topic Re: Unable to open TAC cases due to mandatory TSF file upload requirement in General Topics

Unable to open TAC cases due to mandatory TSF file upload requirement

Bian_Support — Tue, 10 Dec 2024 06:16:47 GMT

hi guys,

I am trying to open a TAC case in PA portal, however it seems there is latest change happen which requires a TSF file upload mandatory.

SInce we are a restricted site, we cannot share or upload anything on the portal. Because of this issue, i cannot create a case.

The "File Case" button is not activating.

Re: Unable to open TAC cases due to mandatory TSF file upload requirement

Brandon_Wertz — Tue, 10 Dec 2024 17:08:05 GMT

@Bian_Support wrote:

hi guys,

I am trying to open a TAC case in PA portal, however it seems there is latest change happen which requires a TSF file upload mandatory.

SInce we are a restricted site, we cannot share or upload anything on the portal. Because of this issue, i cannot create a case.

The "File Case" button is not activating.

you can follow what I posted here.

https://live.paloaltonetworks.com/t5/general-topics/admin-console-unreachable-cant-remote-in-or-ping-pa-support-wont/td-p/996313

There also looks like a button now that you can select to bypass needing a TSF:

Re: Unable to open TAC cases due to mandatory TSF file upload requirement

JuanKobashicawa — Mon, 13 Jan 2025 19:47:25 GMT

We are trying to generate a support ticket, but when uploading the files (including the TSF File), the upload stays like this and does not allow to generate the ticket.

Re: Unable to open TAC cases due to mandatory TSF file upload requirement

B.Stevens805886 — Mon, 14 Jul 2025 17:59:07 GMT

That "click here" button does not exist now.

Re: Unable to open TAC cases due to mandatory TSF file upload requirement

B.Stevens805886 — Mon, 14 Jul 2025 18:00:06 GMT

Having the exact same issue. Did anyone find a workaround?

Re: Unable to open TAC cases due to mandatory TSF file upload requirement

A.Serban — Tue, 12 Aug 2025 14:09:49 GMT

I had same issue but found this where it says the file has to be archived in various formats.

" If TSF required , please upload a TSF with file extensions .tar, .zip, .tgz, .tar.tz . Once TSF is loaded the back box on the right will disappear."

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA14u0000008WANCA2