Unable to fetch new License or Software - Error Message: The device does not have support

Unable to fetch new License or Software - Error Message: The device does not have support

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Created On 09/26/18 13:51 PM - Last Modified 07/02/21 22:47 PM


Symptom


  • Recently renewed support license and receiving error
  • When navigating to the Software (Device > Software) page in the GUI, an Operation Failed dialog appears on the screen indicating that the device does not have support. This message may appear on a new Palo Alto Networks device or when licenses have been renewed after expiration on an existing device.

screenshot1.png

Resolution


1. A click on the Check Now button at the bottom of the page should resolve the issue. This initiates a new TCP SSL connection to the update server and synchronizes the license information with the Palo Alto Networks firewall. Although the licenses are active, a manual connection to the update server should be initiated when configuring a new Palo Alto Networks device or to clear the device cache containing previous license information.

 

screenshot2.png

2.  Alternatively, use the following command from the CLI

> request system software check

 

 
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    https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000CluJCAS&refURL=http%3A%2F%2Fknowledgebase.paloaltonetworks.com%2FKCSArticleDetail

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