Prisma Access Known Issues
Prisma Access has the following known issues.
In a multi-tenant deployment, admin users that have more than one access domain cannot configure new remote networks or service connections, and can only view what is already deployed.
Workaround: Create the access domain first, then select the access domain you created when you convert the single tenant to a multi-tenant setup.
If you have a Prisma Access Edition license that is for Mobile Users only or Remote Networks only, the URL example that is displayed in the API key window under the existing API endpoint section is incorrect.
https://api.gpcloudservice.com/getPrismaAccessIP/v2. The URL has not changed, only the example in the UI is incorrect.
When attempting to retrieve Logging Status information from Troubleshooting Commands (
) and selecting
Allremote networks, the request times out.
Workaround: The issue might be with one or more locations or remote networks being slow to respond. Try selecting a single mobile user location or remote network.
When using Troubleshooting Commands (
) with Panoramas that are in High Availability mode, the commands cannot be run from the passive Panorama.
Remote networks that aggregate bandwidth by compute location instead of by location cannot be onboarded in bulk by exporting, modifying, and then importing a CSV file.
When using Panorama 10.
xto manage Prisma Access, if you configure an Authentication Enforcement Profile under
and specify an Authentication Profile that resides in a Shared location, you receive an error when committing the changes.
Workaround: If you use a Panorama 10.
xto manage Prisma Access, do not use a shared Authentication Profile for any Authentication Enforcement Profile; instead, use an Authentication Profile that is under one of the Prisma Access Templates.
When performing a local commit or
Commit and Pushoperation, you receive the error
Internal Server Error: Failed to aggregate bandwidth configuration.
Workaround: Check the DNS configuration of the Panorama appliance that manages Prisma Access, and check that Panorama is able to contact your network's DNS servers, then retry the operation.
When in multi-tenant mode, an empty field displays in the Push Scope.
There is a delay observed to populate the Rule Usage column on the Policies page.
Workaround: Refresh the page by clicking on the refresh button on the right side.
In addition, the Preview Rules tab does not display the Rule Hit counters.
Workaround: Click the
Rule Usagecolumn to display the Rule Hit count for the rule.
After a commit and push operation, jobs either become stuck in
initstate or fail to complete.
Workaround: The issue might be with an EDL update being processed at the same time as the commit operation. To workaround the issue, select
and change the
External Dynamic Lists
Check for updatessetting from
Every five minutesto
When you enter the
show pbf extended-address allcommand to retrieve the traffic steering cache, an FQDN displays with an asterisk, such as *.example.com.
Workaround: No workaround is required. The displayed FQDN is correlated to the FQDN server that presented the certificate.
When configuring a Mobile Users - GlobalProtect deployment using SAML authentication, you receive a
pangp.gpcloudservice.com is missing certificateerror when you commit your configuration changes.
Workaround: Add the missing certificate in your SAML IdP configuration by selecting
in Panorama and adding the certificate.
When using traffic steering, if you specify External Dynamic List that has an IP address and port, traffic is not forwarded to the target.
Workaround: Remove the port number from the IP address.
In a multi-tenant environment, tenant names with a period (
.) in the name cause configuration tabs to be grayed out after commit.
Workaround: Do not create tenants that have a period in their name.
After removing LDAP group mapping configuration, Prisma Access lost group mapping retrieved from Directory Sync.
When administrators log out a mobile user who is logged in using SAML from the Prisma Access status page (
), a Single Logout (SLO) request is not generated. As a result, the user is logged out of the gateway but is not logged out of the IdP, and if the client SAML cookie is still valid, the user can reconnect without having to input credentials.
The Panorama that manages Prisma Access does not detect hit counts for rules.
When you create a traffic steering rule, Prisma Access does not auto-populate the Source User, Dynamic User Group, External Dynamic List (EDL), or custom URL category in the user interface.
Workaround: Open a CLI session with the Panorama that manages Prisma access, enter configuration mode, and enter the
set plugins cloud_services multi-tenant tenants
no-pbf]] | [
dag-name]] | [
other-value]] | [
source-options] | [
source-user-name]] to have the shared objects available for selection.
Extra IPSec termination nodes are allocated to a compute location if you allocate bandwidth multiple times in a very short time interval.
When you allocate Bandwidth to a compute location from the Onboarding section, that allocation is not reflected immediately in the Bandwidth Allocation tab until you manually refresh the page.
Workaround: Manually refresh the Panorama that manages Prisma Access.
