Troubleshoot App-ID Cloud Engine
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Next-Generation Firewall Docs
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PAN-OS 11.1 & Later
- PAN-OS 11.1 & Later
- PAN-OS 11.0 (EoL)
- PAN-OS 10.2
- PAN-OS 10.1
- PAN-OS 10.0 (EoL)
- PAN-OS 9.1 (EoL)
- Cloud Management of NGFWs
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- Management Interfaces
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- Launch the Web Interface
- Use the Administrator Login Activity Indicators to Detect Account Misuse
- Manage and Monitor Administrative Tasks
- Commit, Validate, and Preview Firewall Configuration Changes
- Commit Selective Configuration Changes
- Export Configuration Table Data
- Use Global Find to Search the Firewall or Panorama Management Server
- Manage Locks for Restricting Configuration Changes
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- Define Access to the Web Interface Tabs
- Provide Granular Access to the Monitor Tab
- Provide Granular Access to the Policy Tab
- Provide Granular Access to the Objects Tab
- Provide Granular Access to the Network Tab
- Provide Granular Access to the Device Tab
- Define User Privacy Settings in the Admin Role Profile
- Restrict Administrator Access to Commit and Validate Functions
- Provide Granular Access to Global Settings
- Provide Granular Access to the Panorama Tab
- Provide Granular Access to Operations Settings
- Panorama Web Interface Access Privileges
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- Reset the Firewall to Factory Default Settings
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- Plan Your Authentication Deployment
- Pre-Logon for SAML Authentication
- Configure SAML Authentication
- Configure Kerberos Single Sign-On
- Configure Kerberos Server Authentication
- Configure TACACS+ Authentication
- Configure TACACS Accounting
- Configure RADIUS Authentication
- Configure LDAP Authentication
- Configure Local Database Authentication
- Configure an Authentication Profile and Sequence
- Test Authentication Server Connectivity
- Troubleshoot Authentication Issues
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- Keys and Certificates
- Default Trusted Certificate Authorities (CAs)
- Certificate Deployment
- Configure the Master Key
- Export a Certificate and Private Key
- Configure a Certificate Profile
- Configure an SSL/TLS Service Profile
- Configure an SSH Service Profile
- Replace the Certificate for Inbound Management Traffic
- Configure the Key Size for SSL Forward Proxy Server Certificates
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- HA Overview
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- Prerequisites for Active/Active HA
- Configure Active/Active HA
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- Use Case: Configure Active/Active HA with Route-Based Redundancy
- Use Case: Configure Active/Active HA with Floating IP Addresses
- Use Case: Configure Active/Active HA with ARP Load-Sharing
- Use Case: Configure Active/Active HA with Floating IP Address Bound to Active-Primary Firewall
- Use Case: Configure Active/Active HA with Source DIPP NAT Using Floating IP Addresses
- Use Case: Configure Separate Source NAT IP Address Pools for Active/Active HA Firewalls
- Use Case: Configure Active/Active HA for ARP Load-Sharing with Destination NAT
- Use Case: Configure Active/Active HA for ARP Load-Sharing with Destination NAT in Layer 3
- HA Clustering Overview
- HA Clustering Best Practices and Provisioning
- Configure HA Clustering
- Refresh HA1 SSH Keys and Configure Key Options
- HA Firewall States
- Reference: HA Synchronization
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- Use the Dashboard
- Monitor Applications and Threats
- Monitor Block List
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- Report Types
- View Reports
- Configure the Expiration Period and Run Time for Reports
- Disable Predefined Reports
- Custom Reports
- Generate Custom Reports
- Generate the SaaS Application Usage Report
- Manage PDF Summary Reports
- Generate User/Group Activity Reports
- Manage Report Groups
- Schedule Reports for Email Delivery
