Unable to Register Devices - Please contact Support

[JonNewson]

Hi - just bought 3 No. PAN-PA-220 devices.  I've tried to create a New User via support.paloaltonetworks.com but just keeps coming back "Error: unable to create user account. Please contact Support."  I wish to get these registered.

Can anyone help on this please?  All the serials have been entered, the Sales order info & all the "*" fields are complete.

Many thanks.

Jon.

[kiwi]

Hi @JonNewson ,

As far as I know only super user accounts are able to create new users.  Please confirm that the account you're trying this from is a super user account.

If the problem persists then I'd recommend reaching out to support.

Cheers,

-Kiwi.

[JonNewson]

Hi Kiwi,

This is the first ever user for our organisation and the first devices we have ever tried to register - hope that helps.

[kiwi]

Hi @JonNewson ,

Might be a backend issue (same account as the one on LIVEcommunity ?).

I'd reach out to support to have your accounts straightened out.

Cheers,

-Kiwi.

[HafidBen]

Having the same issue. Can't create an account to register devices.

[ArendvanderKolk]

Hi Hafid,

what was the solution back then in 2020?

I get "We are unable to register your firewall. Please try again or contact Customer Support." when trying to Register Firewall in the Customer Support portal. 

[inode82]

Hello everybody,

Anyone resolved this issue? If yes, how?

[kiwi]

Hi @inode82 ,

There can be a variety of reasons why one can't register a device: a problem in the backend, the type of account (backend or premium), no super-user, ...

If you encounter this issue, please provide some details. Is the device listed under your assets ? Is it an RMA ? Are you trying from a super-user account ? Do you have backend or premium support ?

Worst case, reach out to support and have the CSR team look into your account.

Cheers,

-Kiwi.

[Redouane99]

Hi there,

I have the same issue, could you please provide me with more details ? (Email address of my company and all other fields are complete)

Regards,

Redouane,

[kiwi]

Hi @Redouane99 ,

Please check the following KB article:

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA14u000000HBFmCAO

Kind regards,

-Kiwi.