When you upgrade the Cloud Services plugin and then perform a commit operation, not all Prisma Access components are selected in the Push Scope.
Commit and Push
Edit Selectionsin the
Push Scope, and make sure that all Prisma Access components (
Mobile User, and
Clean Pipe, depending on your license) are selected before committing and pushing your changes.
When you change the name of a target service connection group for traffic steering, the updated target name does not display in the Traffic Steering Rules area.
Workaround: Refresh the Panorama browser.
If you use IKEv2 with certificate-based authentication, only SHA1 is supported in IKE crypto profiles (Phase 1).
Workaround: Use an IKEv2 (Phase 1) cryptographic profile of SHA1 on your customer premises equipment and in Prisma Access.
If a service connection loses both its active and backup connectivity, mobile users lose connectivity to users and resources connected to Remote Networks and Service Connections.
If you have two Panorama appliances configured in high-availability mode, the passive Panorama will display an
out of syncmessage during a commit and push operation.
Workaround: Open a command-line interface (CLI) session on both the passive and active Panorama and enter the following commands:
Prisma Access bypasses Traffic Steering for rules with a service type of HTTP or HTTPS if you use an application override policy for TCP ports 80 and 443.
In addition, traffic steering does not work for URLs from URL categories referenced in the traffic forwarding rule if you have configured an application override policy for TCP ports 80 or 443.
Mobile user route summarization is not supported in hot potato routing mode.
When using hot potato routing, Mobile User route summarization may add extra latency for traffic between mobile users and headquarters or branch traffic.
After you create a traffic steering rule with an IP address, IP address group, EDL, or custom URL category as a Shared object, make changes to any of those objects, and then commit and push your changes, only the Shared object displays in the Push Scope. Prisma Access device groups doesn't get displayed in the push scope.
Commit and Push
Edit Selectionsin the
Push Scope, and make sure that you select all device groups (
Mobile User, and
Clean Pipe, depending on your license) before committing and pushing your changes.
When adding or deleting URLs to a custom URL category, Prisma Access does not purge its cache, and the change does not immediately take effect.
Workaround: Perform one of the following actions:
To make sure that Prisma Access can distinguish between users if the same username is shared between users who authenticate locally and users who authenticate using LDAP, you should authenticate LDAP users in the format of domain/username and authenticate local users in the format of username (without the domain name).
When using an antivirus profile attached to a security policy rule, files are not being scanned during an FTP session.
When using WildFire in remote network deployments, if you upgrade your Prisma Access dataplane to a version of 10.0.3 or later, you cannot retrieve the latest WildFire signatures in real-time. Prisma Access uses its default method of updating WildFire signatures every five minutes.
If Panorama access is disabled in an Admin Role Profile, you can still see the contents of the plugin, but the fields are read-only.
When you upgrade the Cloud Services plugin to 1.7, Prisma Access prepends an asterisk to URLs in custom URL categories, if you use this category in a traffic steering forwarding rule. If you use the same URL category policies for both traffic steering and other security policy rules, these changes apply to both the traffic steering rules and other security policy rules.
If you have custom URL categories that are not used in traffic steering forwarding rules, Prisma Access does not change the URLs in those categories.
Prisma Access prepends an asterisk to URLs in custom URL categories, which doubles the number of URLs entered in a custom URL category. Prisma Access supports a maximum of 300,000 URLs in URL category entries; if you use custom URLs for traffic steering and are close to this limit, the doubling of URLs might cause your deployment to exceed the limit of URLs.
If you used policy-based forwarding rules to forward internet-bound traffic to service connections in Prisma Access 1.6, Prisma Access makes the following additions to URLs in custom URL categories after you upgrade from 1.6 to 1.7:
If you already have added URLs with wildcards, Prisma Access might add URLs that duplicate existing URLs after the upgrade.
When you select
, the Service Status area displays
Cortex Data Lake
No data to display, even though Cortex Data Lake is working normally.
Workaround: Select the Table view icon on the top right side of the page to view a tabular view of the statistics instead of the Gauge view.
After you make configuration changes to an existing service connection or remote network connection (for example, changing the bandwidth, region, QoS, or BGP values), the job details in the Deployment Status page (
) might display a value of TIMEOUT, even if the job completed successfully.
Prisma Access does not support FTP data transfers in active mode.
When Prisma Access performs a dataplane upgrade on a mobile user instance (an upgrade to a Prisma Access gateway or portal), any failed commits on the instance that were performed before the upgrade will not be applied to the upgraded instance.
