INC_MU_AUTH_SERVER_UNREACHABLE_PER_ PA_LOCATION
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Prisma Access

INC_MU_AUTH_SERVER_UNREACHABLE_PER_ PA_LOCATION

Table of Contents

INC_MU_AUTH_SERVER_UNREACHABLE_PER_ PA_LOCATION

Learn about the INC_MU_AUTH_SERVER_UNREACHABLE_PER_PA_LOCATION incident.

Synopsis

The mobile user authentication server <server-name | IP address> is unreachable from Prisma Access location <location-name>.
Incident Code—INC_MU_AUTH_SERVER_UNREACHABLE_PER_PA_LOCATION
Severity—Critical

Required License

AI-Powered ADEM

Details

Raise condition
85% of the instances cannot reach the authentication server for the last 12 minutes for the Prisma Access location.
Clear condition
Instances can reach the authentication server for the last 6 minutes for the Prisma Access location.

Correlated Alerts

AL_MU_AUTH_SERVER_UNREACHABLE_PER_PA_LOCATION

Remediation

  1. 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.
  2. 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's IP address.
  3. Verify whether the traceroute fails in your network, on your ISP, or on a Prisma Access gateway.