PaloAlto TAC support has gone missing

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PaloAlto TAC support has gone missing

L3 Networker

Opened a S2 (high) ticket at 11am ET this morning about panorama in High Availability in suspended mode after upgrading from 9.1.9 to 9.1.10.  No response from TAC support after two hours.  I called in and have been waiting for over an hour with no one from PAN support responding.  This is outright bad.

 

A lot of cases that I've opened with TAC support ended up going nowhere.

9 REPLIES 9

Community Team Member

This is not good, please let me try to reach out to the management here and see what can be done for you.

LIVEcommunity team member
Stay Secure,
Joe
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Finally a TAC engineer called me back and shared zoom at 3pm ET.  She is giving a bunch of incorrect information and when I questioned her on it, she is back to doing more research.  Very frustrating

Community Team Member

@dtran 

I am sorry that happened to you. 

I have reached out to management about this to make them aware.

LIVEcommunity team member
Stay Secure,
Joe
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It is like groundhog day.  Nothing change.

The same apples to me I have been waiting 4Hrs. Please reach out ASAP.

Community Team Member

@Carl2002 

Thanks for reaching out..  I checked with support, and it looks like you should have been contacted about this..  You look like you had a medium severity case.

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Joe
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Cyber Elite
Cyber Elite

@dtran and @Carl2002 there is also the possibility in the case to escalate it. If you do so, the managers of the engineer assigned to your case will be informed. If this also does not help, in really critical situations, you might also contact your SE as she/he probably is able to tell the right people that you need some help (fast). 

I opened a TAC case with medium severity case.  I request to close the ticket in the portal two minutes after opening it, and yet, I got a call from the TAC 10 later somewhere in India.  Guess they didn't even read the ticket.

 

I opened a TAC case with S2 (high) and 10pm ET and no one from TAC got back to me until 3pm ET.  After back and forth with the TAC engineer for over an hour, the TAC engineer finally told me the issue but could NOT share the bug PAN-ID but didn't give me any reasons why.

 

This is the issue in 9.x with no solution.  I guess PAN recognizes and fix it in 10.x.  Go figure.

L3 Networker

This is what I am referring to: 

 

PAN-157620: (VM-Series firewalls deployed in Amazon Web Services (AWS) instance types M5 and C5 only)
Fixed an issue where a Panorama Virtual Appliance in a high availability (HA) configuration entered a
suspended state due to a virtual machine (VM) memory size mismatch.

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