During a Prisma Access dataplane upgrade, BGP statistics may not be available for 30 minutes in the Network Details page. This unavailability has no impact on dataplane traffic.
If you use Microsoft Edge or Firefox when using traffic steering, the browser does not forward traffic on its first attempt.
Workaround: Refresh the browser, then retry the operation.
If, in a traffic steering deployment with multiple traffic forwarding rules, two URLs in two separate rules resolve to the same IP address, Prisma Access sends traffic to the first rule in the list and will not use the second traffic rule. Traffic steering evaluates multiple traffic forwarding rules in order from top to bottom.
For a Prisma Access deployment with two Panoramas configured in high availability, you are able to request an upgrade to the GlobalProtect software version on the passive Panorama. Software upgrade requests are not applied if you request them on the passive Panorama.
Workaround: Do not request software upgrades on the passive Panorama; only request upgrades using the active Panorama.
When using traffic steering, Palo Alto Networks does not recommend using multiple service connections (whether dedicated or non-dedicated) in a target service connection group that is referenced in a traffic steering rule.
Prisma Access does not support a rule type of Intrazone if the source and destination zones are both Trust.
If you enable ECMP on a remote network, the values shown in the Statistics tab under
Ingress Peak Bandwidth (Mbps)are correct; however, if you click the hyperlink for this value, the pop-up window that displays might show an incorrect value.
When creating a new mobile user deployment in multi-tenant mode, you receive an error that the Portal Hostname is not available when you assign it during mobile user onboarding.
Workaround:Before you begin your mobile user configuration, add an Infrastructure Subnet, commit all your changes to Panorama, and push the configuration changes to Prisma Access.
Some files are being skipped for DLP scanning when using OneDrive to upload multiple files.
When using DLP on Prisma Access, you can upload up to 25 files at a time.
When attaching a parent Device Group to a new remote network tenant in multi-tenant mode, the administrator is unable to attach device groups and templates.
Workaround:Log out, then log back in to Panorama.
If you use Box to upload multiple files, and one or more of the files are larger than 5 MB, the upload of all files will not complete. To continue, find the files in Box that are larger than 5 MB and click
Xto stop the download of those files.
If you change the master key in Panorama (in
), the master key for Cloud Services is not synchronized with this master key.
Master Key and Diagnostics
and manually change the master key to be the same as the Panorama master key.
Edit Master Key
When using Slack to upload multiple files, the Slack client treats the multiple file upload as a single request. If one of the files is not successfully uploaded, Slack retries the upload of all files a maximum of three times. If, after three retries, Slack cannot upload one or more of the files, the Slack client displays an error in the UI and doesn't upload any of the files.
When you upload a file using Slack, and the file is blocked, Slack detects the block operation as an upload failure and retries the file upload, which results in the same file being uploaded and blocked twice.
Workaround:This is normal Slack file upload behavior. Be aware that a single file that is uploaded using Slack might appear twice in the data filtering logs as being blocked.
When you delete a data filtering profile from a Prisma Access device group that is not shared, the profile name still appears when you add or configure a Security Profile Group, in the
Data Filtering Profilearea.
In a GlobalProtect deployment where the portal has multiple agent configs, when a GlobalProtect client logs in using the app, the portal looks for a matching agent config for the client by checking its OS type along with the config selection criteria. The agent configs are checked from top to bottom. If the OS type matches, but the config selection criteria does not, GlobalProtect marks the agent config as non-matching and moves to the next agent config to check for a match; however it no longer checks the OS type in these agent configs, and only looks for a match of the config selection criteria. This condition can cause the client to receive an agent config that has matching config selection criteria, but a non-matching OS type.
When configuring HIP redistribution, you cannot retrieve HIP information and set policies for the following use cases:
When using DLP on Prisma Access, when you upload a .docx file using SharePoint that was exported from Google Docs, the upload fails.
When setting up the GlobalProtect gateway connection settings (
) and specifying a Netmask to
Restrict Authentication Cookie Usage, the commit fails if only a
Source IPv4 Netmaskis specified.
Source IPv6 Netmaskof
0, which disables the option for the specified IP address type.
If using Slack, Box, or Gmail to upload a file using DLP on Prisma Access, the response page is not displayed to the client if the upload is blocked.
Reverse DNS queries do not work in Prisma Access.
Workaround:Because type A and AAAA queries for internal domains work, you can specify
*.in-addr.arpain a query so that Prisma Access sends all reverse DNS queries to internal DNS servers.
