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

• This document shows how to generate a tech support file using UI or CLI and upload a tech support file using the support portal or the CLI. (NOTE: TAC Upload WebGUI no longer supported)

• Any platform, virtual or physical
• Some platforms, like the WF-500, may be limited to CLI-only

From the WebGUI:

1. Go to Device > Support, or on Panorama, Panorama > Support.
2. Under the Tech Support File field, click Generate Tech Support File.

3. Wait for the generation process to complete.

4. When the option appears, click Download Tech Support File and save the file. (Note: The Tech Support File (TSF) will be parsed into a .tgz zip folder)

Device > 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.

2. Enter one of the following commands to generate a techsupport file: Download from GUI: Device > Support > Tech Support File > Download Tech Support File. Refer to How to Generate a Tech Support File via CLI for more information.

> request tech-support dump

3. Alternatively, enter one of the following commands to generate and export a tech-support file, depending on the type of server being used for the export:

> 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 to upload the file.

Method 1: Using the Palo Alto Networks Customer Support Portal 

1. Log in to the Palo Alto Networks Customer Support Portal at https://support.paloaltonetworks.com
2. Click Support on the left-hand side, and click the Case number for which you want to upload a Tech Support file to:

Palo Alto Networks Support Portal showing where the Support Case option is.

3. Inside the Case window, click on Case Files > Browse Files

4. You will see the Upload Files pop-up window.
5. Drag files into the window or browse and upload the file. Once the upload is completed a brief message of file upload appears.
6. Repeat attaching the next file, if any, and click on Done once completed.
7. The uploaded files are seen in the Case Files tab after some time (5 -10 min).

 

8. The case comment Section also displays confirmation of file upload

Method 2: Using TAC Upload Service is no longer supported (NOTE: TAC Upload Web UI (tacupload.paloaltonetworks.com) will be deprecated starting from May 22, 2025).

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.

Questions Asked: 
What exactly does 'Tech support file' contain? Is there all the 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.

Starting 10.2 you can use the UI to download the Core Files: