Prisma Access Status

Investigating:

Status: Investigating

Severity: Degraded

Locations: Ashburn

Impact:

We are observing service degradation affecting instances in the New Zealand region.

As a result, customers may experience impact to the management plane. This issue may also affect commits, onboarding, and autoscaling of new instances in the region.

We are actively working with the cloud provider to investigate and resolve the issue. The next update will be provided by 10:00 am UTC

Workaround:

NA

An incident has been identified. We are actively investigating to restore services.

Monitoring:

Status: Monitoring

Severity: Degraded

Locations: Ashburn, Auckland, Bogota, Brasilia, Brisbane, Calgary, Chennai, Chia, Chicago, Colombo, Dallas, Denver, Dubai, Guadalajara, Hong Kong, Hyderabad, Islamabad, Jeddah, Jerusalem, Karachi, Lahore, Lima, Los Angeles, Manama, Melbourne, Mexico City, Miami, Moncks Corner, Monterrey, Mumbai, New Delhi, New York City, Osaka, Perth, Phoenix, Port Moresby, Quebec, Rio de Janeiro, Riyadh, Salt Lake City, San Francisco, San Jose, Sao Paulo, Seoul, Singapore, Sydney, The Dalles, Tokyo, Toronto

Impact:

The Issue has been mitigated by rolling back to the previously stable GP iOS version repackaged as 6.3.4.

Workaround:

Workaround Steps

Evaluate Disabling Multi-Portal (For IT Administrators — Optional)

Action: If your environment utilizes Multi-Portal configurations, assess whether your business operations can temporarily run without this feature enabled. If feasible for your organization, temporarily disable the Multi-Portal setting on the GlobalProtect Portal/Gateway configuration.

Note: Do not disable Multi-Portal if doing so disrupts other critical business workflows dependent on this configuration.

Result: For organizations where this change is permissible, disabling Multi-Portal has successfully restored connectivity for users on iOS 26.6 without requiring individual end-user intervention.

For non multi portal customers, the engineering team is working on a releasing a hotfix

The Issue has been mitigated by rolling back to the previously stable GP iOS version repackaged as 6.3.4.

Investigating:

Status: Investigating

Severity: Degraded

Locations: Ashburn, Auckland, Bogota, Brasilia, Brisbane, Calgary, Chennai, Chia, Chicago, Colombo, Dallas, Denver, Dubai, Guadalajara, Hong Kong, Hyderabad, Islamabad, Jeddah, Jerusalem, Karachi, Lahore, Lima, Los Angeles, Manama, Melbourne, Mexico City, Miami, Moncks Corner, Monterrey, Mumbai, New Delhi, New York City, Osaka, Perth, Phoenix, Port Moresby, Quebec, Rio de Janeiro, Riyadh, Salt Lake City, San Francisco, San Jose, Sao Paulo, Seoul, Singapore, Sydney, The Dalles, Tokyo, Toronto

Impact:

We are actively investigating an issue where users running iOS version 26.6 with GlobalProtect App version 6.3.3-18 are unable to establish a secure VPN connection. This is impacting the upgraded users' access to corporate networks and internal resources following a recent software update that was being slow rolled (now paused).

Observed Symptoms:

Affected users on iOS 26.6 / GP 6.3.3-18 may experience:

• Authentication Failures & Connection Timeouts: Inability to authenticate or connect to the GlobalProtect portal and gateways.

The Prisma Access Engineering team are actively working on this. The engineering team will share periodic status updates as new information becomes available or as significant milestones are reached

Workaround:

Workaround Steps

Evaluate Disabling Multi-Portal (For IT Administrators — Optional)

Action: If your environment utilizes Multi-Portal configurations, assess whether your business operations can temporarily run without this feature enabled. If feasible for your organization, temporarily disable the Multi-Portal setting on the GlobalProtect Portal/Gateway configuration.

Note: Do not disable Multi-Portal if doing so disrupts other critical business workflows dependent on this configuration.

Result: For organizations where this change is permissible, disabling Multi-Portal has successfully restored connectivity for users on iOS 26.6 without requiring individual end-user intervention.

For non multi portal customers, the engineering team is working on a releasing a hotfix

An incident has been identified. We are actively investigating to restore services.

Monitoring:

Status: Monitoring

Severity: Degraded

Locations: Ashburn, The Dalles

Impact:

Prisma Access Engineering has identified new customer onboarding failure for below locations:

Australia South, Brazil Southeast, Canada Central, Canada East, Colombia Central, France North, France South East, India South Central, Israel Central, Japan Central, Japan South, Mexico Northeast, Saudi Arabia, Saudi Arabia West, South Korea, Sweden, Switzerland, UK, UK West, United Arab Emirates, US East, US Midwest, US West, US West Central.

