PnP site not redirecting 4331 devices

[fcs-lingle]

We are running Cisco hosted vMange 20.4.2.2 and I am trying to configure a few 4331s on 17.03.03 and getting the same issue.  PnP Discovery connects to https://devicehelper.cisco.com.:443/pnp/HELLO but it will not download the config I have waiting for the devices, when I do a "show sdwan control connections" I get the following:

System is still initializing. Wait for PnP to be completed or terminate PnP with the following command:

pnpa service discovery stop

And it stay like that forever.  I have attached a boot up log after I perform a software reset and a pnp trace.  I was on a webex with Cisco TAC for 5 hours Friday and still no solution.  The 1161 devices I configure have no problem on redirecting right away. 

Any insight is appreciated.

[Flavio Miranda]

Hi

 Well, after 5 houras with TAC, it is difficult to find something you guys did not see already but, this messages calls the attention:

This url "evicehelper.cisco.com" is hosted on Amazon.

C:\Users\xxx>nslookup devicehelper.cisco.com
Servidor: b5d58405.virtua.com.br
Address: 181.213.132.5

Não é resposta autoritativa:
Nome: pnp-connect-production-1950043792.us-east-1.elb.amazonaws.com
Addresses: 2600:1f18:4006:7801:b952:4efd:6721:e702
2600:1f18:4006:7800:3dfa:b879:24d:dce
18.205.166.131
52.203.231.173
Aliases: devicehelper.cisco.com

*Apr 25 02:00:37.844: %SMART_LIC-3-COMM_FAILED: Communications failure with the Cisco Smart License Utility (CSLU) : Unable to resolve server hostname/domain name
*Apr 25 02:00:46.790: %PNP-6-PNP_PROFILE_DELETED: PnP profile (pnp_cco_profile) deleted (1/3) by (pid=651, pname=PnP Agent Discovery, time=02:00:46 UTC Mon Apr 25 2022)
*Apr 25 02:00:52.800: %PNP-3-PNP_DOMAIN_NAME_NOT_FOUND: Domain name not found (3/10) on (GigabitEthernet0/0/1) by (pid=651, pname=PnP Agent Discovery, time=02:00:52 UTC Mon Apr 25 2022)
*Apr 25 02:00:52.800: %PNP-3-PNP_DOMAIN_NAME_NOT_FOUND: Domain name not found (4/10) on (Service-Engine0/4/0) by (pid=651, pname=PnP Agent Discovery, time=02:00:52 UTC Mon Apr 25 2022)

[fcs-lingle]

Agreed, I see where the problem starts, but it doesn't say why.   And I was with a SDWAN TAC engineer and I think I should of been with a PnP engineer.   He tried to initiate a collab, but wasn't able to by the time his shift was over.

[fcs-lingle]

I have now worked with a PnP engineer from TAC with no resolution.  After examining everything more closely.  Here is the culprit.

"%PNP-6-PNP_BACKOFF_NOW: PnP Backoff now for (86400) seconds requested (1/3) by (profile=pnp_cco_profile, host=devicehelper.cisco.com., port=443)"

Why is devicehelper requesting backoff?  The issue appears to be on the back side of PnP.  The TAC engineer has involved a PnP Specialist who works on the PnP site everyday and they are examining the issue and looking into it from the backend.

[fcs-lingle · Accepted solution]

Problem solved.  Cisco had a certificate issue on their backend of the PnP portal.

[Flavio Miranda]

Great. Thanks for sharing.