Support Down??? Unable to Open tickets.

[birkhojk]

Is anyone else having issues opening support tickets this morning?

We are unable to open tickets because it is mandatory to upload a TSF file, but the website does NOT allow uploading a file.  It just hangs.  We have confirmed that other sites like SharePoint/One Drive have no problem accepting uploads.  Even making an empty 1 KB TSF file is not working.

When calling in and opening a case, if we provide a serial number of a device, it tells us no case could be created because of a technical issue.  If we do not provide a serial number the only option is to have someone help us find the serial number, but we just get disconnected.

How is this an acceptable level of support?  Also please tell me I am not the only one.  Maybe they are simply indeed having technical difficulties.

[kiwi]

Hi @birkhojk ,

I’m not seeing any reported technical issues, and other cases are currently flowing through the portal successfully.

To rule out a corrupted browser cache or a conflicting extension that might be breaking the upload script, could you try again using Incognito/Private mode? Is the problem still occurring on your end, or was it hopefully just a temporary hiccup?

Best,

[birkhojk]

That is not it unfortunately.  At this point I have tried two browsers, two computers, even a different computer.  Even made a FW rule with no filtering at ALL to the Internet to rule that out.  Examined HAR files etc.

Strangely NONE of our previous support tickets show up after we changed email domain, but I was able to put in an admin ticket without a support file about tickets not working.  I got emailed about the ticket, but it did NOT show up in my ticket list. ... and the contact email has a different email than I logged on with to the support portal.

I suspect Palo Alto has my account provisioned wrong in the support portal after the email change.

[Adrian_Jensen]

I opened a ticket earlier this week and a second ticket yesterday. I have noticed this week that file uploads are sometimes very slow to appear in the ticket creation template (up to 30sec to show as uploading) or have to be selected for multiple times before they are actually uploaded. The ticket from earlier this week was opened/closed just fine. But for the ticket I opened yesterday afternoon, I am not receiving any emails for case updates/comments from support representatives (starting after 22:00GMT). I have to look in the case to see those currently. Still trying to figure out it that is stuck is spam filtering on my side or not originating from PA.

[Brandon_Wertz · Accepted solution]

@birkhojk -- I'm not sure about 4 days ago, but yesterday I opened 3 unique support tickets and didn't have any issues or delays.