topic Tech Support File Contents in General Topics

Tech Support File Contents

psharma — Tue, 18 Sep 2018 23:47:17 GMT

Hello,

I tried to search online a lot but I could not find what exactly are the contents of tech support file are that we occassionaly download and send to tech support for support.

Could someone please throw some light on what exact information is downloaded in tech support file?

Re: Tech Support File Contents

kiwi — Wed, 19 Sep 2018 07:58:26 GMT

Hi @psharma,

The tech support file contains logs from various daemons, it also contains the firewall configuration and can also be used to review firewall resources. Any passwords configured on the FW are stripped from the TSF if you're worried about that.

That said, configuration data that could be used to identify a customer, like the hostname, object names or domain names used in authentication profiles can be found in the TSF.

Cheers !

-Kiwi.

Re: Tech Support File Contents

BPry — Wed, 19 Sep 2018 14:36:51 GMT

@psharma,

@kiwi pretty much laid everything out for you, but if you're still worried you can actually generate the file and take a peak at it prior to sending anything in to verify that you aren't giving out any information that your company may disallow by policy. There's also some cool underlying configuration statements hidden in here that most users wouldn't typically see which are kind of neat 😉

Re: Tech Support File Contents

lenluu — Mon, 23 Dec 2019 14:31:09 GMT

BPry,

I generated the tech support file but can't open it. what applicant uses to pen the file?

thanks

Re: Tech Support File Contents

BPry — Mon, 23 Dec 2019 14:48:15 GMT

@lenluu,

It's just a standard .tgz file; assuming that you are on Windows use something like 7zip to extract it will give you the tar file, which you can again extract with 7zip.

Re: Tech Support File Contents

lenluu — Mon, 23 Dec 2019 14:51:07 GMT

thanks BPry.

Re: Tech Support File Contents

OMI_RLI — Fri, 12 Mar 2021 13:54:20 GMT

Is there any "official" kind of "Privacy Datasheet" from PAN?

Thx, RLI

Re: Tech Support File Contents

kiwi — Fri, 12 Mar 2021 14:09:31 GMT

Hi @OMI_RLI ,

Is this what you're looking for ?

Product Privacy Datasheets

Cheers !

-Kiwi.

Re: Tech Support File Contents

OMI_RLI — Fri, 12 Mar 2021 14:39:01 GMT

Hi Kiwi

Thanks for the fast reply.

Kind of... I know the "Cortex XDR Privacy Datasheet" and also inthere, under table 1, OtherInfo I can see mentioned data used for the Tech Support File in a Cortex XDR environment. But Table 1 in this document is only "a example of information" and not 100% of the information stored in a Tech Support Bundle and sent to PAN. I was wondering if there is a more comprehensive document about this.

Cheers, RLI