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Strata Logging Service

Troubleshooting Firewall Connectivity

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If you’re having trouble connecting your firewall to Strata Logging Service, here are some steps you can try to solve the issue.

Where Can I Use This?	What Do I Need?
NGFW, including those funded by Software NGFW Credits Prisma Access	One of these: Strata Cloud Manager Pro `Strata Logging Service`

Find out what to do if one of the firewalls in your Inventory shows one of these issues:

License Expired
Needs Certificate
Certificate Expired
Connected but Logging Rate is Zero
Failed to Fetch FQDN

License Expired

If a firewall is disconnected, check its license status by logging into the firewall CLI and entering the following:

request license info

Sample output:

Feature: Logging Service
				Description: Device Logging Service
				Expires: April 06, 2038
				Expired?: no

If you see Expired?: yes, follow the steps below to refresh the license on the firewall or on the Panorama managing the firewall.

Firewall	Panorama
For Panorama-managed firewalls, refresh the license from Panorama. For firewalls not managed by Panorama, manually refresh the license from Device > License in the firewall UI.	If the license on the Panorama managing the firewall is expired, refresh the license on Panorama.

If the above does not resolve the issue, enter the following command in the firewall CLI:

If Strata Logging Service Forwarding is enabled, enter:request logging-service-forwarding status
If Duplicate Logging (Cloud and On-Premise) is enabled, enter:debug log-receiver log-forwarding-connections status

Sample output:

Logging Service Licensed: Yes
				Logging Service forwarding enabled: No
				Duplicate logging enabled: No
				Enhanced application logging enabled: No

				Logging Service License Status:
				Status:

				Fetch:

				Install:
				Status: Success
				Msg: Successfully install fetched license
				Last Fetched: 2021/12/22 11:56:34

				Upgrade:



				Logging Service Certificate information:
				Info: Failed
				Status: failure
				Last fetched: Mon Dec 27 15:20:44 2021



				Logging Service Customer file information:
				Info: Failed to validate server certificate for endpoint api.paloaltonetworks.com
				Status: failure
				Last Fetched: 2021/12/27 15:24:24

If your output contains similar failures, this means that you upgraded a device from PAN-OS 10.0 or earlier to PAN-OS 10.1 or later, or you installed a device certificate on your 10.1 or later device. In that case, you should restart the management-server or restart the device. You can use the following CLI command to restart the management-server:

debug software restart process management-server

Needs Certificate

If the Certificate Status of a firewall indicates that the firewall Needs Certificate, this means that the firewall must be onboarded to Strata Logging Service.

Certificate Expired

To check the Certificate Status of a firewall, log into the firewall CLI and enter the following:

request logging-service-forwarding status

For Firewall running on 10.1 or earlier, enter:request logging-service-forwarding certificate info

For firewall running on 10.1 or later, enter:show device-certificate infoshow device-certificate status

If the output states that the certificate has expired, then follow the steps below for manually refreshing the certificate on the firewall.

If the output contains Info: Error sending CSR signing request to Panorama, then follow the steps for refreshing the certificate on Panorama.

Firewall	Panorama	Unmanaged Firewall
In the firewall CLI, enter request logging-service-forwarding certificate delete request logging-service-forwarding certificate fetch	In the Panorama CLI, enter request plugins cloud_services logging-service status If the output contains Logging service certificate expired, then fetch a new certificate using the following command: request plugins cloud_services panorama-certificate fetch otp <value> where value is the one time password OTP needed to fetch the certificate from the customer support portal(CSP) server. If the command failed, check the plug-in log file with the following command: less mp-log plugin_cloud_services.log Otherwise, return to the CLI of the firewall you are troubleshooting and enter request logging-service-forwarding certificate fetch	In the firewall CLI, enter request logging-service-forwarding certificate fetch-noproxy pre-shared-key <value> Here value is the pre-shared key from the customer support portal (CSP).

After you’ve completed the above, check the certificate status in your Strata Logging Service Inventory.

Connected but Logging Rate is Zero

If the Connection Status of your firewall is Connected but the Ingestion Rate is zero, then verify that your log forwarding profiles are correctly configured.

Failed to Fetch FQDN

The firewall may be unable to connect because it is not successfully retrieving the ingest/query FQDN for Strata Logging Service. To find out if this is the case, log in to the firewall CLI and enter

request logging-service-forwarding status

request logging-service-forwarding customerinfo show

Sample output:

Logging Service Customer file information:
				Customer ID: xxxxxxx
				EAL Ingest FQDN: xxxxx.fei.lcaas-qa.us.paloaltonetworks.com.
				Ingest FQDN: xxxxxx.in2.lcaas-qa.us.paloaltonetworks.com
				Info: Failed to fetch ingest/query FQDN for customer (curl failed)
				Query FQDN: xxxxx.api2.lcaas-qa.us.paloaltonetworks.com:444
				Status: failure
				Last Fetched: 2020/07/22 19:01:06

If you see Info: Failed to fetch ingest/query FQDN for customer (curl failed) as in the above, then enter request logging-service-forwarding customerinfo fetch

to manually refresh the certificate. Then, check the Connection Status in your Strata Logging Service Inventory to see if the firewall is now connected.

Strata Logging Service Log Types

View Logs in Strata Logging Service

Strata Logging Service Docs

Troubleshooting Firewall Connectivity

Strata Logging Service Docs