Serial number becomes “unknown” upon rebooting PA-VM
52025
Created On 03/12/20 15:19 PM - Last Modified 04/06/20 22:38 PM
Symptom
VM-Series firewall was rebooted, and post reboot, the Serial number shows as “Unknown” in Dashboard and in CLI “show system info”
- Collect the CPUID and UUID from PA-VM instance either via WebUI > Dashboard or using below CLI command:
> show system info
family: vm
model: PA-VM
serial: unknown
vm-mac-base: 7C:89:C1:27:8C:00
vm-mac-count: 256
vm-uuid: 247D7900-0A84-4E58-9EEF-58D2D48416F2
vm-cpuid: KVM:54060500FFFB8B0F
vm-license: VM-700 vm-mode: KVM
cloud-mode: non-cloud
sw-version: 9.0.4
family: vm
model: PA-VM
serial: unknown
vm-mac-base: 7C:89:C1:27:8C:00
vm-mac-count: 256
vm-uuid: 247D7900-0A84-4E58-9EEF-58D2D48416F2
vm-cpuid: KVM:54060500FFFB8B0F
vm-license: VM-700 vm-mode: KVM
cloud-mode: non-cloud
sw-version: 9.0.4
- Snippet of pan_vm_plugin.log for successful licensing
pan_vm_plugin.log
vm_host_init INFO: : *** PAN VM boot time license check - 2020-01-15 16:51:42.889536 ***
vm_host_init INFO: : System UUID 3DF36DB2-FF67-284B-8F42-C27583243F37
vm_license_check INFO: : Decrypting license file:
/opt/pancfg/mgmt/licenses/PA_VM__5800008.key
vm_license_check INFO: : uuid : 3DF36DB2-FF67-284B-8882-C27584233F39
vm_license_check INFO: : cpuid : AZR:F2060300FFFBFF1F
vm_license_check INFO: : expire : 0000/00/00 vm_license_check INFO: : pl : 0
vm_host_init INFO: : System UUID 3DF36DB2-FF67-284B-8F42-C27583243F37
vm_license_check INFO: : Decrypting license file:
/opt/pancfg/mgmt/licenses/PA_VM__5800008.key
vm_license_check INFO: : uuid : 3DF36DB2-FF67-284B-8882-C27584233F39
vm_license_check INFO: : cpuid : AZR:F2060300FFFBFF1F
vm_license_check INFO: : expire : 0000/00/00 vm_license_check INFO: : pl : 0
Environment
- Platform: PA-VM
- PAN-OS / Plugin Version: Any
- Deployment: Existing
Cause
- Serial number associated with CPUID and UUID on license server does not match with CPUID and UUID of PA-VM instance
- PA-VM was moved to different host which causes the underlying CPUID and/or UUID to change. However, these changes would not take affect in PAN-OS until reboot.
Resolution
- Engage Support Team to edit the CPUID and UUID on backend server to match with the PA-VM instance and then retrieve license on PA-VM. This will cause the PA-VM to reboot automatically.