- Manage Report Storage Capacity
- View Policy Rule Usage
- Use External Services for Monitoring
- Configure Log Forwarding
- Configure Email Alerts
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- Configure Syslog Monitoring
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- Traffic Log Fields
- Threat Log Fields
- URL Filtering Log Fields
- Data Filtering Log Fields
- HIP Match Log Fields
- GlobalProtect Log Fields
- IP-Tag Log Fields
- User-ID Log Fields
- Decryption Log Fields
- Tunnel Inspection Log Fields
- SCTP Log Fields
- Authentication Log Fields
- Config Log Fields
- System Log Fields
- Correlated Events Log Fields
- GTP Log Fields
- Audit Log Fields
- Syslog Severity
- Custom Log/Event Format
- Escape Sequences
- Forward Logs to an HTTP/S Destination
- Firewall Interface Identifiers in SNMP Managers and NetFlow Collectors
- Monitor Transceivers
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- User-ID Overview
- Enable User-ID
- Map Users to Groups
- Enable User- and Group-Based Policy
- Enable Policy for Users with Multiple Accounts
- Verify the User-ID Configuration
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- App-ID Overview
- App-ID and HTTP/2 Inspection
- Manage Custom or Unknown Applications
- Safely Enable Applications on Default Ports
- Applications with Implicit Support
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- Prepare to Deploy App-ID Cloud Engine
- Enable or Disable the App-ID Cloud Engine
- App-ID Cloud Engine Processing and Policy Usage
- New App Viewer (Policy Optimizer)
- Add Apps to an Application Filter with Policy Optimizer
- Add Apps to an Application Group with Policy Optimizer
- Add Apps Directly to a Rule with Policy Optimizer
- Replace an RMA Firewall (ACE)
- Impact of License Expiration or Disabling ACE
- Commit Failure Due to Cloud Content Rollback
- Troubleshoot App-ID Cloud Engine
- Application Level Gateways
- Disable the SIP Application-level Gateway (ALG)
- Maintain Custom Timeouts for Data Center Applications
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- Decryption Overview
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- Keys and Certificates for Decryption Policies
- SSL Forward Proxy
- SSL Forward Proxy Decryption Profile
- SSL Inbound Inspection
- SSL Inbound Inspection Decryption Profile
- SSL Protocol Settings Decryption Profile
- SSH Proxy
- SSH Proxy Decryption Profile
- Profile for No Decryption
- SSL Decryption for Elliptical Curve Cryptography (ECC) Certificates
- Perfect Forward Secrecy (PFS) Support for SSL Decryption
- SSL Decryption and Subject Alternative Names (SANs)
- TLSv1.3 Decryption
- High Availability Not Supported for Decrypted Sessions
- Decryption Mirroring
- Configure SSL Forward Proxy
- Configure SSL Inbound Inspection
- Configure SSH Proxy
- Configure Server Certificate Verification for Undecrypted Traffic
- Post-Quantum Cryptography Detection and Control
- Enable Users to Opt Out of SSL Decryption
- Temporarily Disable SSL Decryption
- Configure Decryption Port Mirroring
- Verify Decryption
- Activate Free Licenses for Decryption Features
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- Policy Types
- Policy Objects
- Track Rules Within a Rulebase
- Enforce Policy Rule Description, Tag, and Audit Comment
- Move or Clone a Policy Rule or Object to a Different Virtual System
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- External Dynamic List
- Built-in External Dynamic Lists
- Configure the Firewall to Access an External Dynamic List
- Retrieve an External Dynamic List from the Web Server
- View External Dynamic List Entries
- Exclude Entries from an External Dynamic List
- Enforce Policy on an External Dynamic List
- Find External Dynamic Lists That Failed Authentication
- Disable Authentication for an External Dynamic List
- Register IP Addresses and Tags Dynamically
- Use Dynamic User Groups in Policy
- Use Auto-Tagging to Automate Security Actions
- CLI Commands for Dynamic IP Addresses and Tags
- Application Override Policy
- Test Policy Rules
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- Network Segmentation Using Zones
- How Do Zones Protect the Network?
