topic Re: Impossible to submit Support Case & issue with download link in Cortex XSOAR Discussions

Impossible to submit Support Case & issue with download link

BVEF — Thu, 02 Feb 2023 15:45:13 GMT

Dear Community,

We're sorry to have to reach out via a public discussion thread for such an issue, but we are struggling to get support from Palo Alto.
We would like to try Cortex XSOAR as a solution, and applied to get a trial account.

We did receive the license, but never got the download link.

We tried to open a support case, but the ticket creation process is stuck at the selection of the Tenant ID/Serial #.

As a result, it is impossible for us to open a support case.

If a representative of Palo Alto could reach out to us, it would be very much appreciated.

Best regards,

Re: Impossible to submit Support Case & issue with download link

DougCouch — Thu, 02 Feb 2023 16:01:55 GMT

We're having some issues with the automated download link emails. Let me check into that for you!

Re: Impossible to submit Support Case & issue with download link

BVEF — Thu, 02 Feb 2023 17:05:51 GMT

Dear Doug,

Thank you for picking this up !
Please also check for the issue to create a support case, as this is preventing us from using your standard support services and forces us to go public with these kind of issues.

Thank you.

Best regards,

Re: Impossible to submit Support Case & issue with download link

AKeffalas — Thu, 02 Feb 2023 19:01:20 GMT

Same situation here. License file but no download link. Please advise on how to resolve.

Re: Impossible to submit Support Case & issue with download link

SomeGen — Tue, 14 Feb 2023 06:42:23 GMT

Also having this issue.

Re: Impossible to submit Support Case & issue with download link

DGibbons — Tue, 28 Feb 2023 21:34:54 GMT

Me too, I can't even start to use this product which is a shame. Any officials in here that can help please?

Re: Impossible to submit Support Case & issue with download link

BVEF — Fri, 17 Mar 2023 08:47:12 GMT

Dear Community,

We were finally able to get a download link after having had multiple exchange with the Palo Alto Sales team.
Should you still not have a download link, we recommend to reach out to the Palo Alto sales team.

Best regards,
BVEF