No packet capture files are generated on pa-3060 that customers are using.

[MinSeob-KWON]

Hello.

I have been contacted by a customer that there is a problem with packet capture.

I know that executing a packet capture command triggers packet capture, and generating a pcap file containing captured packets is generated when the traffic you want to check is generated.

However, looking at the attached screenshot, the customer executed the packet capture command using the desired filter. When we asked the customer, 'Did the packet capture process generate the traffic you want to check?', the customer answered yes.

What causes this problem to occur?

[PavelK]

Thank you for posting question @MinSeob-KWON

The packet capture in your screen shot is for traffic on management interface. Sorry for asking silly question, but is it possible that this customer actually wanted to capture traffic on data plane interface: https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClTJCA0

If this traffic is really supposed to go over management interface, then as next thing, I would check whether the customer has configured any service routes by going to: Device > Setup > Service Route Configuration. If non management interface is configured, then you will not be able to see this traffic on management interface.

Kind Regards

Pavel