When performing a
Commit and Pushoperation for the Clean Pipe service, you receive an error that the Clean Pipe service had insufficient license resources, even though you have sufficient licensed bandwidth.
, then select
Retrieve license keys from license serverto retrieve the Clean Pipe licenses again.
If you add an existing template under one of the template stacks of Prisma Access (for example,
Remote_Network_Template_Stack), you cannot use objects of the added template in other Prisma Access templates that are part of the same template stack.
Previously, you could view and use objects from existing templates in Prisma Access templates if the templates were a part of a Prisma Access-specific template stack, which is not standard Panorama behavior.
In multi-tenant mode, Prisma Access automatically creates a set of templates, template stacks, and device groups for each tenant you create for remote networks, mobile users, and the Clean Pipe service. Prisma Access creates tenant-specific sets for all products, even if you are licensed for only one Prisma Access type.
When you delete a tenant, Prisma Access deletes the template and device group set for which you are licensed, but does not delete the unlicensed set. For example, if you have a remote network deployment and delete a tenant, Prisma Access does not delete the set it created for the mobile users and Clean Pipe.
Workaround:Manually delete the unused, unlicensed set of templates, template stacks, and device groups after you delete a tenant.
The Traffic Forwarding feature (
) is not supported with multi-tenant deployments.
When you log out a Prisma Access mobile user from the
Current Userswindow, the user still displays in the window after the logout operation.
Workaround:Close and then reopen the
Current Userswindow to show the correct user status.
If you have two Panoramas set up in an active-primary and passive-secondary setup for Prisma Access, you cannot log out mobile users from the passive-secondary Panorama.
When you try to configure an Infrastructure Subnet (
) in multi-tenant mode, you can receive an
Workaround:Refresh the Panorama UI to have Prisma Access correctly apply the infrastructure subnet to the tenant's configuration.
When you perform a
Commit Alloperation for mobile users, Prisma Access should display the commit status for portals and gateways separately; however, Prisma Access is displaying failures for portals under gateway status, and is displaying commit failures for gateways under portal status.
debug plugins cloud_services prisma-access get-job-result jobid
commit-job-id-numberis the ID of the commit operation that failed, to check and verify the commit operation for portals and gateways.
Pre-defined IKE Crypto, IPSec Crypto, and IKE Gateways templates do not display.
(for service connections) or
(for remote network connections), click the gear icon in the
Settingsarea to open the
Settings, then click
When in multi-tenant mode, if you create a custom admin user with an Admin Role Profile that has Read Only access to the Panorama tab and has Plugin access disabled, that user can view, configure, and commit changes for subtenants.
Workaround:Disable access to the Panorama tab in the Admin Role Profile.
When you configure Clientless VPN with Prisma Access, the default security rule configuration uses the application-default service, which blocks clientless-vpn traffic.
Workaround:Change the default security rule to any service or service-http and service-https.
When configuring multi-tenant, if you create any device groups that are children or grandchildren of other device groups you create under the Shared parent device group, select only the device group at the lowest hierarchical level (child or grandchild) when you associate the device group to an access domain; do not select the parent.
You cannot reset the rule hit count for all
Workaround:Reset rules using a list of rules or a rule name for
When you migrate a single tenant to multi-tenant mode, you must do a local commit and then push the configuration before you add more tenants.
When using the multi-tenant feature and creating template stacks and templates for a tenant, the
Descriptionof the template stacks and templates do not display in the
After upgrading to a new version of the Cloud Services plugin, you are able to downgrade. The downgrade operation should be disallowed.
Workaround:Do not downgrade the Cloud Services plugin after you have upgraded it.
When using the multi-tenant feature and migrating the first tenant to multi-tenancy, you can select template stacks and templates that are not associated with the tenant that you want to migrate, including templates that are used with on-premise firewalls.
Workaround:When you convert to multi-tenant mode, be sure to choose only those templates that you want to associate to the first tenant to migrate.
When configuring multi-tenancy, if you are planning to later configure Prisma Access for mobile users, you must do a local Commit of the your changes for the plugin (
) after you add templates, template stacks, and device groups for each tenant and before you onboard each tenant.
Commit to Panorama
When using the multi-tenancy feature, users who manage single tenants cannot see the system logs. The
choice is not available. This limitation applies to all Administrators who have an administrative role of Device Group and Template. Only superusers can view system logs in multi-tenancy mode.
When using the multi-tenancy feature and logged in as a tenant-level administrative user, opening the Panorama Task Manager (clicking
Tasksat the bottom of the Panorama web interface) shows all tasks for all tenants, including any tasks done at the superuser (Admin) level.
