One-time password (OTP) of the specific Panorama does not work.

5135

Created On 11/07/24 07:38 AM - Last Modified 12/18/25 14:35 PM

Customer Support Portal

License

Prisma Access

Cortex Data Lake

Prisma Access (Panorama Managed)

Symptom

When "Verify Account" message is seen on Panorama and one tries to generate One-time password (OTP) on Customer Support Portal (CSP), the related Panorama serial is not shown up.

verify_account

The related Panorama Serial number is not displayed.

generate_one_time_password

Generating OTP from HUB which is located on Common Services > Tenant Management. However, the generated OTP does not work with the following error.
If you follow the procedure in Failed to verify account. Failed to complete feature license checks, you will see the following error.
```
> request plugins cloud_services panorama-certificate fetch otp <OTP>
None
Device does not have valid Support
Failure
```

OTP generation failure can also be caused by expired SLS license. The Panorama must have a valid SLS or SCM-PRO to be available for OTP generation.

Environment

Prisma Access (Panorama Managed)
Strata Logging Service (previously Cortex Data Lake)
License

Cause

Premium Support License is expired.

Use the CLI command to check the following command from Panorama.

> request license info
...
License entry:
Feature: Premium
Description: 24 x 7 phone support; advanced replacement hardware service
Serial: xxxxxx
Authcode: xxxxxx
Issued: November 09, 2021
Expires: October 21, 2024 <<<<<<<
Expired?: yes <<<<<<<

Resolution

Renew your license and retry the operation.

Additional Information