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INC_GLOBALPROTECT_GW_USER_AUTH_ TIMEOUT_FAILURES_COUNT_EXCEEDED_ ABOVE_BASELINE_ALL_PA_LOCATIONS

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INC_CIE_DIRECTORY_DISCONNECT

INC_GLOBALPROTECT_GW_USER_AUTH_ TIMEOUT_FAILURES_COUNT_EXCEEDED_ ABOVE_BASELINE_PER_PA_LOCATION

INC_GLOBALPROTECT_GW_USER_AUTH_ TIMEOUT_FAILURES_COUNT_EXCEEDED_ ABOVE_BASELINE_ALL_PA_LOCATIONS

Learn about the INC_GLOBALPROTECT_GW_USER_AUTH_TIMEOUT_FAILURES_COUNT_EXCEEDED_ABOVE_BASELINE_ ALL_PA_LOCATIONS incident.

Synopsis

Gateway authentication timeout failures are higher than twice the baseline for all Prisma Access locations.

Incident Code—INC_GLOBALPROTECT_GW_USER_AUTH_TIMEOUT_FAILURES_COUNT_EXCEEDED_ABOVE_ BASELINE_ALL_PA_LOCATIONS

Severity—Critical

Required License

AI-Powered ADEM

Details

	Description
Raise condition	The incident is raised at the tenant, when the average authentication timeouts are more than twice the baseline in 45 minutes.
Clear condition	The incident is cleared at the tenant, when the average authentication timeouts are less than twice the baseline in 45 minutes.

Correlated Alerts

AL_GLOBALPROTECT_GW_USER_AUTH_SUCCESS_COUNT_DROPPED_BELOW_BASELINE_ ALL_PA_LOCATIONS
AL_GLOBALPROTECT_GW_USER_AUTH_SUCCESS_COUNT_DROPPED_BELOW_BASELINE_ PER_PA_LOCATION
AL_GLOBALPROTECT_GW_USER_AUTH_TIMEOUT_FAILURES_COUNT_EXCEEDED_ABOVE_ BASELINE_ALL_PA_LOCATIONS
AL_GLOBALPROTECT_GW_USER_AUTH_TIMEOUT_FAILURES_COUNT_EXCEEDED_ ABOVE_BASELINE_PER_PA_LOCATION
AL_GLOBALPROTECT_USER_COUNT_DROPPED_BELOW_BASELINE_ACROSS_PER_PA_LOCATION
AL_GLOBALPROTECT_USER_COUNT_DROPPED_BELOW_BASELINE_ALL_PA_LOCATIONS

Remediation

Check your authentication service availability on those services.

For on-premise authentication services (such as LDAP, Radius, or Kerberos), you can review audit logs for incoming user requests or login errors. If there is a lapse in incoming requests, take packet captures on the relevant network path.
For public authentication services (such as SAML or cloud LDAP or Radius services), review audit logs provided by your authentication service. If there is a lapse in incoming requests, check with your authentication provider for any ongoing outages.

INC_CIE_DIRECTORY_DISCONNECT

INC_GLOBALPROTECT_GW_USER_AUTH_ TIMEOUT_FAILURES_COUNT_EXCEEDED_ ABOVE_BASELINE_PER_PA_LOCATION

Prisma Access Docs

INC_GLOBALPROTECT_GW_USER_AUTH_ TIMEOUT_FAILURES_COUNT_EXCEEDED_ ABOVE_BASELINE_ALL_PA_LOCATIONS

Prisma Access Docs

INC_GLOBALPROTECT_GW_USER_AUTH_ TIMEOUT_FAILURES_COUNT_EXCEEDED_ ABOVE_BASELINE_ALL_PA_LOCATIONS

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Required License

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