Case study on troubleshooting the error Failed to obtain data during signature database upgrade on F1000-AK firewall at a certain site
2025-03-31 09:32:49
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Problem Description
Error occurred when using immediate upgrade:
Process Analysis
After clicking immediate upgrade, the pop-up progress bar does not move and eventually reports an error directly. Attempts to clear cache or switch browser did not resolve the issue.
The connection status of the signature database server is normal.
Packet capture reveals significant retransmission between the device and the signature database server, indicating poor network conditions to the server.
Current DNS configuration of the device.
dns server 114.114.114.114
dns server 8.8.8.8
Pinging the signature database server domain also shows packet loss.
Solution
The issue was resolved by changing the firewall DNS to the carrier-provided DNS and then clearing the DNS cache.