topic Re: How to create a support case without a TCF file in Next-Generation Firewall Discussions

How to create a support case without a TCF file

N.Mitchell270065 — Tue, 23 Dec 2025 01:48:49 GMT

Hi all, dont know if the right board.

I'm trying to lodge a case with PAN support, but they are wanting a TCF file. The problem is that the device in question is in a broken state. We took the device out of the box, attempted to disable ZTP; the device rebooted, and never finished "rebooting". It got stuck in a boot loop, and eventually corrupted itself to the point where we cant do any recovery on the device to reset the firmware as we cant load the recovery mode.

What process should we follow to

A) Lodge a support case, where we cant create a support file. Calling the phone support, just said to use the support portal then hung up

B) Get it into a stage (like cisco's ROMMON) to be able to force reflash the firmware to the device?

The device is a PA-450R

Re: How to create a support case without a TCF file

TomYoung — Tue, 23 Dec 2025 16:32:53 GMT

Hi @N.Mitchell270065 ,

I have opened plenty of cases without a TSF. Simply tell TAC that the NGFW won't boot up. They will either help you fix it or send you a new one. If the TAC engineer still insists on a TSF, ask to escalate the case.

Thanks,

Tom

Re: How to create a support case without a TCF file

N.Mitchell270065 — Tue, 23 Dec 2025 21:37:37 GMT

Hi @Tom ,

Unfortunately the system wont even allow you to create the case without the TSF. Which was frustrating, as must as the phone system saying you have to use the web portal and terminating the call.

The local distribution, gave the hint to upload a blank file with a .tgz file to allow me to get to the next step. Which was the winner in the end, but doesnt really fix the cause just bypasses it.

Re: How to create a support case without a TCF file

TomYoung — Tue, 30 Dec 2025 18:31:59 GMT

Hi @N.Mitchell270065 ,

This is a recent change. Thank you for letting us know! Thank you also for the savvy workaround!

I am creating my 1st case now since the change, and I noticed this option. Maybe they have added after you opened your case.

Thanks,

Tom

Re: How to create a support case without a TCF file

N.Mitchell270065 — Sun, 04 Jan 2026 21:59:36 GMT

Let hope so... As all I got was the links on how to generate it 😞

I'm going to mark my comment as the solution 🙂