Step 1: Review the incident details. Note the affected site and ION, incident time and duration, current software version, hardware model, any recent software upgrade or downgrade, and related incidents. Check whether the incident is affecting device operation, traffic, or applications.

Step 2: Go to Configuration > Prisma SD-WAN > Devices > Claimed Devices and locate the affected ION. Verify the current software version and review Device State and Config and Events. If either connection is Offline, check for DEVICESW_DISCONNECTED_FROM_CONTROLLER and follow the DEVICESW_DISCONNECTED_FROM_CONTROLLER remediation.

Step 3: Check the current software release and hardware model against the Palo Alto Networks Prisma SD-WAN End-of-Life Summary. Confirm whether the release has reached End-of-Life and review any notes for the affected hardware model. If the version is not listed, do not assume that it is unsupported; active releases may not have an announced End-of-Life date.

Step 4: On the Claimed Devices page, select the affected ION and, from the ellipsis menu, select Schedule Software Upgrade. Review the Current Version and the versions available in the Software Version list. If a supported version approved for your environment is available, schedule the upgrade through the controller during an appropriate maintenance window. Do not change the device software locally through the CLI.

Step 5: On the Claimed Devices page, open Device Options and review the operation on the Device Software Upgrade screen. Check the current version, target version, download and upgrade status, and operation history. After the upgrade completes, confirm that the expected version is installed, Device State and Config and Events are Online, the ION is operating normally, and the incident clears.

Step 6: If no appropriate software version is available, the current version should already be supported, the software operation fails, or the incident does not clear, collect a support bundle and open a case with Palo Alto Networks Support. Do not attempt a forced downgrade unless directed by Support.

dump-support all file=image_unsupported_<ion_name>

For earlier releases that do not support the all option:

dump-support outputs file=image_unsupported_<ion_name>

Replace <ion_name> with the affected ION’s name as shown on the Claimed Devices page.