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Prisma Access

INC_SC_PRIMARY_WAN_PROXY_TUNNEL_DOWN

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Learn about the INC_SC_PRIMARY_WAN_PROXY_TUNNEL_DOWN incident.

Synopsis

The primary WAN proxy tunnel <tunnel-name> for the service connection is down.

Incident Code—INC_SC_PRIMARY_WAN_PROXY_TUNNEL_DOWN

Severity—Warning

For details about incident severity, see Incidents Distribution Over Time in Incidents and Alerts Overview.

Prisma Access


Raise condition	The proxy tunnel is down for at least 10 minutes.
Clear condition	The proxy tunnel is up for at least 8 minutes.

Check for any resource utilization issues on the device where this tunnel terminates.
If there are any in-path devices prior to the terminating device, check for any resource utilization issues there, as well.
Perform a ping and traceroute to check for any latency inconsistencies or packet loss between the site and Prisma Access location.
Contact your ISP in case of packet loss. If there is no packet loss or results are inconclusive:
1. Isolate some test traffic and perform packet captures.
2. Check for any TCPs that are out of order, lost segments, or retransmission, which might indicate packet loss through the tunnel.
3. If you observe these issues, take packet captures of the ESP traffic, so you can see the public IP addresses between the Prisma Access location service IP address and the remote VPN peer IP address.
4. Review for gaps in the ESP sequence numbers, which indicates in-path packet loss, or out-of-order ESP sequence numbers, which indicate reordering by a network device in the path.
5. If there are other network devices in the path prior to the terminating device, perform steps a through d to help isolate the problematic network device.
Contact your ISP to check for any issues at the remote site.
If these steps don't help you resolve your issue, contact the Palo Alto Networks Customer Support Portal.