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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. Where can I ask it?

Q: How can I change my display name?

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

Q: How do I get help if I have trouble logging on to or creating an account in the support or cloud ser...

Q: Where do I go if I’m having issues accessing my training/course material?

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

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

Q: Where do I register for an account?

Q: What do I do if I’m having issues connecting to my company's GlobalProtect?

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

Q: Why am I seeing an error message that states “Access Denied – You do not have sufficient privileges ...

Q: How do I reset my password?

Q: How do I submit a feature request?

Q: How do I reach the LIVEcommunity team for assistance?

 

 

Q: I have a technical question. Where can I ask it?

A: If you have a support contract and require immediate technical assistance, please access the Customer Support Portal or reach out via one of the contact methods listed on the Contact Support page. You may also reach out to your ASC (Authorized Support Center) partner.
If you do not have a support contract or have non-urgent technical questions, the LIVEcommunity hosts many Discussion Forums where you can ask a network of over 100,000 security professionals for insight, or you may also search our Knowledge Base for an article to assist you in your query.

 

Q: How can I change my display name?

A: You can change your display name by logging into our Support Portal, open My Profile, click Modify Display Name, and then click save. Then you’ll need to go back into LIVEcommunity and change your display name on all of your posts.
NOTE: You may need to restart your web browser to see the change.
Please check out this article for more information: How to Change Your Community Username/Display Name.

 

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

A: You may find help on the Support Portal User Documents for information on device management, group member management, and more.

 

Q: How do I get help if I have trouble logging on to or creating an account in the support or cloud services portals?

A: You may find help on the Login Assistance page for assistance from the support team.

 

Q: Where do I go if I’m having issues accessing my training/course material?

A: For issues with the Learning Center, please visit the Education Frequently Asked Questions on LIVEcommunity.

 

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

A: No. It's simple and free for anyone to register for a free LIVEcommunity account. All you need to provide is 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 LIVEcommunity account and participate in any of the Discussion Forums. Please note that some of the resource areas require a valid support contract and may not be accessible to you while using your private email address.

 

Q: Where do I register for an account?

A: You can register for an account by clicking “Register” at the top, right of every page. Or you can just click here to sign up now

 

Q: What do I do if I’m having issues connecting to my company's GlobalProtect?

A: GlobalProtect access is controlled by your company's IT department. Only they can help you with this one.

 

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

A: For VirusTotal submissions, please sign in to the LIVEcommunity and click the green button that says “Start a Topic” in VirusTotal Discussions to start a claim.

 

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

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

 

Q: Why am I seeing an error message that states “Access Denied – You do not have sufficient privileges for this resource or its parent to perform this action”?

Access Denied.png

A: This message may have appeared because you are trying to access an article that is restricted. To access the article, make sure you are logged in, as some articles may require an active support contract linked to your account. Also, you may see this message if you are trying to access a page that has been archived because its content is outdated.

 

Q: How do I reset my password?

A: You can request a password reset clicking here: Forgot Password.

 

Q: How do I submit a feature request?

A: Traditionally feature requests are submitted by our sales team. Please reach out to your local team or find contact information via the Contact Sales page, but before contacting them, we have a resource to see what features have been requested. Please check out the following LIVEcommunity blog that covers this subject: How To Add A New Feature.

 

Q: How do I reach the LIVEcommunity team for assistance?

A: For assistance with your LIVEcommunity account only, you can reach the LIVEcommunity team by sending an email to community@paloaltonetworks.com.*

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

Comments

Good list to get started.

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