Troubleshoot License Activation Issues

Some of the most common issues with activating your license is covered in this section.
  • If 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.
    tr_license_activation1.png
    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.
      tr_license_activation0.png
    • 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:
      tr_license_activation3.png
  • If you see an error that reads Invalid Auth Code:
    tr_license_activation2.png
    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.
      tr_license_activation4.png

Related Documentation