Device > Support

  • Device > Support
  • Panorama > Support
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.
Perform any of the following functions on this page:
  • 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
    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
    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 the
    Download Core Files
    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.

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