topic Re: Try to open case, can't select serial number for PA when prompted in General Topics

Try to open case, can't select serial number for PA when prompted

mwainwright — Thu, 05 May 2022 14:42:55 GMT

Need to get a case open, am fully up to date on support - when prompted to select device serial number cannot select. Tried several different browsers. This is ridiculous.

Re: Try to open case, can't select serial number for PA when prompted

reaper — Thu, 05 May 2022 16:27:04 GMT

My first guess would be that you have BKLN (premium partner enabled) support on your device, in which case you need to reach out to your support partner for assistance and can't open a case directly

Second guess could be that your device is not listed in your assets (registered to different account?)

Re: Try to open case, can't select serial number for PA when prompted

LAYER_8 — Fri, 06 May 2022 21:14:33 GMT

In either case, you can reach out to your account SE and they are able to open a support case on your behalf if need be.

Re: Try to open case, can't select serial number for PA when prompted

kiwi — Thu, 12 May 2022 10:26:15 GMT

Hi @mwainwright ,

@reaper was spot on. Based on the information I have, you have BKLN support.

Please reach out to your support partner for assistance.

Cheers,

-Kiwi.