot on.

Otherwise, if your admin account can run "debug tac-login challenge", you open a case to TAC, and maybe the TAC can assist you.

Olivier

[ccortijo]

Hello Ozheng

Could you tell me how to talk to Tac? please. I can't reset de firewall.

[ozheng]

Hello Ccortijo,

Your device needs to be under an active support plan.

Then from the customer support portal, you can log a case to the TAC.

Olivier

[akuzhuppilly]

Hello @ccortijo 

If reset is an option then try following the below KBs:

How to Reset the Administrator Password

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

How to perform a factory reset on a Palo Alto Networks device

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000CldXCAS