topic Re: Tech Support file guide in General Topics

Tech Support file guide

Ben-Price — Thu, 29 Jul 2021 04:46:07 GMT

Hi All,

Does PAN offer a basic guide to troubleshooting using the tech support file e.g. which logs show what information etc?

Re: Tech Support file guide

ahandoo — Thu, 29 Jul 2021 04:53:45 GMT

Hi @Ben-Price
Most hardware firewalls consist of a management plane and one or multiple dataplanes. Smaller platforms and VM-Series firewalls only have a management plane that runs the dataplane processes. Some larger platforms have an additional control plane, and Panorama does not have a dataplane. The below article may be of help to illustrate which daemons are responsible for which processes and corresponding daemon logs can be looked at.
https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000PLUeCAO

For smaller platform firewall and VM-series, daemon/process logs (both MP and DP) can be found in /var/log/pan directory.
For larger platforms (having separate DP and MP) MP logs can be found in /var/log/pan directory and DP logs in /opt directory.

Re: Tech Support file guide

Ben-Price — Thu, 29 Jul 2021 23:09:35 GMT

Thanks @ahandoo, that will be useful. So there is no official guide from Palo Alto you are aware of?

Re: Tech Support file guide

BPry — Fri, 30 Jul 2021 02:57:15 GMT

@Ben-Price,

PAN doesn't publish anything for end-users that goes over the tech support bundle. It's one of the things that you either learn from poking around the files or slowly work out through reviewing KB articles as you work through issues. I've never seen a non-internal document that actually lays out log file usage.

Re: Tech Support file guide

Ben-Price — Fri, 30 Jul 2021 03:56:18 GMT

OK thanks @BPry . Do you know if they supply anything to ASCs?

Re: Tech Support file guide

ahandoo — Fri, 30 Jul 2021 12:28:08 GMT

Hi @Ben-Price, I am not sure about any document provided to the ASCs surrounding this, however, ASCs normally go through the EDU-220 (Basic config related) and EDU-330 (Advance t-shoot; Intructor-led) training which would help them build their understanding for troubleshooting.

EDU-330: The Palo Alto Networks Firewall 10.1: Troubleshooting
https://www.youtube.com/watch?v=cQy-09bg2IA

Re: Tech Support file guide

Ben-Price — Sun, 01 Aug 2021 23:37:53 GMT

Thanks @ahandoo, I have my EDU-330 training coming up in a couple of weeks. It doesn't look like PAN provides any docs around this though.