Error: "Failed to verify account. Failed to complete feature/license check" due to Expired Panorama Certificate
32925
Created On 01/19/22 03:03 AM - Last Modified 02/14/23 22:54 PM
Symptom
- Panorama has all the valid licenses present but account verification is still getting failed with the error "Failed to verify account. Failed to complete feature/license check".
- No old expired licenses are present on the Panorama.
- Able to fetch the licenses from the update server.
Environment
- Prisma Access (Panorama Managed)
- Plugins
- PAN-OS 9.1,10.0,10.1
- Administration, Licensing
Cause
An error "Failed to verify account. Failed to complete feature/license check" will be seen if Panorama Certificate has been expired when checked through the CLI.
Resolution
Steps to follow:
- Access the Panorama via CLI.
- Run the below command to check the Panorama certificate expiration.
show plugins cloud_services panorama-certificate status
- If the Panorama-Certificate has been expired, delete the existing expired certificate using the below command.
request plugins cloud_services panorama-certificate delete
- Verify and fetch the license capabilities.
debug plugins cloud_services prisma-access license-capabilities show
debug plugins cloud_services prisma-access license-capabilities fetch
- Fetch the certificate again and we should be able to verify the account successfully.
request plugins cloud_services panorama-certificate fetch otp <OTP_KEY_FROM_SUPPORT_PORTAL>