User-ID Agent connection is lost after restarting UIA service
3021
Created On 12/19/24 09:12 AM - Last Modified 04/04/25 19:56 PM
Symptom
- The connection between User-ID agent (UIA) and Firewall is lost.
- Issue occurs after restarting the User-ID Agent service.
- This is observed after new certificate is installed on the PAN-OS and User-ID Agent (Reference : Customer Advisory)
- The following logs are seen on the Firewall distributord.log (less mp-log distributord.log)
18:18:47.042 +0800 conn UIA is not connected.
18:18:47.043 +0800 add socket fd 1027(UIA) into epoll 2 [prev total fds: 0, jobid: 0].
18:18:47.043 +0800 debug: pan_dcom_epoll_add_event(pan_dcom.c:145): add socket fd 1027(UIA) into epoll with event 5.
18:18:47.043 +0800 agent UIA didn't establish secure communication yet
18:18:47.043 +0800 18:18:47.043 +0800 pan_dcom_epoll: start epoll thread 2 at 1732097927(epoch: 1732097927)
debug: pan_distributor_agent_proc(pan_distributor_agent.c:3261): agent 'UIA' stop processing
18:18:47.086 +0800 debug: pan_dcom_ssl_notify(pan_dcom_ssl.c:501): ssl receive event 3 on conn UIA
18:18:47.086 +0800 [agent UIA] DCOM_SSL_CLNT_PRE_CONN
18:18:47.141 +0800 Error: pan_distributor_agent_verify_cert_cb(pan_distributor_agent.c:1716): [secure_conn] Failed to retrieve distributor, distributord exiting!
18:18:47.141 +0800 Error: pan_dcom_ssl_connect(pan_dcom_ssl.c:317): conn UIA: SSL_connect return -1
18:18:47.141 +0800 Error: pan_dcom_ssl_connect(pan_dcom_ssl.c:318): SSL :error:1416F086:SSL routines:tls_process_server_certificate:certificate verify failed
18:18:47.141 +0800 Error: pan_dcom_app_notify_callback(pan_dcom_sock.c:476): conn UIA failed in ssl notify, event:3
18:18:47.141 +0800 conn UIA is not connected yet, err = 0
Environment
- Palo Alto Firewalls
- PANOS 11.1.2-h3
- User-ID Agent (UIA): 11.0.1
Cause
Software defect PAN-271700.
Resolution
- Upgrade PAN-OS to 11.1.8 or 11.2.8 or later to address PAN-271700.
- The temporarily workaround is to commit on the firewall.