Select or to
access support related options. You can view the Palo Alto Networks
contact information, view your support expiration date, and view
product and security alerts from Palo Alto Networks based on the
serial number of your firewall.
Support—Provides information on the support status of
the device and provides a link to activate support using an authorization code.
Production Alerts/Application and Threat Alerts—These
alerts will be retrieved from the Palo Alto Networks update servers
when this page is accessed/refreshed. To view the details of production alerts,
or application and threat alerts, click the alert name. Production
alerts will be posted if there is a large scale recall or urgent
issue related to a given release. The application and threat alerts
will be posted if significant threats are discovered.
Links—Provides common support links to help you manage your
device and to access support contact information.
Tech Support File—Click Generate Tech Support
File to generate a system file that the support team
can use to help troubleshoot issues that you may be experiencing
with the firewall. After you generate the file, Download
Tech Support File and then send it to the Palo Alto
Networks Support department.
If your browser is configured
to automatically open files after download, you should turn off
that option so the browser downloads the support file instead of
attempting to open and extract it.
Stats Dump File—Click Generate Stats Dump File to
generate a set of XML reports that summarizes network traffic over
the last 7 days. After the report is generated, you can Download
Stats Dump File. The Palo Alto Networks or Authorized
Partner systems engineer uses the report to generate a Security
Lifecycle Review (SLR). The SLR highlights what has been found on
the network and the associated business or security risks that may
be present and is typically used as part of the evaluation process.
For more information on the SLR, contact your Palo Alto Networks
or Authorized Partner systems engineer.
For firewalls managed
by a Panorama™ management server, you can generate a stats dump
file for a single managed firewall at a time or generate a single
stats dump file for all firewalls managed by Panorama.
Core Files—If your firewall experiences a system process failure
it will generate a core file that contains details about the process
and why it failed. Click Download Core Files to
view a list of available core files and then click a core file name
to download it. After you download the file, upload it to a Palo
Alto Networks support case to obtain assistance in resolving the
issue.
The contents of the core files can be interpreted
only by a Palo Alto Networks support engineer.
Debug and Management Pcap Files—If your firewall experiences
a packet capture failure it will generate a packet capture (pcap)
file that contains debug and management details for why it failed.
Click Download Debug and Management Pcap Files to
view a list of available pcap files and then click a pcap file name
to download it. After you download the file, upload it to a Palo
Alto Networks support case to obtain assistance in resolving the
issue.
