topic quality of premium support for a hospital during a pandemic in General Topics

quality of premium support for a hospital during a pandemic

KellyKeeton — Thu, 15 Oct 2020 22:02:05 GMT

hey wondering if anyone else has this problem. i have been on hold for 2 hours now and counting being told to post my issues here. so i did while I wait .. might make this more enjoyable.

I have opened a ticket on monday and sev2 SLA was missed once on that ticket. I escalated it like a hundred times with everyone. still no real traction on the case. raised it to a sev1 about a hour ago so I will get a SLA failure in a few hours again. The problem is the update server at PAN is confirmed to be kicking out my firewall (one single firewall) and only preventing AV downloads. #2020holdmusic

Re: quality of premium support for a hospital during a pandemic

KellyKeeton — Thu, 15 Oct 2020 22:25:50 GMT

this worked surprisingly well - I wish I came to live.paloaltonetworks to post my question to the community like a hour ago it would have saved a lot of time. within posting here I got traction on the ticket in less then 5min and now issue is closed. thanks community!

Re: quality of premium support for a hospital during a pandemic

KellyKeeton — Thu, 15 Oct 2020 22:36:16 GMT

incase you land here by some search and the sarcasm aside isnt why your reading this here is the root cause.

updates.paloaltonetworks.com:443
staticupdates.paloaltonetworks.com:443 (for troubleshooting only)

I was on the last one there - not sure how it happened or why single firewall in a sea of firewalls in panorama. it was weird that only AV download fails none others. but.. yea.. you likely can figure it out from here. (and if my local SE/SA reads this thanks for your involvement)