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Quick Reference Guide PDF

1. The document provides instructions for creating a user account and registering Palo Alto Networks assets on the support portal to open support cases and access tools. 2. It explains how to gather relevant information to include in a support case, such as issue details, logs, and network diagrams. 3. Users can create support cases online through the case management link or call support phone numbers for critical issues.

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Josue
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87 views

Quick Reference Guide PDF

1. The document provides instructions for creating a user account and registering Palo Alto Networks assets on the support portal to open support cases and access tools. 2. It explains how to gather relevant information to include in a support case, such as issue details, logs, and network diagrams. 3. Users can create support cases online through the case management link or call support phone numbers for critical issues.

Uploaded by

Josue
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Quick Reference Guide:

Welcome to Palo Alto Networks Support

Getting Started
Create Your User Account
A login is required to use the Support Portal. To create a login:
1. Go to support.paloaltonetworks.com
2. Click on the Register link.
3. Information from your sales order is required to register. Users who purchase VMs through
AWS Marketplace will need an Instance ID.
4. Enter your informaiton and accept the Terms of Use.

See also:
• How to Create Your User Account (https://live.paloaltonetworks.com/docs/DOC-6273)
• Creating a New User Account on the Support Portal
(https://live.paloaltonetworks.com/videos/1450)
• Differences between Super and Standard User Roles
(https://live.paloaltonetworks.com/videos/1451)

Register Your Palo Alto Networks Asset


All assets must be registered to activate licenses, download software/updates, and create cases.
1. Login to support.paloaltonetworks.com with your user account credentials.
2. Click on Assets tab.
3. Click on Register New Device link.
4. Complete the device registration form.

See also:
1. How to Register a Device, Spare, Traps or VM-Series Auth-Code
(https://live.paloaltonetworks.com/docs/DOC-6274)
2. Registering Devices (https://live.paloaltonetworks.com/videos/1458)
3. How to Activate Authorization Codes (https://live.paloaltonetworks.com/docs/DOC-6275)
4. How to Authorize and Install VM-Series Auth Codes (https://live.paloaltonetworks.com/docs/DOC-
6276)
Online Tools & Helpful Links
Online Tools
Applipedia (https://applipedia.paloaltonetworks.com/)
PAN-DB URL Categorization (http://urlfiltering.paloaltonetworks.com/testASite.aspx)
Security Advisories (https://securityadvisories.paloaltonetworks.com/)
Threat DB (https://threatvault.paloaltonetworks.com/)
WildFire Portal (https://wildfire.paloaltonetworks.com/)
Helpful Links

Critical Issues Addressed in PAN-OS Releases (https://live.paloaltonetworks.com/docs/DOC-1982)


Quick Reference Guide: Helpful Commands (https://live.paloaltonetworks.com/docs/DOC-4254)
Technical Documentation (https://live.paloaltonetworks.com/community/documentation)
Search the Community
The Community is a one stop shop to troubleshoot, read best practices, learn about new products and
features, collaborate with others and expand your knowledge of security.

To participate in the Community go to https:// live.paloaltonetworks.com and log in with your Support Portal
credentials.

Gather Information
To assist the technical support engineer in resolving your issue, provide the following information in the case:
• Severity of the issue: Critical, High, Medium or Low
• Software product and version
• Meaningful case subject
• In detail, a description of the issue with symptoms and troubleshooting steps taken
As applicable, include the following data:
• Tech Support file
• Screenshots of error messages from the Palo Alto Networks device or other network devices
• Network topology diagram
• Log files
• Packet captures
See also:
• How to Generate and Upload a Tech Support File for Support
(https://live.paloaltonetworks.com/docs/DOC-3276)
• How to Export Logs (https://live.paloaltonetworks.com/docs/DOC-2772)
• How to Run a Packet Capture (https://live.paloaltonetworks.com/docs/DOC-2313)

Create Your Case Online


Creating an online support case provides faster routing of your case to the appropriate technical support
engineer.
1. Login to support.paloaltonetworks.com with your user account credentials.
2. Click on the Case Management link located under Resources.
3. Click on New Case button.
4. Enter the serial number of the device.
5. Enter case details then submit the case.

If you are experiencing a critical issue, where the product is down or critically impacting your production
environment, create an online support case then call Support.

Support Phone Numbers


https://www.paloaltonetworks.com/company/contact-us.html
Escalating Your Case
• If you require priority attention or response from the assigned technical support engineer, escalate your
case by updating your case online.
• If your issue has become critical, update the case online and call Support. Ask to speak to the assigned
technical support engineer or the duty manager.
•
Support When You Need It

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