Panorama Cloud Services Status and Configuration pages stuck in 'Loading' state

Panorama Cloud Services Status and Configuration pages stuck in 'Loading' state

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Created On 06/10/20 22:52 PM - Last Modified 03/11/24 21:51 PM


Symptom


Prisma Access activation and install process on Panorama involves the following steps.
  1. Log in to the Customer Support Portal (CSP) and select Products > Cloud Services > Activate Cloud Services Auth-Code
  2. Activate the Prisma Access auth codes for the Prisma Access components purchased (For example, Remote Networks and/or Mobile Users)
  3. Verify the Quantity and Part Description of the Prisma Access licenses just activated
  4. Download and install the Cloud Services plugin on Panorama
Note: If the plugin is being installed for the first time, after a successful installation, Panorama refreshes and the Cloud Services menu displays on the Panorama tab
  1. Retrieve the Prisma Access license(s)
  2. Verify the account. A super user is required on the Customer Support Portal (CSP) to generate the one-time password required to verify the account
    1. Log in to the Palo Alto Networks Customer Support Portal (CSP) as a super user and select Products > Cloud Services
    2. Click Generate OTP
    3. Select the serial number for the Panorama where the Cloud Services plugin is installed and click Generate OTP > Copy to Clipboard
    4. Go back to Panorama and click Panorama > Cloud Services > Configuration and the page is stuck at 'Loading'
Panorama, Cloud Services, Configuration and the page is stuck at Loading

Typically this page would present an option to verify OTP, which looks like:
 
Panorama, Cloud Services, Configuration typically would present an option to verify the OTP.

 

Environment


Panorama managing Prisma Access.

Resolution


  1. Uninstall the installed Cloud Plugin on Panorama > Plugins > click Uninstall 
  2. On cloud plugin 1.6.0 (or later), the uninstall operation will fail with the following message:
Operation Failed
Please delete plugin user and commit before uninstalling plugin cloud_services (running)
 
Screenshot of error message Operation Failed Please delete plugin user and commit before uninstalling plugin cloud_services (running)

Addition of __cloud_services Panorama Administrative User

  • After the Cloud Services plugin 1.6 is installed, the plugin creates a Panorama administrative user with a username of __cloud_services
  • This user account is required to enable communication between Enterprise DLP on Prisma Access and the Prisma Access management infrastructure. Palo Alto Networks recommends the password for this administrative user is changed in accordance with the organization’s password policy
  • If the __cloud_services user is deleted, the user must be re-added manually. The account is used to register and activate Enterprise DLP on Prisma Access, and for continued DLP scanning using the data patterns and data filtering profiles referenced in security policy rules.
  1. Take a screenshot and delete the __cloud_services user under Panorama > Administrator
  2. Re-install the plugin from Panorama > Plugins tab
  3. Notice that the Panorama > Cloud Services > Configuration now shows OTP verification prompt and the page is not stuck at 'Loading' anymore
  4. Re-add the __cloud_services user back under Panorama > Administrator if the plugin install at step 4 does not add the __cloud_services user automatically
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    https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g0000008UO3CAM&lang=en_US%E2%80%A9&refURL=http%3A%2F%2Fknowledgebase.paloaltonetworks.com%2FKCSArticleDetail