Status: Investigating

Severity: Disruption

Locations: Los Angeles

Impact:

Following a recent service update, a subset of Prisma Access Agent users on Panorama-managed tenants in North America are temporarily unable to authenticate or establish new sessions due to a certificate configuration mismatch. Active sessions remain unaffected. Users attempting new logins may encounter connection errors (such as "Cannot decrypt cookie"). The data plane remains intact, and active, connected sessions are not impacted.

Workaround:

Engineering teams have applied targeted data workarounds to restore authentication access for affected tenants while a rollback and permanent code fix are deployed. As a precaution, administrators are advised to pause Panorama configuration pushes until the permanent fix has finished deploying across the environment. Further updates will be shared as deployment milestones are completed.

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