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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If your administrator enabled the capability to collect diagnostics on your device, 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.
- Select Report An Issue.
Report your issue.
- 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.
- 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
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:
- 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.
