Common Palo Alto Networks Support Questions

by Community Manager ‎05-31-2018 12:38 PM - edited ‎10-15-2018 04:59 AM (3,396 Views)

This article provides answers to commonly asked support-related questions. For more information about support and to find contact information for offered partner and education programs, please refer to the information provided on the Support Info page.

 

Q: I have a technical question.

Q: How can I change my display name?

Q: Where can I find help on using the Customer Support Portal?

Q: I'm having trouble logging on to, or creating an account for, the support or cloud services portals.

Q: I'm having issues accessing my training/course material.

Q: Do I have to be a Palo Alto Networks customer to register for a Live Community account?

Q: Can I use my private email address to create an account?

Q: Where can I register for an account?

Q: I'm having issues connecting to my company's GlobalProtect.

Q: How do I report a Virus Total False Positive?

Q: I'm seeing the following error message:  “You do not have sufficient privileges for this resource or...

Q: I forgot my password, can I reset it?

Q: I would like to submit a feature request

Q: How do I reach the Live Community team for assistance?

 

 

Q: I have a technical question.

A: If you have a support contract and require immediate technical assistance, please access the Support Portal or reach out via one of the contact methods listed on the Contact Support page, or reach out to your ASC (Authorized Support Center) partner.

If you do not have a support contract or have non-urgent technical questions the Live Community hosts a Discussion Forum where you can ask your peers, Palo Alto Networks employees and others for insight, or feel free to search the Knowledge Base for an article to assist you in  your query.

 

Q: How can I change my display name?

A: Please check out this article: How to Change Your Community Username/Display Name

 

Q: Where can I find help on using the Customer Support Portal?

A: Please see the Support Portal User Documents article for information on device management, group member management, and more.

 

Q: I'm having trouble logging on to, or creating an account for, the support or cloud services portals.

A: Please use the form on the Login Assistance page for assistance from the support team

 

Q: I'm having issues accessing my training/course material.

A: For issues with the learning center, please reach out to the contact listed in the education-faq

 

Q: Do I have to be a Palo Alto Networks customer to register for a Live Community account?

A: No, It's simple and free for anyone to register for one, with just your name, email address, and country.
Click here to sign up.

 

Q: Can I use my private email address to create an account?

A: Yes, you can use a private email address to create a Live Community account and participate in the Discussion Forum. Some resources which require a valid support contract may not be accessible however.

 

Q: Where can I register for an account?

A: Please follow this link to the registration page 

 

Q: I'm having issues connecting to my company's GlobalProtect.

A: GlobalProtect access is controlled by your company's IT department, please reach out to them for assistance.

 

Q: How do I report a Virus Total False Positive?

A: For VirusTotal submissions, please sign in to the Live Community and see the following page:
VirusTotal Discussions

 

The following information, in the order listed below, is requested by the team so that they can investigate your claim and change verdicts when warranted. 

  • File Hash: <hash>
  • Current VT Verdict: <verdict>
  • Description: <description>

Q: I'm seeing the following error message:  “You do not have sufficient privileges for this resource or its parent to perform this action”

A: You have most likely tried to access a page that has been archived because it's content is outdated. Look at the URL in the address bar and if it contains "Archived-KB" this means it was removed. Or you may have tried to access a restricted article: make sure you are logged in properly as some articles may require an active support contract linked to your account

 

Q: I forgot my password, can I reset it?

A: Yes, you can request a password reset through the 'Forgot Password' page

 

Q: I would like to submit a feature request

A: Feature requests are submitted by our sales team. Please reach out to your local team or find contact information via the Contact Sales page

 

Q: How do I reach the Live Community team for assistance?

A: For assistance with your Live Community account only, you can reach the Live Community team by sending a message to -- community@paloaltonetworks.com*.

*Messages to this address that are not about the Live Community may not receive a response.

Comments
by Matt50320bike
‎11-02-2018 11:50 AM - edited ‎11-02-2018 11:54 AM

Good list to get started.