Welcome to the community!
First I need to mention that if you need urgent support you need to contact paloalto directly by creating a support case. Here in the community you get best effort support from people who help in free time - so you cannot expect someone to call you directly to help.
Anyway, do you have traps on-prem or the cloud service? In case of on-prem, is your traps server available from the internet or do you have a dedicated one in your DMZ? Do these clients have internet access or is there a general problem?
PS: There is a forum specially for Traps questions: https://live.paloaltonetworks.com/t5/Endpoint-Traps-Discussions/bd-p/Endpoint_Discussions
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