topic Re: Unable To Submit Support Case Through Any Method in General Topics

Unable To Submit Support Case Through Any Method

CAAdmin — Fri, 06 Jun 2025 16:28:12 GMT

I have an issue that's affecting sync between HA peers. I've been trying to upload a support file (70mb) for 2 hours now. I have tried using a different browser and even a different computer. If call the North America TAC line the automated system instructs me to enter a ticket online.

If this were a critical issue this would be incredibly stressful to have to go around in circles just to notify Palo Alto Support that I need help.

I will also add that I have had issues in the past with our PA 1410 that prevented the GUI from working properly and would not allow exporting the tech support file. In this case there would be no way to enter a tech support file. This requirement to upload a file before I can enter a case is a little ridiculous when you combine that with the fact that you cannot enter a support call by phone at all through North America TAC number. This is a firewall, what if my issue causes me to lose internet?

This is incredibly frustrating. Can anyone help?

Re: Unable To Submit Support Case Through Any Method

OtakarKlier — Fri, 06 Jun 2025 18:08:24 GMT

Hello,

In the past I have also noticed this and agree what a file required for a ticket is not perfect. What I did in the past was to hop on my phones hotspot as trying from behind a palo alto cause weird issues such as this. I never did figure it out.

Hope this helps.

Re: Unable To Submit Support Case Through Any Method

CAAdmin — Sat, 07 Jun 2025 01:09:04 GMT

Thanks for the confirmation! I was eventually able to get the file uploaded. I hope Palo Alto changes their policy someday for people that have critical issues.

Re: Unable To Submit Support Case Through Any Method

Brandon_Wertz — Sat, 07 Jun 2025 12:50:11 GMT

@CAAdmin wrote:

I have an issue that's affecting sync between HA peers. I've been trying to upload a support file (70mb) for 2 hours now. I have tried using a different browser and even a different computer. If call the North America TAC line the automated system instructs me to enter a ticket online.

If this were a critical issue this would be incredibly stressful to have to go around in circles just to notify Palo Alto Support that I need help.

I will also add that I have had issues in the past with our PA 1410 that prevented the GUI from working properly and would not allow exporting the tech support file. In this case there would be no way to enter a tech support file. This requirement to upload a file before I can enter a case is a little ridiculous when you combine that with the fact that you cannot enter a support call by phone at all through North America TAC number. This is a firewall, what if my issue causes me to lose internet?

This is incredibly frustrating. Can anyone help?

@CAAdmin -- To get around this, if I'm in a down/critical situation, I upload a dummy TSF file. Just create a text/notepad file (.txt.) and have the file extension .tgz. The customer support portal is just looking for a .tgz file to be uploaded to the case. The system doesn't know, or care that the file is correct or works for TAC.

That said this is only a process that I use in a "must get support now" situation. Opening tickets with an accurate TSF does help expedite TAC's support and resolution processes.

Re: Unable To Submit Support Case Through Any Method

BHIRSCH — Mon, 06 Oct 2025 18:06:47 GMT

We pay for support and this is the only way to get it?? Having to wait hours for a TSF to be uploaded. I understand it helps with case resolution, but let's make it much faster to upload.