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PAN-OS 11.1 & Later
- PAN-OS 11.1 & Later
- PAN-OS 11.0 (EoL)
- PAN-OS 10.2
- PAN-OS 10.1
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- Tap Interfaces
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- Layer 2 and Layer 3 Packets over a Virtual Wire
- Port Speeds of Virtual Wire Interfaces
- LLDP over a Virtual Wire
- Aggregated Interfaces for a Virtual Wire
- Virtual Wire Support of High Availability
- Zone Protection for a Virtual Wire Interface
- VLAN-Tagged Traffic
- Virtual Wire Subinterfaces
- Configure Virtual Wires
- Configure a PPPoE Client on a Subinterface
- Configure an IPv6 PPPoE Client
- Configure an Aggregate Interface Group
- Configure Bonjour Reflector for Network Segmentation
- Use Interface Management Profiles to Restrict Access
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- DHCP Overview
- Firewall as a DHCP Server and Client
- Firewall as a DHCPv6 Client
- DHCP Messages
- Dynamic IPv6 Addressing on the Management Interface
- Configure an Interface as a DHCP Server
- Configure an Interface as a DHCPv4 Client
- Configure an Interface as a DHCPv6 Client with Prefix Delegation
- Configure the Management Interface as a DHCP Client
- Configure the Management Interface for Dynamic IPv6 Address Assignment
- Configure an Interface as a DHCP Relay Agent
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- DNS Overview
- DNS Proxy Object
- DNS Server Profile
- Multi-Tenant DNS Deployments
- Configure a DNS Proxy Object
- Configure a DNS Server Profile
- Use Case 1: Firewall Requires DNS Resolution
- Use Case 2: ISP Tenant Uses DNS Proxy to Handle DNS Resolution for Security Policies, Reporting, and Services within its Virtual System
- Use Case 3: Firewall Acts as DNS Proxy Between Client and Server
- DNS Proxy Rule and FQDN Matching
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- NAT Rule Capacities
- Dynamic IP and Port NAT Oversubscription
- Dataplane NAT Memory Statistics
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- Translate Internal Client IP Addresses to Your Public IP Address (Source DIPP NAT)
- Create a Source NAT Rule with Persistent DIPP
- PAN-OS
- Strata Cloud Manager
- Enable Clients on the Internal Network to Access your Public Servers (Destination U-Turn NAT)
- Enable Bi-Directional Address Translation for Your Public-Facing Servers (Static Source NAT)
- Configure Destination NAT with DNS Rewrite
- Configure Destination NAT Using Dynamic IP Addresses
- Modify the Oversubscription Rate for DIPP NAT
- Reserve Dynamic IP NAT Addresses
- Disable NAT for a Specific Host or Interface
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- Network Packet Broker Overview
- How Network Packet Broker Works
- Prepare to Deploy Network Packet Broker
- Configure Transparent Bridge Security Chains
- Configure Routed Layer 3 Security Chains
- Network Packet Broker HA Support
- User Interface Changes for Network Packet Broker
- Limitations of Network Packet Broker
- Troubleshoot Network Packet Broker
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- Enable Advanced Routing
- Logical Router Overview
- Configure a Logical Router
- Create a Static Route
- Configure BGP on an Advanced Routing Engine
- Create BGP Routing Profiles
- Create Filters for the Advanced Routing Engine
- Configure OSPFv2 on an Advanced Routing Engine
- Create OSPF Routing Profiles
- Configure OSPFv3 on an Advanced Routing Engine
- Create OSPFv3 Routing Profiles
- Configure RIPv2 on an Advanced Routing Engine
- Create RIPv2 Routing Profiles
- Create BFD Profiles
- Configure IPv4 Multicast
- Configure MSDP
- Create Multicast Routing Profiles
- Create an IPv4 MRoute
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PAN-OS 11.2
- PAN-OS 11.2
- PAN-OS 11.1
- PAN-OS 11.0 (EoL)
- PAN-OS 10.2
- PAN-OS 10.1
- PAN-OS 10.0 (EoL)
- PAN-OS 9.1 (EoL)
- PAN-OS 9.0 (EoL)
- PAN-OS 8.1 (EoL)
- Cloud Management and AIOps for NGFW
Troubleshoot App-ID Cloud Engine
Troubleshoot issues with using cloud applications in policy.
This topic provides general troubleshooting
information for the App-ID Cloud Engine (ACE).
- To check if an appliance has a valid SaaS Security Inline license, run the operational CLI command show cloud-appid connection-to-cloud. If there is an issue, the command returns the message:ACE Error: License check failed. Check if SaaS license is installed and activeCloud connection: failedIn addition, the output shows the time of the last successful connection, for example: Last successful gRPC connection: 2021-05-20 16:00:00 -0800 PDTIf the license is installed and the connection to ACE is good, then the command returns the URL for the ACE cloud server connection and the status Cloud connection: connected, along with connection statistics and the status of the device certificate, including the certificate validity dates.
