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    View Device Software Upgrade Status
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    4. Upgrade ION Device Software
    5. View Device Software Upgrade Status
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    Prisma SD-WAN

    View Device Software Upgrade Status

    Table of Contents

    View Device Software Upgrade Status

    Learn more about the Prisma SD-WAN device software upgrade status. Device software download and upgrades can be viewed for all ION devices.
    Where Can I Use This?What Do I Need?
    • Strata Cloud Manager
    • Prisma SD-WAN license
    You can view the status of active and pending device software upgrades and troubleshoot software upgrades using device CLI commands.
    Device software download and upgrades can be viewed for all ION devices running Release 5.1.1. To view pending and active device software downloads and upgrades for 5.1.1 devices:
    1. Select ConfigurationPrisma SD-WANION DevicesClaimed.
    2. Select Claimed and select Device Options at the bottom left of the screen.
    3. On the Device Software Upgrade screen, device software details such as name of the device, current version, target version, download time, upgrade time and status of the software upgrade displays.
      • Current version indicates the current device version.
      • Target version indicates the software version to which you wish to upgrade.
      • Status allows you to filter and display the status of devices. You may check more than one box to view the varied status of selected devices.
        • Download Scheduled—Displays a list of devices for which software downloads have been scheduled. An upgrade is not scheduled for these devices.
        • Download Complete—Displays a list of devices for which software download has been completed. An upgrade can now be scheduled for these devices.
        • Upgrade Scheduled—Displays a list of devices for which software upgrades have been scheduled. The list will display a temporary download completed state and then the scheduled upgrade.
        • Other—Displays a list of devices that may be in an interim state, with a download or upgrade operation in progress.
          Note that the status of all pre-Release 5.1.1 devices will only display under Other.
    4. Select Retry Upgrade if there is an issue with the upgrade.
      Retry Upgrade displays the Schedule an Upgrade screen. View the History to view the last five operations on the software upgrade. Click Edit or Abort to edit or abort a scheduled upgrade.
      Run the device CLI command dump software status to verify the version of the ION device software.

    Troubleshoot Controller Connectivity Issues

    On the Prisma SD-WAN, if your ION device loses connectivity, you will observe the following behaviors:
    • The ION device status appears as Offline.
    • System incident display the message: "device disconnected from controller"
    Connectivity loss typically results from one of the following conditions:
    • Internet Connectivity: The internet connection at the site is down
    • Hardware Failure: The device is experiencing hardware or chip malfunctions
    • DNS Resolution: The device cannot resolve necessary hostnames due to DNS failures
    • Routing Configuration: Incorrect routing configurations are preventing traffic flow
    • Downstream Infrastructure: A lower-layer device, such as a downstream switch, is down
    • Traffic Blocking: An upstream firewall or proxy is blocking the connection
    1. Ensure the Site is in Control Mode. Login to the CLI of the ION device.
      If the device is offline, the remote access on the portal will not work. Hence we need to console into the ION device.
    2. Check the controller status by running the following commands:
      dump overview
      dump controller status
      debug controller reachability <interface>
    3. Check if the device has reachability to the internet.
      ping <src_interface> <internet_public_ip>
For example - ping controller a.b.c.d
    4. Check if the DNS is working.
      nslookup locator.cgnx.net
nslookup controller.<region>.cgnx.net
For example - nslookup controller.elcapitan.cgnx.net
    5. Make sure port 443 is open.
      tcpping <src_interface> locator.cgnx.net:443
For example - tcpping controller1 locator.cgnx.net:443
    6. Do a packet capture on the interface to check the traffic flow.
      tcpdump <interface> args="host <locator_ip_address> and port 443" show
    7. Check the mrl_agent logs (logs that display all controller connectivity issues) to find the specific error.
      file view log mrl_agent
      file tailf log mrl_agent
    8. If the above steps does not help isolate and resolve the issue, contact Palo Alto Support for assistance.

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