Premium Support client but password reset links don’t work and can’t open a case

[rburke1]

Tried calling TAC and they refuse to open a case.  I can’t access support portal as the admin for my accounts so I reset my password.  Links I receive by email to reset password don’t work.  Other person in my org has same problem with their account.  

I set up this account to access live community from my phone but using Chrome on Win 10 I can’t even login to live community.

This seemed to break after MFA was added to access Palo-Alto.

Suggestions?

[BPry]

@rburke1,

When you called TAC did you try to open a technical case or an admin support case? Either way that's pretty not acceptable unless you aren't actually on the account, they should have passed you to the admin side so they can get your access fixed. I'd reach out to your account manager and work this from their side if you still don't have any luck with TAC on a second call. Hopefully you just got picked up by a really bad first line employee that didn't understand what your issue was. 

When your account was migrated did you actually setup your new 2FA method when you received that email? I know that they've started removing support accounts if they aren't being used so old admins that have moved on don't maintain access to customer accounts. Your account manager should be able to get this all straightened out for you, but TAC should have helped with that as well.

[rburke1]

The person didn’t ask what type of case.  When they looked up the S/N I provided and confirmed Premium support they just wanted to get rid of me.  In any event it turns out to be a DNS problem resolving the password reset link SSO.paloaltonetworks.com - my cell provider can resolve it but my internal DNS won’t.  Thanks for your response!