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    Prisma Agent

    Report Prisma Agent Issues for Troubleshooting

    Table of Contents

    Report Prisma Agent Issues for Troubleshooting

    Learn how to report connectivity issues directly from Prisma Agent and respond to administrator requests for diagnostic data collection to enable faster troubleshooting.
    Where Can I Use This?What Do I Need?
    • Prisma Agent
    • Minimum Prisma Agent version: 25.7
    • macOS 14 and later or Windows 10 version 2024 and later desktop devices
    • Internet access
    If your administrator enabled the capability to collect diagnostics on your device, when you experience connectivity problems with Prisma Agent, you can report issues directly from the Prisma 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 Agent App

    You can report connectivity problems through the Prisma Agent app when you experience issues such as connection failures, slow performance, or authentication problems.
    To report an issue from the agent app:
    1. Open the Prisma Agent from your system tray or applications menu.
    2. Click the options icon to open the settings window.
    3. Select Report An Issue.
    4. Report your issue.
      1. 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.
    5. Continue to initiate the diagnostic collection process.
      You cannot click Continue unless you enter a description for the issue.
    The agent will collect diagnostics, upload them to administrators for analysis, and automatically attempt to resolve the issue if self-healing is enabled by your administrator.

    After Reporting an Issue

    After you click Continue, the agent collects and sends diagnostics to your administrator for analysis, and attempts to resolve the issue automatically if your administrator enabled self-healing. An information window appears while the agent applies remediation steps. Your connection may be temporarily interrupted during this process — this is expected and no action is required from you.
    When remediation completes, a dialog prompts you to indicate whether the fix resolved your problem:
    • If your issue is resolved, click the thumbs-up icon and then close the dialog. The Issue Resolved dialog confirms that the fix was successful.
    • If your issue is not resolved, click the thumbs-down icon. The Additional Assistance Needed dialog appears. Contact your IT administrator — your diagnostics are already uploaded and available for their review.
    If you don't respond within two minutes, the dialog closes automatically and the diagnostics are uploaded for administrator review.
    If you are signed out, you can still report an issue. The agent applies local remediation steps, logs the error, but does not collect any diagnostics. If you are disconnected from a gateway but still have internet access, both local and AI-driven remediation steps run normally.

    Report Issues from the Command Line

    You can also report issues using the Prisma Agent command-line interface (PACli), which is useful for scripting or when the Prisma Agent app is unavailable.
    To report an issue from the command line:
    • On macOS, open a Terminal window and enter the following command:
      /Applications/Prisma\ Access\ Agent.app/Contents/Helpers/pacli eie report -d "<description>"
    • On Windows, open a Command Prompt window and enter the following command:
      "C:\Program Files\Palo Alto Networks\Prisma Access Agent\pacli" eie report -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 report -d "Unable to connect to corporate applications since this morning. Getting timeout errors when accessing internal websites."
    The pacli eie trigger command is deprecated in Prisma Agent 26.3 and replaced by pacli eie report. The behavior is identical.

    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:
    Administrator-initiated diagnostic collection does not trigger self-healing actions. Remediation runs only when you report an issue using Report An Issue.
    1. You will receive a consent dialog explaining that your administrator has requested diagnostic data collection. For example:
      The dialog contains a link to the Prisma Agent privacy datasheet.
    2. 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 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.

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