Why do I get the "There was an unexpected internal error" message when logging in to Customer Support Portal?
13466
Created On 09/15/22 22:51 PM - Last Modified 06/20/23 22:32 PM
Objective
To resolve "There was an unexpected internal error " when accessing Customer Support Portal.
Environment
There was an unexpected internal error. Please try again.
Procedure
Two Factor Authentication (2FA) is required for users to log into Palo Alto Networks apps, such as Customer Support Portal (CSP). When using your MFA verification code, you may hit the following error:
There was an unexpected internal error. Please try again.
To resolve this, make sure that your DNS resolves sso.paloaltonetworks.com to reach the Okta service.
The URL sso.paloaltonetworks.com (which is what all of our customers are being directed to when they log in) might not be resolved by your DNS. Check if you can reach PAN apps using a mobile device which is not linked to the DNS server or try Incognito mode. Contact your internal IT System Administrator for assistance.
Also make sure that you do not use a bookmarked page to access support.paloaltonetworks.com. Delete cache and cookies for All time and open a new tab or an incognito window, then type in support.paloaltonetworks.com.