Focus

Prisma Access

INC_MU_AUTH_SERVER_UNREACHABLE_ALL_ PA_LOCATIONS

Table of Contents

Filter

Expand All | Collapse All

Learn about the INC_MU_AUTH_SERVER_UNREACHABLE_ALL_PA_LOCATIONS incident.

Synopsis

The mobile user authentication server <server-name | IP address> is unreachable from all Prisma Access locations.

Incident Code—INC_MU_AUTH_SERVER_UNREACHABLE_ALL_PA_LOCATIONS

Severity—Critical

AI-Powered ADEM

	Description
Raise condition	85% of the instances cannot reach the authentication server for the last 12 minutes across all locations for the tenant.
Clear condition	Instances can reach the authentication server for the last 6 minutes for the tenant.

Check whether you can ping the authentication server from your machine. If ping is successful, proceed to step 2. If ping fails, contact your server team to verify that the server is up.
- If your server is up, confirm whether the alert has cleared. If it has, proceed to step 2.
- If the alert hasn't cleared, proceed to step 2, or open a support case with the Palo Alto Networks Customer Support Portal.
- If your server is down, contact your server team to bring the server back up.
Perform a traceroute from your machine to identify the hop at which it fails.
- From a Windows machine—Enter tracert x.x.x.x from the command window, where x.x.x.x is the server's IP address.
- From a macOS machine—Enter traceroute x.x.x.x from the terminal, where x.x.x.x is the server Internet Protocol.
Verify whether the traceroute fails in your network, on your ISP, or on a Prisma Access gateway.
- If it's failing in your network, contact your networking team. You can also open a support case on the Palo Alto Networks Customer Support Portal.
- If it's failing on a Prisma Access GlobalProtect gateway, open a support case with Palo Alto Networks Customer Support Portal.
- If it's failing on the ISP, contact the ISP or open a support case with Palo Alto Networks Customer Support Portal.