Enhanced endpoint troubleshooting with remote diagnostic triggers and automated data
collection to accelerate issue resolution.
When network connectivity issues occur at remote endpoints, traditional
troubleshooting requires time-consuming manual coordination between IT
administrators and end users to collect diagnostic data, often resulting in delayed
resolution and lost context by the time logs are gathered. Prisma Access Agent
eliminates these bottlenecks by enabling you to remotely trigger comprehensive
diagnostic collection from any managed endpoint instantly, automatically capturing
logs and telemetry data to preserve the exact conditions when issues occur.
This enhanced version introduces on-demand diagnostic triggers that you can
initiate directly from the Inventory page.
You can initiate the immediate collection of endpoint logs, agent status
information, network connectivity data, and system diagnostics without requiring any
action from the end user. When you trigger a diagnostic session, the system
automatically captures a complete snapshot of the endpoint's current state including
tunnel status, gateway information, session duration, MTU settings, and operating
system details. At the same time, Prisma Access Agent collects delta logs from the
previous 10 minutes to preserve critical troubleshooting context.
Enhanced data collection provides deeper visibility into endpoint state than previous
versions. It captures detailed machine information such as operating system type and
version and comprehensive tunnel details including connection methods and
optimization settings.
Diagnostic data retention is now fully configurable through the management interface,
enabling you to set retention periods that align with your organization's compliance
requirements and storage policies. The system defaults to a 45-day retention period
for collected diagnostic data, with the flexibility to extend retention up to two
years based on your troubleshooting and audit needs, ensuring that historical
diagnostic information remains available for trend analysis and recurring issue
investigation.
The improved administrative interface enables you to monitor diagnostic collection
jobs in real-time, track the status of multiple concurrent diagnostic sessions, and
access the collected data through a streamlined workflow that presents device
details, agent status, and troubleshooting logs in an organized format. You can
download complete diagnostic packages for offline analysis or sharing with support
teams, ensuring that all relevant information is available for escalation when
complex issues require specialized expertise.