Professional Documents
Culture Documents
How To Generate and Upload A Tech Support File Using The WebGUI... - Knowledge Base - Palo Alto Networks
How To Generate and Upload A Tech Support File Using The WebGUI... - Knowledge Base - Palo Alto Networks
How To Generate and Upload A Tech Support File Using The WebGUI... - Knowledge Base - Palo Alto Networks
C U S T O M E R S U P P O R T P O R TA L
Members CLI CONSOLE FORENSICS INTERFACES M-100 APPLIANCE M-200 APPLIANCE How to Collect Logs from
GlobalProtect Clients
M-500 APPLIANCE M-600 APPLIANCE MANAGEMENT INTERFACE WEB INTERFACE
Professional Services
How to Use the TAC
WF-500 APPLIANCE ADMINISTRATION BEST PRACTICE CUSTOMER SUPPORT PORTAL
Upload Service
Assets
DEPLOYMENT DEVICE MANAGEMENT HARDWARE HARDWARE PAN-OS
Tools How To Packet Capture
Symptom
(tcpdump) On
PANORAMA VM-SERIES
Management Interface
WildFire This document shows how to generate and upload a tech support file
using the WebGUI or the CLI.
Palo Alto Networks Visio
AutoFocus & Omnigraffle Stencils
Environment
Any platform, virtual or physical
Updates Some platforms, like the WF-500, may be limited to CLI-only
Resources Actions
Resolution Print
From the WebGUI: Follow
1. Go to Device > Support, or on Panorama, Panorama > Support. Copy Link
2. Under Tech Support File, Click Generate Tech Support File.
NOTE: The option will not be available if the user has Device Administrator privileges. You need
SuperUser privileges to generate a Tech Support File from the Web UI. Attachments
3. Wait for the generation process to complete.
Feedback
NOTE: You can see the last time the Tech Support file was generated.
4. When the option appears, Click Download Tech Support File and save the file.
Feedback
Device > Support, showing you where to generate the Tech Support file from the WebGUI. Was this information helpful?
Choose Language
English
Upload the Tech Support file to a Palo Alto Networks support case using one of the following methods. A
NETDATA INNOVATION… case must be opened with Palo Alto Networks support in order to upload the file.
Support Home
Support Cases
Account Management
Members
Professional Services
Assets 3. Inside the Case window, click on Case Files > Upload File(s)
Tools
WildFire
AutoFocus
Updates
Resources
4. You will see the Upload Files pop up window (Note: Please allow pop-ups to see this window).
Feedback
5. Drag files into the window or browse and upload the file. Once the upload is completed a brief
message of file upload appears.
6. Repeat attaching the next file if any, click on Done once completed.
7. The uploaded files are seen in the Case Files tab after some time (5 -10 min).
NETDATA INNOVATION…
26
C U S T O M E R S U P P O R T P O R TA L
Support Home
Members I'm not a robot to ensure you are not a robot, and then login.
Professional Services
Assets
Tools
WildFire
AutoFocus
Updates
Resources
3. Drag and drop a file to the window, or click the Add files to upload it.
Feedback
Note: Only one file can be selected and uploaded at a time.
4. After the file successfully uploads, an automated notification will be created as a case comment to
notify the case owner.
Method 3: Use the CLI to Upload to the TAC Upload Server Directly
Questions Asked:
What does exactly 'Tech support file' contain? Is there all configuration of the device? Is it safe to share
it with the PAN support?
Answer:
The Tech Support file contains your device configuration, system information and some logs (not
traffic).
It is completely safe to share with Palo Alto Networks support, as this helps the Support Engineer
understand your configuration and can help isolate any issues quicker than without it. All information is
kept confidential.
Attachments
NETDATA INNOVATION…
26
COMPANY LEGAL NOTICES RESOURCES
About Palo Alto Networks Privacy Support
C U S T O M E R S U P P O R T P O R TA L
Careers Terms of Use Live Community
Email Subscription
Support Home
Learning Center (Beacon)
Support Cases
Technical Documentation
Account Management
Professional Services
Assets
Tools
WildFire
AutoFocus
Updates
Resources
Feedback
NETDATA INNOVATION…