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.
Perform any of the following functions on this page:
—Provides information on the support status
of the device and provides a link to activate support using an authorization
Production Alerts/Application and Threat Alerts
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.
—Provides common support links to help you manage
your device and to access support contact information.
Tech Support File
Generate Tech Support
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,
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
Generate Stats Dump
to generate a set of XML reports that summarizes
network traffic over the last 7 days. After the report is generated,
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.
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.
—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 the
link 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.