Synopsis

Required License

Details

Correlated Alerts

Remediation

Check whether you can ping the authentication server from your machine. If
ping
is successful, proceed to step 2. If
ping
fails, contact your server team to verify that the server is up.
If your server is up, confirm whether the alert has cleared. If it has, proceed to step 2.
If the alert hasn't cleared, proceed to step 2, or open a support case with the Palo Alto Networks Customer Support Portal.
If your server is down, contact your server team to bring the server back up.
Perform a
traceroute
from your machine to identify the hop at which it fails.
From a Windows machine
—Enter
tracert x.x.x.x
from the command window, where
x.x.x.x
is the server's IP address.
From a macOS machine
—Enter
traceroute x.x.x.x
from the terminal, where
x.x.x.x
is the server's IP address.
Verify whether the
traceroute
fails in your network, on your ISP, or on a
Prisma Access
gateway.
If it's failing in your network, contact your networking team. You can also open a support case on the Palo Alto Networks Customer Support Portal.
If it's failing on a
Prisma Access
GlobalProtect gateway, open a support case with Palo Alto Networks Customer Support Portal.
If it's failing on the ISP, contact the ISP or open a support case with Palo Alto Networks Customer Support Portal.