When you enable multi-tenancy and migrate your configuration to the first sub-tenant, CLI commands are not supported for this operation. As a result, you must, use the Panorama user interface (UI).
If you configure a mobile user IP address pool for a single region instead of Worldwide, mobile users can still view and attempt to connect to all available gateway regions from their GlobalProtect app. This attempt fails because there is no IP address pool to allocate for other regions.
Workaround:To allow mobile users to manually select a gateway, either configure an IP address pool for the region in the location where you want the users to connect, or configure a Worldwide IP address pool for mobile users in Prisma Access to allow them to select all the locations you have deployed.
In an environment with on-premise firewalls on each side of Prisma Access and the remote network connections to which the on-premise firewalls are connected are in different regions, users behind one on-premise firewall cannot contact users behind another on-premise firewall unless you have configured an explicit policy to allow traffic between zone Trust and zone Trust.
If you change the master key in Panorama (in Device > Master Key and Diagnostics), the master key for Cloud Services is not synchronized with this master key.
Workaround:Select Panorama > Cloud Services > Configuration > Service Setup > Service Operations > Edit Master Key and manually change the master key to be the same as the Panorama master key.
When regular dynamic updates are downloaded to Panorama (by default, every Wednesday at 01:02), the MD5 checksum is changed. This condition can cause the Panorama configuration and the Prisma Access infrastructure to lose synchronization. While no tunnels are affected by this out of synchronization state, the status for Service Connections, Remote Networks, Mobile Users, and the Logging Service show a
Out of Sync.
Pushoperation on the Panorama.
The BGP router configuration on the Prisma Access firewalls can receive a maximum of 15000 prefixes from each peer. And the total number of routes (static and dynamic) learned through BGP cannot exceed 25000. Exporting more than 25000 routes may adversely affect traffic flow on your network.
After you generate a new API key by selecting
, the previous API key is still valid for a period of time (up to five minutes). You use this API to retrieve the list of IP addresses for your Prisma Access firewalls.
Generate new API Key
To use tunnel monitoring with BGP, the IP address that you are monitoring on the Prisma Access firewall must be part of a static subnet configured on a remote network location. The IP address cannot be a BGP exported subnet.
For service and remote network connections that have BGP enabled, the Prisma Access ignores any route it receives from a neighbor with an AS number in its AS_PATH list that duplicates an AS number in the Prisma Access AS infrastructure (Infra-AS).
If you have configured a
Notification URL, when you onboard a new remote network location, two notifications are sent to the URL instead of only one.
When you configure the same AS number for the service connection and remote network location(s), the routes are not imported in to the firewall on the remote network location.
Mobile users cannot connect to remote network locations without a service connection.
If your commit fails when you onboard Prisma Access components for the first time, the Task Manager does not always describe the cause of the failure.
Workaround:To find the errors, select
and click the
Statustab. Invalid configurations are indicated with a red bubble in the
Config Statuscolumn and an error of
When configuring SAML, you must perform all configuration with a role of Superuser, including any configuration you perform for SAML using CLI.
page is grayed out when Panorama is not in sync with NTP.
Workaround:Make sure to synchronize time with NTP (
You cannot change the region associated with multiple remote network locations in a single commit push to the Prisma Access.
Workaround:If you need to change the region on more than one remote network location, change them one at a time and complete the commit push before changing the region on the next remote network.
Master Keys do not work for two Panorama appliances set as HA primary and secondary appliances.
Enable HAcheck box on the secondary Panorama appliance and commit the changes, set the same Master Key on both the primary and secondary Panorama appliance, then re-enable HA on the secondary Panorama appliance and commit the changes.
page is not available on the Panorama appliance running the Prisma Access plugin. You cannot configure NT LAN Manager (NTLM).
You cannot enforce MFA when users at one of your corporate HQ locations attempts to access a resource at a remote network location.
Although Panorama allows you to delete the Mobile_User_Template that was created when the Prisma Access was provisioned, deleting this template also deletes your onboarding configuration and, upon commit, removes your Prisma Access for mobile users configuration.
When you onboard a new service connection or a remote network, the count for service connection and total remote peers displayed on
is inaccurate until the provisioning is complete.
On Panorama, you cannot validate commit on a device group or template configuration before pushing the configuration to the Prisma Access infrastructure for remote networks and mobile users.
You cannot configure the Prisma Access gateway as an internal gateway.
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