topic Re: Ticket cannot be generated due to TSF file loading failure in General Topics

Ticket cannot be generated due to TSF file loading failure

JuanKobashicawa — Mon, 13 Jan 2025 19:51:31 GMT

We are trying to generate a support ticket, but when loading the files (including the TSF File), the upload stays like this, without allowing the ticket generation.

Re: Ticket cannot be generated due to TSF file loading failure

JayGolf — Tue, 14 Jan 2025 04:04:30 GMT

Hi @JuanKobashicawa ,

If you click skip malicious content scanning, do you still receive an error?

Re: Ticket cannot be generated due to TSF file loading failure

sayyidi — Mon, 26 May 2025 05:16:47 GMT

I am facing the same issue. How to solve this ?

Re: Ticket cannot be generated due to TSF file loading failure

Brandon_Wertz — Thu, 29 May 2025 12:53:04 GMT

@sayyidi wrote:

I am facing the same issue. How to solve this ?

You're facing the same issue? The image in the OP doesn't show a .tgz file being uploaded to the newly created case. Are up uploading a .tgz file to the case? If the technology area is around a firewall it's my understanding that a TSF (.tgz file) is needed to be uploaded to the case. Are you doing that and still getting an error?

Re: Ticket cannot be generated due to TSF file loading failure

EB11 — Wed, 25 Jun 2025 22:33:26 GMT

I've been experiencing this same issue with the Support Portal since November of 2024, and it still seems to be broken. Even if I try to skip malware scanning, I cannot upload any file (.txt, .jpg, techsupport.tgz) to an Administrative case that I created without a TSF file. I cannot create a Technical case at all, due to this relatively new TSF requirement from October 2024. I also get the website errors shown by the original poster. I've tried it from multiple computers, multiple browsers, and even non-work computers outside of our Palo Alto firewalls. To add insult to injury, I can't open a Technical case over the phone, and it tells me to open my case in the portal. It must not be impacting all customers, but how can we get support if you require a TSF file and don't allow us to upload that file?

Re: Ticket cannot be generated due to TSF file loading failure

B.Stevens805886 — Mon, 14 Jul 2025 17:56:45 GMT

Same issue here. This is frustrating and there does not seem to be any solution. I've tried multipe browsers on both mac and windows from different networks. It just does not alllow any tsf file upload and therefore cannot open a case. Has anyone solved this?