This document shows how to generate and upload a tech support file using the WebGUI or the CLI.
Generate the Tech Support File
From the WebGUI:
Go to Device > Support, or on Panorama, Panorama > Support.
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.
Wait for the generation process to complete. Note: You can see the last time the Tech Support file was generated.
When the option appears, Click Download Tech Support File and save the file.Device > Support , showing you where to generate the Tech Support file from the WebGUI.
From the CLI:
Connect to the Palo Alto Networks device through SSH or Telnet. Note: Using a TFTP or SCP server to export the files is necessary.
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
Click Case Management >.Palo Alto Networks Support Portal showing where the Case Management option is.
Click the case number or the case subject. Note: Do not click the edit button.
You will now see a task bar a the top as pictured below.
Click the Case Files link in the middle and then the Upload Files as indicated by the green arrows.
Method 2: Using TAC Upload Service
Go to tacupload.paloaltonetworks.com
Type in the case number, and the email address under which the case was opened.
Choose the appropriate file and upload it. Note: Only one file can be selected and uploaded at a time.
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 firstname.lastname@example.org:./
xxxxxxxx will be the case number, including leading zeros. Example: email@example.com:./
When prompted, the password will be the email address under which the case was opened.
What does exactly 'Tech support file' contain?, Is there all configuration of the device?, is it safe to share it with the PAN support?
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.