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DYNAMIC UPDATES DISPLAY ERROR AFTER viewed:
Support Cases CLICKING ON CHECK NOW BUTTON
Setting a Service Route
187498 for Services to Use a
Activate Products Created On 09/25/18 20:40 PM - Last Modified 04/20/20 23:58 PM
Dataplane Interface from
the Web UI and CLI
License Management DEVICE MANAGEMENT INITIAL CONFIGURATION INSTALLATION QOS

Getting Started: Packet

ZONE AND DOS PROTECTION
Account Management Capture
Symptom
Members After checking Dynamic Update under Device tab after clicking on the Check Now button displays the How to Generate and
following error: Upload a Tech Support
File Using the WebGUI
Groups and CLI
"Failed to check content upgrade info due to generic communication error. Please check network
connectivity and try again."
Professional Services How to Manually Import
and Install PAN-OS from
Assets the CLI

Tools Configuration for update

server when static
update server is used in
WildFire Firewall and Panorama

AutoFocus

Updates Cause Actions

There can be several reasons that cause this message to appear and they are usually related to how the
Resources firewall is able to reach out to the internet.
 Print
 Follow
Resolution
1. Verify the firewall has DNS servers configured to be able to resolve updates.paloaltonetworks.com:  Copy Link
From the WebGUI: Go to Device > Setup > Services:

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2. Ensure the firewall has an appropriate Default Gateway and interface speed and duplex are set to
match the switch it is connected to:

 
3. Make sure the firewall is able to resolve FQDNs:

Gustavo Xavier
 admin@firewall>ping host www.example.com
PING www.example.com (93.184.216.34) 56(84) bytes of data.
64 bytes from 93.184.216.34: icmp_seq=1 ttl=52 time=107 ms
64 bytes from 93.184.216.34: icmp_seq=2 ttl=52 time=106 ms
C U S T O M E R S U P P O R T P O R TA L
64 bytes from 93.184.216.34: icmp_seq=3 ttl=52 time=106 ms
^C

Support Home --- www.example.com ping statistics ---

3 packets transmitted, 3 received, 0% packet loss, time 2002ms
rtt min/avg/max/mdev = 106.349/106.643/107.025/0.388 ms
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4. Traceroute  out to updates.paloaltonetworks.com verify the correct path is taken (the final host will
Activate Products not reply)

License Management admin@firewall> traceroute host updates.paloaltonetworks.com

traceroute to 199.167.52.141 (199.167.52.141), 30 hops max, 40 byte
packets
Account Management
1  10.192.16.1 (10.192.16.1)  0.522 ms  0.507 ms  0.497 ms
2  1.111-11-1.adsl-static.isp.belgacom.be (1.11.111.1)  32.761 ms 
Members
32.753 ms  32.740 ms
3  2.222-22-2.adsl-static.isp.belgacom.be (2.22.222.2)  81.856 ms * *
Groups
4  * * *
5  * * *
Professional Services 6  * * *
7  prs-bb4-link.telia.net (213.155.136.222)  82.884 ms * *
Assets 8  ash-bb4-link.telia.net (62.115.122.159)  142.306 ms  147.212 ms *
9  sjo-b21-link.telia.net (80.91.248.188)  226.073 ms  222.208 ms 
Tools 214.858 ms
10  internap-ic-140172-sjo-b21.c.telia.net (213.248.81.134)  201.253
WildFire ms  198.637 ms  219.945 ms
11  66.151.144.15 (66.151.144.15)  225.185 ms  242.096 ms  178.880 ms
AutoFocus 12  paloaltonetit-5.border3.sje011.pnap.net (66.151.155.74)  194.397 ms
* paloaltonetit-5.border3.sje011.pnap.net (66.151.155.74)  206.609 ms
Updates 13  * * *
14  * * *
15  * * *
Resources
16  * * *

 
5. Verify Service Routes are set as expected, some services may need to be redirected over a dataplane
interface in case the management network is isolated, use Default or Custom settings:

 
6. Make sure the firewall is allowed to make outbound connections through the security policy: 

Note: There is no URL filtering or file blocking profile

 
 

7. If ssl decryption is used, "Verify Update Server Identity" may need to be disabled if
updates.paloaltonetworks.com is not excluded from decryption:

Gustavo Xavier
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Gustavo Xavier