Troubleshoot License Activation Issues

Some of the most common issues with activating your license are covered in this section.
  • Licensing a PA-VM without sufficient memory causes an error similar to the following:
    Server error : failed key check : Resource check failed. Memory needed: 6.5GB, allocated memory: 4.8GB
    To fix this problem, provision the additional memory the license requires, and fetch the license with the command
    request license fetch
    .
    If you use any other command it will fail with the following error:
    Server error : failed to fetch license: Cannot apply a provisioning license feature to an already provisioned device.
  • You see an error that reads
    Failed to fetch licenses. Failed to get license info. Please try again later
    or a generic communications error message displays.
    Verify the following:
    • Can the firewall route traffic to the Palo Alto Networks server using a service route? By default, the firewall uses the management interface to access the server. If you plan on using a dataplane interface, make sure that you have set up a service route.
    • Is routing over the internet working? SSH into the firewall and ping an publicly accessible IP address such as 4.2.2.2. Be sure to use the source option if you are using a dataplane interface. For example: ping count 3 source 10.0.1.1 host 4.2.2.2.
    • Is DNS set up correctly? SSH into the firewall and ping a DNS name such as google.com. For example:
  • You see an error that reads Invalid Auth Code:
    Verify the following:
    • You have entered the auth code properly.
    • You have registered the auth code to your account on the support portal.
    • Your auth code has not reached the maximum provisioning capacity for the VM-Series firewalls.
      • For legacy licenses, log in to the CSP and select
        Assets
        VM-Series Auth-Codes
        .
      • For Software NGFW Credits, if you know the deployment profile, log in to the CSP and select
        Assets
        Software NGFW Credits
        . Locate your profile, and click
        Details
        .
        You can also select
        Assets
        Software NGFW Devices
        and search by Auth-Code.

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