Logging Service shows "device connectivity" error in UI, though the logs are being sent to CDL.

20111

Created On 12/15/21 07:19 AM - Last Modified 02/22/22 01:12 AM

Log Forwarding

Service Route

Device Management

Cortex Data Lake

PAN-OS

Symptom

1. Screenshot from UI:
you can see error screen like this:
User-added image

2. cmd "request logging-service-forwarding status" shows below error mesg:

================================================
connid: dpilr-abf47254-230b-4485-858e-5e2240acf30e.in2-lc-prod-us.gpcloudservice.com-1-def
================================================
DNS :
    Failed to resolve ip address: abf47254-230b-4485-858e-5e2240acf30e.in2-lc-prod-us.gpcloudservice.com
                           failure
               2021/10/19 11:14:27
Registration :

SSL :

Status :
           connection unsuccessful
                           failure
               2021/10/19 11:14:27
TCP :

But there are also output showing the connection is working:

================================================
connid: dpilr-abf47254-230b-4485-858e-5e2240acf30e.in2-lc-prod-us.gpcloudservice.com-1-61.208.153.193
================================================
DNS :
Successfully resolved FQDN for connid (dpilr-abf47254-230b-4485-858e-5e2240acf30e.in2-lc-prod-us.gpcloudservice.com-1-61.208.153.193), IP (34.69.208.173)
success
2021/10/19 12:38:03
Registration :
Successful registration with dpilr-abf47254-230b-4485-858e-5e2240acf30e.in2-lc-prod-us.gpcloudservi
success
2021/10/19 12:38:06
SSL :
ssl channel established
success
2021/10/19 12:38:05
Status :
connection successful
success
2021/10/19 12:38:06
TCP :
tcp connection established
success
2021/10/19 12:38:03

Environment

Customer using customized interface for service route configuration (CDL communication)
User-added image

Cause

Customer originally mis-configured to use mgmt port for service route configuration. Then, they changed the config to use customized port.

After changing the config, communication between FW and CDL were done via the customized port, but the old config info was not deleted automatically, and caused an error msg reporting that there is an communication issue between the FW and CDL.

connid: "-def" means it's using mgmt port for service route configuration, "-IP addr" shows the IP addr of the customized interface that's used for service route configuration.

Resolution

Run following cmd to restart log-receiver.

> debug software restart process log-receiver

After running above command, run following cmd to check whether old route info is being cleared:

> request logging-service-forwarding status

Check UI to see if device connectivity is back to green.

Additional Information