Customers with Platinum, Premium, or Standard Support subscriptions may open a case with Palo Alto Networks Technical Support.
Creating a Support Case Using the Customer Support Portal (CSP)
Step 1: Log in to the Customer Support Portal (support.paloaltonetworks.com).
Step 2: Click Support Cases
Step 3: Click Create a Case
Step 4: Choose a Technology, Product/Problem Area, Issue Category, OS Release
Step 5: Review the Suggested Solutions to see if they can help resolve your issue.
Step 6: Select an Asset or Search for a serial number or tenant ID. Firewall's serial number must be registered to your Support portal account.
Step 7: Review your case information and provide any additional details.
Ensure Subject and Description are complete and provide a clear explanation of the issue.
- Include a Date and Time of the issue (if possible)
- Were there any changes made to the network or was any new traffic introduced?
- Were the devices in question upgraded or downgraded?
- Serial number of the device and its cluster peer
- Any logs, screenshots, or ACC output that can help further analyze the issue
- TechSupport file
- Select Priority: Critical = Network down, High = Partial network outage, Medium = minor or no network impact, Low = query
- Provide a Contact Number
Step 8: Click Submit to move forward with your support case or Cancel if you have found your answer
**Upload a File
**After your case is created, upload any logs, files, or screenshots that can help clarify the problem.
- Click your case number to open your case.
- Move to Case Files at the bottom and select Upload File(s).
Click the add icon (+) to browse and upload your file.
Select Open, then select the upload file icon.
Contact Support by Phone
We recommend creating a case online. The case will automatically be routed to the next available Technical Support Engineer or Customer Service Representative to contact you. If you wish to call, visit the Contact Support page for a phone number in your region.
NOTE: If you create a case over the phone, the automated system will require the serial number of your product.
A Technical Support Engineer will troubleshoot your issue and remain with the case until the issue is resolved to your satisfaction. You can view your case at in the Customer Support Portal (https://support.paloaltonetworks.com) > Case Management > View Cases.
Additional Information on the Knowledgebase
Tutorials on How to Collect Debug Data
Tech Support File: How to Generate and Upload a Tech Support File Using WebUI and CLI
Virus False Positive: How to submit an Anti-Virus false positive
Vulnerability False positive: How to submit a vulnerability signature false positive
Traps Agent Logs from TMS Console: How to Collect Traps Agent Logs from the ESM Console
Traps Agent Support Files from Endpoint: How to Collect Traps Agent Support Files (Logs) from the Endpoint
Traps: Reporting WildFire incorrect verdict Addressing Incorrect WildFire Verdicts
GlobalProtect Connection issues: How to Open a Case on GlobalProtect Remote User VPN Connection Issues