A factory reset or re-image of the firewall clears the old certificate references and forces the generation of a new key pair within the TPM during the initial boot process. This is the cleanest solution but results in the loss of configuration, necessitating a rebuild or a careful re-import of the configuration excluding the device certificate settings.
Was this device recently swapped out as part of an ? What PAN-OS version is the device currently running?
The "TPM public key match failed" error triggers when the public key presented by your firewall hardware does not match the public key record stored in the Palo Alto Networks database. Why Does This Mismatch Happen? A factory reset or re-image of the firewall
Palo Alto support engineers must use advanced challenge/response mechanics to gain temporary root access to the system backend.
If your appliance is running affected versions of PAN-OS (such as certain 12.1.x builds) and is failing due to a full or cluttered directory, a management plane restart or a full reboot is required to clear out stuck .pub_pem records. What PAN-OS version is the device currently running
The Palo Alto Networks error occurs when a hardware Next-Generation Firewall (NGFW) equipped with a Trusted Platform Module (TPM) fails to validate its unique identity against the Palo Alto Networks Customer Support Portal (CSP) . This cryptographic handshake failure completely blocks the automatic extraction or manual recovery of the Palo Alto device certificate, which is required for critical cloud services such as the Cloud Identity Engine (CIE), Strata Logging Service, and Advanced WildFire. Technical Context: TPM and Device Certificates
Sometimes the firewall gets stuck trying to overwrite an invalid locally cached token. Clearing the local device certificate state forces the NGFW to initiate a clean handshake. Because One-Time Passwords (OTPs) are time-sensitive
Because One-Time Passwords (OTPs) are time-sensitive, NTP synchronization issues can cause "invalid OTP" or fetching errors. Troubleshooting and Remediation Steps