- Panorama commit all/push to managed firewalls fails. Check if any of the following conditions exist and repair them:
- Do managed firewalls have a valid SaaS Security Inline license? If not, then they do not have the ACE catalog and the commit all/push operation fails. Depending on whether you want to managed firewalls to handle ACE App-IDs, either remove the ACE objects from the pushed configuration and try again or install valid SaaS Security Inline licenses on the managed firewalls, wait for the catalog to download.There are fewer than four thousand content-provided App-IDs. After you download the ACE catalog, you see many thousands more applications on the firewall and can confirm by checking ObjectsApplications or by using the operational CLI command show cloud-appid cloud-app-data application all to see the new App-IDs.
- Has the connection between a managed firewall and ACE has gone down? Check the connection to the ACE cloud and restore the connection if necessary.The operational CLI command show cloud-appid connection-to-cloud provides the cloud connection status and the ACE cloud server URL.
- The ACE catalog on Panorama and the ACE catalog on managed firewalls is out-of-sync, which results in pushed configurations that include ACE apps that are not in the firewall’s catalog. If the connection between the firewall and ACE is up, the outdated catalog will update in the next few minutes automatically and resolve the issue. (Wait five minutes and try again.)You can also run the operational CLI command debug cloud-appid cloud-manual-pull check-cloud-app-data to update the catalog manually.
- Are the firewalls all running PAN-OS 11.1 or later? (Pushing configurations that reference ACE applications and objects to firewalls running earlier versions than PAN-OS 11.1 is not allowed.)
- In an HA pair (active/active or active/passive) that has an ACE configuration, if you run the operational command show session all or show session id <id>, the output for ACE applications may show the global App-ID number instead of the application name. The firewall only shows the application name if its data plane has the cloud application data. If not, then the firewall shows the global App-ID number for the application instead.
- To reset the connection to ACE (the gRPC connection), run the operational CLI command debug cloud-appid reset connection-to-cloud.
- View the ACE applications downloaded to the appliance with the operational CLI command show cloud-appid cloud-app-data application. You can view all downloaded apps or individual apps by App-ID or application name.
- View pending requests for ACE App-IDs with the operational CLI command show cloud-appid signature-dp pending-request. The output includes how many times the firewall sent the request to ACE (tries). After eleven tries, the send operation times out.
- The operational CLI command show cloud-appid has more useful options:
admin@PAN-ACE-VM-1> show cloud-appid ? > app-objects-in-policy Show application-filter/application-groups referred in policy > app-to-filtergroup-mapping Show application to matched filter and groups > application Show Application info for UI > application-filter Show cloud apps in application-filters > application-group Show cloud apps in application-groups > cloud-app-data Show cloud application, container and metadata > connection-to-cloud Show gRPC connection status to cloud application server > ha-info Show statistics of cloud application high availability > overlap-appid Show duplicated applications in predefined content > signature-dp Show cloud signatures and applications used on DP > task Show task on management-plane > transaction Show cloud application transaction > version Show Cloud-AppID version
- To view the global counters for ACE, run the operational CLI command show counter global filter value all category cad (cad stands for “cloud app-identification).
- To view statistics for bytes and packets received and sent to/from shared memory and to/from the security client for services such as ACE, DLP, and IoT, run the operational command show ctd-agent statistics.
- If you notice a discrepancy between the number of applications that match an Application Filter when you look in the user interface versus when you look in the CLI, it’s because of the way the firewall counts matching applications in the user interfaces versus in the CLI:
- When you look at an Application Filter in ObjectsApplication Filters, the firewall displays all of the matching applications in the ACE catalog, regardless of whether the firewall has actually seen those applications and downloaded their App-IDs, and the number count includes all of those applications.
- When you look at an Application Filter in the CLI with the show cloud-appid application-filter operational command, the firewall only displays the number of matching applications for which the firewall has downloaded ACE App-IDs.
For this reason, the user interface may show more matching applications than the CLI for the same Application Filter.The same thing applies to Application Groups when you look at them in the user interface versus the CLI. - ACE App-IDs are supported for Security policy only. ACE App-IDs are not supported for any other policy type.However, when you configure QoS or SD-WAN policy, ACE App-IDs are visible (able to be selected) and may be present in Application Groups or Application Filters applied to the rule, but adding them to QoS or SD-WAN policy has no effect on the application traffic. (The QoS and SD-WAN policies don’t control the application traffic.)