quality of premium support for a hospital during a pandemic

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L1 Bithead

quality of premium support for a hospital during a pandemic

hey wondering if anyone else has this problem. i have been on hold for 2 hours now and counting being told to post my issues here. so i did while I wait .. might make this more enjoyable. 

 

I have opened a ticket on monday and sev2 SLA was missed once on that ticket. I escalated it like a hundred times with everyone. still no real traction on the case. raised it to a sev1 about a hour ago so I will get a SLA failure in a few hours again. The problem is the update server at PAN is confirmed to be kicking out my firewall (one single firewall) and only preventing AV downloads.  #2020holdmusic


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L1 Bithead

incase you land here by some search and the sarcasm aside isnt why your reading this here is the root cause. 

 

 

updates.paloaltonetworks.com:443
staticupdates.paloaltonetworks.com:443 (for troubleshooting only)

 

I was on the last one there - not sure how it happened or why single firewall in a sea of firewalls in panorama. it was weird that only AV download fails none others. but.. yea.. you likely can figure it out from here.   (and if my local SE/SA reads this thanks for your involvement)

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L1 Bithead

this worked surprisingly well - I wish I came to live.paloaltonetworks to post my question to the community like a hour ago it would have saved a lot of time. within posting here I got traction on the ticket in less then 5min and now issue is closed. thanks community!

Highlighted
L1 Bithead

incase you land here by some search and the sarcasm aside isnt why your reading this here is the root cause. 

 

 

updates.paloaltonetworks.com:443
staticupdates.paloaltonetworks.com:443 (for troubleshooting only)

 

I was on the last one there - not sure how it happened or why single firewall in a sea of firewalls in panorama. it was weird that only AV download fails none others. but.. yea.. you likely can figure it out from here.   (and if my local SE/SA reads this thanks for your involvement)

View solution in original post

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