All Prisma Access Alerts

Learn about the issues that Prisma Access detects and alerts you to.
Prisma Access provides two types of alerts:
  • Environment Alerts describe the status of your Prisma Access environment, especially if something is not working as expected.
    Prisma Access generates alerts when an issue is raised, and also when it’s resolved so that you know it’s been addressed. You cannot manually resolve alerts—an alert is only considered resolved when the issue triggering the alert has been fixed. Some alerts let you know about issues that the Prisma Access team is working on; others let you know about issues that you can resolve with a configuration update.
  • Upgrade Notifications alert you about upcoming software upgrades and status for upgrades that are in-progress or completed.
Turn on Alert Notifications to receive email updates when Prisma Access detects an issue and when it is resolved.

Environment Alerts

Alert
Scope
What does this mean?
What action can you take?
A Prisma Access location is down
Remote Networks
A Prisma Access location has been down for more than two minutes, and we’re working on a fix. Check the status of remote network sites in this location to see how they are impacted.
Check the status of remote network sites in this location to see how they are impacted, and hang in there while the Prisma Access team works to fix this. We’ll send you a notification to let you know when we’ve resolved this.
A remote network site is not connected to Prisma Access
Remote Networks
All tunnels connecting a remote network site Prisma Access are down.
Check the IPSec tunnel configuration for this remote network site.
A tunnel is down (and tunnel monitoring is not enabled)
Remote Networks
The tunnel has been down for more than five minutes. Note that you do not have tunnel monitoring configured.
Check the configuration for the remote network site and the IPSec tunnel that is down.
Also consider turning on tunnel monitoring to proactively detect tunnel connectivity issues.
A tunnel is down (and tunnel monitoring is enabled)
Remote Networks
Tunnel monitoring detects that a tunnel has been down for more than five minutes.
Check the configuration for the remote network site and the IPSec tunnel that is down.
A remote site reached 80% capacity and sustained it for one hour
(
non-aggregate bandwidth deployment
)
Remote Networks
The remote network experienced sustained usage at 80% capacity for the last hour.
Monitor the remote network site bandwidth utilization in Prisma Access while you continue with regular business operations.
A remote site reached 90% utilization and sustained it for ten minutes
(
non-aggregate bandwidth deployment
)
Remote Networks
The remote network experienced sustained usage at 90% capacity for 10 minutes.
Monitor the remote network site bandwidth utilization in Prisma Access while you continue with regular business operations.
A Prisma Access location is down
Mobile Users
This Prisma Access location has been down for more than two minutes, and we’re working on a fix. In the meantime, mobile users in this location automatically connect to another of your Prisma Access locations.
Hang in there while the Prisma Access team works to fix this. We’ll send you a notification to let you know when we’ve resolved this.
A Prisma Access login portal is down
Mobile Users
The impact to your users is minimal when a single Prisma Access login portal is down. If all Prisma Access login portals are down, only Prisma Access users who are connecting for the first time are impacted. These users must wait for the portal to be up before they can successfully log in.
Hang in there while the Prisma Access team works on a fix. We’ll send you a notification to let you know when we’ve resolved this.
75% of The IP address pool blocks configured for Worldwide coverage of mobile users are being utilized and 25% pool blocks are available for future allocation
Mobile Users
One IP address pool block unit is a /24 subnet (254 IP addresses) and Allocation of a pool block does not result in utilization of all 254 IP addresses in the pool block, 25% of pool blocks are still available to be allocated to the existing mobile user gateways or new ones as user count increases.
Monitor pool block utilization in Prisma Access while you continue with regular business operations.
90% of The IP address pool blocks configured for Worldwide coverage of mobile users are being utilized and 10% pool blocks are available for future allocation
Mobile Users
One IP address pool block unit is a /24 subnet (254 IP addresses) and Allocation of a pool block does not result in utilization of all 254 IP addresses in the pool block, 10% of pool blocks are still available to be allocated to the existing mobile user gateways or new ones as user count increases.
Monitor pool block utilization in Prisma Access while you continue with regular business operations.
A Prisma Access Mobile User Gateway was automatically scaled to provide more capacity
Mobile Users
New public IP addresses have been added to the reserved public IP address pool.
If you use an allow list with SaaS applications or third-party providers, make sure to add the new IP addresses to the allow list.
A service connection is down
Service Connection
All Prisma Access nodes that process traffic for this service connection are down. We’re aware of this issue and working on a fix.
Hang in there while the Prisma Access team works on a fix. We’ll send you a notification to let you know when we’ve resolved this.
A service connection tunnel is down
Service Connection
A service connection tunnel has been down for at least two minutes.
If this is the only tunnel configured for the service connection (there’s no secondary tunnel configured), this might mean that the connection between an HQ or data center and Prisma Access is down.
Check the IPSec tunnel configuration for this service connection.
A service connection tunnel is flapping
Service Connection
A service connection tunnel has disconnected from Prisma Access (and then reconnected) at least two times in the last five minutes.
Check the IPSec tunnel configuration for this service connection.
A service connection has been at 80% capacity for the past hour
Service Connection
The service connection is experiencing sustained usage at 80% capacity for the last hour.
Monitor bandwidth utilization for the service connection on Prisma Access while you continue with regular business operations.
A service connection reached 90% capacity and sustained it for the last ten minutes
Service Connection
The service connection is experiencing sustained use at 90% capacity.
Monitor bandwidth utilization for the service connection on Prisma Access while you continue with regular business operations.
A Prisma Access location has lost connectivity to some SaaS applications
Prisma Access Location
A Prisma Access Location has not been able to connect to some SaaS applications for more than five minutes. This impacts mobile users and remote network sites connecting to this location.
Hang in there while the Prisma Access team works on a fix. We’ll send you a notification to let you know when we’ve resolved this.
A Prisma Access location has lost internet connectivity
Prisma Access Location
A Prisma Access location has not been able to reach the internet for more than five minutes.
This impacts mobile users and remote network sites connecting to this location.
Hang in there while the Prisma Access team works on a fix. We’ll send you a notification to let you know when we’ve resolved this.

