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INC_MU_DNS_SERVER_UNREACHABLE_ PER_PA_LOCATION

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Learn about the INC_MU_DNS_SERVER_UNREACHABLE_PER_PA_LOCATION incident.

Synopsis

Mobile user DNS server <server IP address> is unreachable from Prisma Access location <location-name>.

Incident Code—INC_MU_DNS_SERVER_UNREACHABLE_PER_PA_LOCATION

Severity—Critical

AI-Powered ADEM

	Description
Raise condition	85% of instances cannot reach the DNS server for the last 12 minutes for the Prisma Access location.
Clear condition	Instances can reach the DNS server for the last 6 minutes for the Prisma Access location.

AL_MU_DNS_SERVER_UNREACHABLE_PER_PA_LOCATION

Identify the impact area by pinging a public DNS server and your private DNS server servicing this Prisma Access location. If this behavior affects the public DNS, contact Palo Alto Networks Customer Support Portal.
If you see this behavior only on a private DNS, identify whether this DNS server is reachable from other Prisma Access locations or from another site within your on-premises infrastructure. If the server is reachable from other Prisma Access locations or on-premises, but not the impacted site, proceed to step 3.
Collect traceroute data to help identify the network path for this Prisma Access location. Based on the traceroute, validate the IPSec tunnels for the target data center or branch.
If the traceroute doesn't help you identify the stoppage, contact Palo Alto Networks Customer Support Portal.