Currently no workaround exists and teams are actively working on resolution.

Workaround:

NA

A fix has been implemented. We are actively monitoring to ensure full restoration of services.

Investigating:

Status: Investigating

Severity: Degraded

Locations: Ashburn, The Dalles

Impact:

Prisma Access Engineering has identified new customer onboarding failure for below locations:

Australia South, Brazil Southeast, Canada Central, Canada East, Colombia Central, France North, France South East, India South Central, Israel Central, Japan Central, Japan South, Mexico Northeast, Saudi Arabia, Saudi Arabia West, South Korea, Sweden, Switzerland, UK, UK West, United Arab Emirates, US East, US Midwest, US West, US West Central.

Currently no workaround exists and teams are actively working on resolution.

Workaround:

NA

An incident has been identified. We are actively investigating to restore services.

Resolved:

Status: Resolved

Severity: Degraded

Locations: Council Bluffs

Impact:

Intermittent log delay on Log Viewer and Dashboards. This does not impact all customers.

Workaround:

NA

The incident has been fully resolved and all services are operational.

Monitoring:

Status: Monitoring

Severity: Degraded

Locations: Council Bluffs

Impact:

Intermittent log delay on Log Viewer and Dashboards. This does not impact all customers.

Workaround:

NA

A fix has been implemented. We are actively monitoring to ensure full restoration of services.

Resolved:

Status: Resolved

Severity: Degraded

Locations: Beijing, Dublin, Jakarta, London, Ohio, Oregon, Singapore, Sydney

Impact:

Prisma SDWAN customers would have received a device stats disconnection alarm. No impact to the data plane or control plane.

Workaround:

NA

The incident has been fully resolved and all services are operational.

Investigating:

Status: Investigating

Severity: Degraded

Locations: Beijing, Dublin, Jakarta, London, Ohio, Oregon, Singapore, Sydney

Impact:

Prisma SDWAN customers would have received a device stats disconnection alarm. No impact to the data plane or control plane.

Workaround:

NA

An incident has been identified. We are actively investigating to restore services.

Resolved:

Status: Resolved

Severity: Degraded

Locations: Beijing

Impact:

Customers in the China region using Cloud Authentication Service may have experienced authentication failures for firewall connections starting Aug 7th 7:30 PM GMT and now remediated.

Affected users may have seen authentication errors when attempting to connect through Prisma Access or GlobalProtect services. The root cause was a certificate configuration mismatch in the Cloud Authentication Service that has since been corrected.

Workaround:

Due to a 24-hour certificate cache on firewall devices, some customers may continue to experience authentication failures until the cached certificate expires.

If you are still experiencing authentication issues after the remediation time, please restart the authd daemon on the affected firewall to clear the cached certificate.

The incident has been fully resolved and all services are operational.

Monitoring:

Status: Monitoring

Severity: Degraded

Locations: Beijing

Impact:

Customers in the China region using Cloud Authentication Service may have experienced authentication failures for firewall connections starting Aug 7th 7:30 PM GMT and now remediated.

Affected users may have seen authentication errors when attempting to connect through Prisma Access or GlobalProtect services. The root cause was a certificate configuration mismatch in the Cloud Authentication Service that has since been corrected.

Workaround:

Due to a 24-hour certificate cache on firewall devices, some customers may continue to experience authentication failures until the cached certificate expires.

If you are still experiencing authentication issues after the remediation time, please restart the authd daemon on the affected firewall to clear the cached certificate.

A fix has been implemented. We are actively monitoring to ensure full restoration of services.

If you are still experiencing authentication issues after the remediation time, please restart the authd daemon on the affected firewall to clear the cached certificate.

Investigating:

Status: Investigating

Severity: Degraded

Locations: Beijing

Impact:

Customers in the China region using Cloud Authentication Service may have experienced authentication failures for firewall connections starting Aug 7th 7:30 PM GMT and now remediated.

Affected users may have seen authentication errors when attempting to connect through Prisma Access or GlobalProtect services. The root cause was a certificate configuration mismatch in the Cloud Authentication Service that has since been corrected.

Workaround:

Due to a 24-hour certificate cache on firewall devices, some customers may continue to experience authentication failures until the cached certificate expires.

If you are still experiencing authentication issues after the remediation time, please restart the authd daemon on the affected firewall to clear the cached certificate.

An incident has been identified. We are actively investigating to restore services.