12-03-2024 12:03 PM - edited 12-03-2024 12:04 PM
Very frustrated with this - PA portal requires a TSF file to submit a ticket. We cant generate one, because our portal is unresponsive. Tried calling and going through telephone support and it redirects to portal support and hangs up.
Anyone have a number to a real person?
12-03-2024 01:02 PM
I'm assuming you have premium support? You should be able to just call their 800 # and get into their call center that way.
12-03-2024 01:32 PM
We do have premium support, but the 800 number asks for a ticket # and if you dont have one, puts you in a circle of going throught the online support portal.
*Update - I pretended I didnt have my serial number and needed help from a support representative and got a person - who told me he couldnt help me without a case #. When I explained I couldn't generate a case # without a tfs file, which I couldn't get because my admin console was unresponsive, he instructed me to create it as an admin case instead of a technical case and then moved it to the correct people. It shouldn't be that difficult.
12-05-2024 08:56 AM
@L.Lange737770 wrote:
We do have premium support, but the 800 number asks for a ticket # and if you dont have one, puts you in a circle of going throught the online support portal.
*Update - I pretended I didnt have my serial number and needed help from a support representative and got a person - who told me he couldnt help me without a case #. When I explained I couldn't generate a case # without a tfs file, which I couldn't get because my admin console was unresponsive, he instructed me to create it as an admin case instead of a technical case and then moved it to the correct people. It shouldn't be that difficult.
What a PITA...
I just ran into something somewhat similar and I came up with a way around this. I have an issue with Prisma Access / CIE. Specifically with CIE not seeing all accounts from Azure AD. I just tried creating a ticket for this CIE/AzureAD sync issue. Obviously with CIE (Palo hosted) talking to my Azure AD there's no TSF file which will help be useful in this case, but still I was required to upload a "TSF" or .tgz file.
Soooo, I simply just renamed the screenshot file (.png) as a .tgz and viola this requirement is gotten around. That said I only did this because there's no TSF I could generate for this, but if someone can get a TSF you should.
12-05-2024 09:02 AM
Grand idea! (I should have thought of that...)
PA support was not very helpful, as the end of the day we realized that two out of our 3 admins had their IP's addresses changed via DHCP(and the one who still had access was out sick....), and because our access is tied to IP, the firewall wouldn't allow us access - we couldn't even connect via the console port for some reason.
Live and learn...
12-05-2024 09:05 AM
@L.Lange737770 wrote:
Grand idea! (I should have thought of that...)
PA support was not very helpful, as the end of the day we realized that two out of our 3 admins had their IP's addresses changed via DHCP(and the one who still had access was out sick....), and because our access is tied to IP, the firewall wouldn't allow us access - we couldn't even connect via the console port for some reason.
Live and learn...
Yeah, that's one of the BPA checks that we don't really follow, and this is a perfect example as why to not follow it.
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