How to Generate and Upload a Tech Support File Using the WebGUI and CLI

by Ameya-Kawimandan on ‎07-12-2012 11:26 AM - edited on ‎01-25-2018 02:57 AM by Community Manager (124,137 Views)

Overview

This document shows how to generate and upload a tech support file using the WebGUI or the CLI.

 

Steps

Generate the Tech Support File

From the WebGUI:

  1. Go to Device > Support, or on Panorama, Panorama > Support.
  2. Under Tech Support File, Click Generate Tech Support File.
    Note: The option won't be available if your user has Device Administrator privileges. You need Super User privileges to generate a Tech Support File from the Web UI.
  3. Wait for the generation process to complete.
    Note: You can see the last time the Tech Support file was generated. 
  4. When the option appears, Click Download Tech Support File and save the file.2016-06-28_ts1.pngDevice > Support , showing you where to generate the Tech Support file from the WebGUI.

From the CLI:

  1. Connect to the Palo Alto Networks device through SSH or Telnet.
    Note: Using a TFTP or SCP server to export the files is necessary.
  2. Enter one of the following commands to generate and export a tech-support file, depending on which type of server is being used:
    > tftp export tech-support to <tftp host>
    > scp export tech-support to <username@host:path>

 

Upload the Tech Support File

Upload the Tech Support file to a Palo Alto Networks support case using one of the following methods. A case must be opened with Palo Alto Networks support in order to upload the file.

 

Method 1: Using the Palo Alto Networks Support Portal

  1. Log in to the Palo Alto Networks Support Portal at https://support.paloaltonetworks.com
  2. Click Case Management >.2016-06-28_ts2.pngPalo Alto Networks Support Portal showing where the Case Management option is.
  3. Click the case number or the case subject. Note: Do not click the edit button.
  4. You will now see a task bar a the top as pictured below.
  5. Click the Case Files link in the middle and then the Upload Files as indicated by the green arrows.How to Upload Cases -New Portal.png

 

Method 2: Using TAC Upload Service

  1. Go to tacupload.paloaltonetworks.com
    tacupload.PNG
  2. Type in the case number, and the email address under which the case was opened.
  3. Log in.
  4. Choose the appropriate file and upload it.
    Note: Only one file can be selected and uploaded at a time.
    case_del.png
  5. After the file successfully uploads, an automated notification will be created as a case comment to notify the case owner.

 

Method 3: Use the CLI to Upload to the TAC Upload Server Directly

scp export tech-support to xxxxxxxx@tacupload.paloaltonetworks.com:./

 

xxxxxxxx will be the case number, including leading zeros. Example: 00654321@tacupload.paloaltonetworks.com:./

 

When prompted, the password will be the email address under which the case was opened.

 

 

Question Asked: 

What does exactly 'Tech support file' contain?, Is there all configuration of the device?, is it safe to share it with the PAN support?

 

Answer:

The Tech Support file contains your device configuration, system information and some logs (not traffic).
It is completely safe to share with Palo Alto Networks support, as this helps the Support Engineer understand your configuration and can help isolate any issues quicker than without it. All information is kept confidential. 

 

owner: akawimandan

Comments
by Besfort
on ‎10-13-2014 04:27 AM

what does exactly 'Tech support file' contain???

is there all configuration of the device?

is it safe to share it with the PAN support?

by lewis
on ‎10-22-2014 06:30 AM

My understanding is that it is your config on the device includes pieces like security rules, object, profiles, etc. We have no problem sharing with support as this helps them resolve issues and to better develop the product. However some organizations may not want to share some of this data.

by shganesh
on ‎07-02-2016 02:07 PM

It contains logs from various daemons, entire firewall configuration and performance related pointers. But it does contain passwords but they are completely encrypted in the XML. It can be decrypted only from the firewall from which it was expored. It's safe to share it with support.

by enyuan.wu
on ‎10-26-2017 06:03 AM

@palo Alto:

 

One compliance question will always be asked by our bank client: 

 

Does this Palo Alto TechSupport include any CID ?  CID: Customer Identifying Data, any information about the bank's customer. 

If yes, it is NOT allowed to upload to case.

If no, then it is okay to upload to case. 

 

Could you please make an official statement here?

 

Kind regards

Enyuan

by Community Manager
on ‎10-26-2017 06:38 AM

hi @enyuan.wu

 

Sensitive data, like password hashes and certificate private keys, are going to be stripped from the TechSupportFile but simple configuration data that could be used to identify a customer, like the hostname, object names or domain names used in authentication profiles will not be censored

 

 

 

by Sohaib
on ‎12-20-2017 04:20 AM

Once there is no need for the tech support file what is the way to delete it?
cant find any such option in the GUI.

by Community Manager
on ‎12-20-2017 08:44 AM

hi @Sohaib

That file can't be deleted

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