Upgrade Notifications

Alert
What does this mean?
What action can you take?
Planned Software Upgrade
Informs you 21 days ahead of a scheduled software upgrade. You have the options to choose the Prisma Access locations you want to upgrade first, and set a preferred upgrade time window.
Select your upgrade preferences, including a preferred time window from the list of available options and the Prisma Access locations you would like to upgrade first. See Choose a Preferred Window for Certain Prisma Access Upgrades for details.
If you have not yet done so, make sure that you havePanorama Managed—retrieved and added Prisma Access IP addresses Cloud Managed — Retrieve the IP Addresses to Allow for Prisma Access
to your organization’s allow lists, including both reserved and active IP addresses. After a dataplane upgrade, the reserved IP addresses for mobile user gateways and portals become active, and the active IP addresses become reserved.
Software Upgrade Preference Confirmation
Confirms that you’ve chosen a time window and a Prisma Access location for a software upgrade to take place.
Plan for the upgrade window. You can make configuration changes and commit and push your changes during this time.
Three Day Notice for a Software Upgrade
Lets you know that a software upgrade is scheduled for three days from now.
Plan for the upgrade window. You can make configuration changes and commit and push your changes during this time.
24 Hour Notice for a Software Upgrade
Lets you know that a software upgrade is scheduled for 24 hours from now.
Plan for the upgrade window. You can make configuration changes and commit and push your changes during this time. When the software upgrade is in progress, you will not be able to commit and push your changes on your Prisma Access deployment.
A Software Upgrade is in Progress
Alerts you to a software upgrade that is in progress, and the Prisma Access locations that are being upgraded.
When the software upgrade is in progress, you can make configuration changes but cannot commit and push your changes on your Prisma Access deployment.
A Software Upgrade for a Prisma Access Location is Complete
If your upgrade preferences include a Prisma Access location to upgrade first, this notification lets you know that this location is upgraded successfully.
The Prisma Access team now has this location under advanced monitoring.
Your remaining Prisma Access locations will be upgraded seven days from now, at local time based on your preferred time window.
For the remaining Prisma Access locations, if any in your deployment, that will be upgraded, we’ll notify you three days and 24 hours in advance. We will also notify when the upgrade is in progress, and when it is complete. When the software upgrade is in progress for remaining Prisma Access locations, you can make configuration changes but cannot commit and push your changes on your Prisma Access deployment.
Software Upgrades for all Prisma Access Locations are Completed Successfully
All your Prisma Access locations are successfully upgraded.
You can make configuration changes and commit and push your changes at this time. The new Cloud Services plugin will be released when all your Prisma Access locations are upgraded. Monitor your notifications from Prisma Access to see when the new plugin is available to upgrade.
Software Upgrade Roll-Back
The Prisma Access team closely monitors Prisma Access locations following a software upgrade. We’ve found something unexpected, and are rolling Prisma Access back to the software version that was previously running on your Prisma Access locations.
While roll-back is in progress, you cannot commit and push changes to Prisma Access. You’ll receive a notification when the roll-back is complete.
Canceled Software Upgrade
A scheduled software upgrade is canceled.
There’s no impact to you. The Prisma Access team will let you know when the next upgrade is scheduled.

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