Prisma Access Agent
Report Prisma Access Agent Issues for Troubleshooting
Table of Contents
Report Prisma Access Agent Issues for Troubleshooting
Learn how to report connectivity issues directly from Prisma Access Agent and respond
to administrator requests for diagnostic data collection to enable faster
troubleshooting.
| Where Can I Use This? | What Do I Need? |
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When you experience connectivity problems with Prisma Access Agent, you can report issues
directly from the Prisma Access Agent app or command line to initiate diagnostic
collection. Additionally, your administrator can initiate diagnostic collection and
might require your consent before proceeding to collect diagnostic data. Both methods
enable immediate troubleshooting and help administrators resolve connectivity issues
more efficiently.
Report Issues from the Prisma Access Agent App
You can report connectivity problems through the Prisma Access Agent app when you
experience issues such as connection failures, slow performance, or authentication
problems.
To report an issue from the agent app:
- Open the Prisma Access Agent from your system tray or applications menu.
- Click the options icon to open the settings window.
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- Select Report An Issue.
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- Report your issue.
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- Please describe the issue you're experiencing in
1000 characters or less.Include specific details such as when the issue occurred, what you were trying to do, and any error messages you received. For example:
Unable to connect to corporate applications since this morning. Getting timeout errors when accessing internal websites.
- Enable Run diagnostics tests and include logs for your IT admin to agree to diagnostic data collection.
- Please describe the issue you're experiencing in
1000 characters or less.
- Continue to initiate the diagnostic collection process.
You cannot click Continue unless you enter a description for the issue and enable Run diagnostics tests and include logs for your IT admin.
The system will collect troubleshooting data and upload it to administrators for
analysis.
Report Issues from the Command Line
You can also report issues using the Prisma Access Agent command-line interface (PACli), which
is useful for scripting or when the Prisma Access Agent app is unavailable.
To report an issue from the command line:
- On macOS, open a Terminal window and issue the following command:
/Applications/Prisma\ Access\ Agent.app/Contents/Helpers/pacli eie trigger -d "<description>"
- On Windows, open a Command Prompt window and issue the following command:
"C:\Program Files\Palo Alto Networks\Prisma Access Agent\pacli" eie trigger -d "<description>"
Replace "<description>" with a detailed explanation of the
issue you are experiencing, enclosed in quotes. The description is limited to 1000
characters.
Example:
pacli eie trigger -d "Unable to connect to corporate applications since this morning. Getting timeout errors when accessing internal websites."
Administrator-Initiated Diagnostic Collection
Your administrator might also initiate diagnostic data collection from your device to
troubleshoot connectivity issues. If they configured user consent requirements from
the server and they initiate data collection:
- You will receive a consent dialog explaining that your administrator has requested diagnostic data collection. For example:
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The dialog contains a link to the Prisma Access Agent privacy datasheet. - You can choose to approve or deny the diagnostic collection request. If you approve the request, diagnostic data collection will proceed automatically. If you deny the request, no diagnostic data will be collected and your administrator will be notified of the denial.
This consent process ensures your privacy is protected while allowing administrators
to gather the information needed for troubleshooting when necessary.
If your administrator did not configure user consent
requirements, they will be able to collect diagnostics, but you will not be asked
for approval.
Data Collection and Privacy
When you report an issue or approve administrator-initiated collection, the system
collects diagnostic data to help administrators troubleshoot connectivity problems.
This data includes:
- System logs related to Prisma Access Agent operation
- Configuration information
When requested, you must provide consent before diagnostic data collection begins,
whether you or your administrator initiated the process. The collected information
is used solely for troubleshooting purposes and is subject to your organization's
data retention policies. No personal files or browsing history are collected during
this process.
After Reporting an Issue
Once you submit an issue report or approve administrator-initiated collection:
- Diagnostic data collection begins immediately
- Collected data is uploaded to administrators for analysis
- You might be contacted by your IT support team for additional information or to implement recommended solutions
Your issue report or consent to diagnostic collection helps create a record of the
problem and provides administrators with the technical data needed to identify and
resolve connectivity issues efficiently.