About jennaqualls

Happy Holidays from LIVEcommunity!   We are pretty sure you all know how grateful we are for each and every one of you, which is why we wanted to take this opportunity to wish you all a very happy holiday.   We know this year has been difficult for some and full of challenges, but our LIVEcommunity members have never failed to sign in and make us smile by asking questions and engaging with us.    We love the holiday season as it gives us time to reflect on the past year and reminds us to never take anything for granted. We thank you for making the LIVEcommunity a part of your routine, and hope that you are able to spend quality time with your close family given the circumstances.   Happy Holidays and we’ll see you all in the New Year!    Love, The LIVEcommunity Team         ... View more

We Are Thankful for YOU!   Palo Alto Networks LIVEcommunity begins the holiday season by thanking all of you, and especially our contributors for their constant participation and helpful engagement.   Around the end of November, many of us begin to reflect on the reasons we are thankful. We think of the things that make us happy and the times we are thankful to have experienced. We have all cultivated positive growth for the LIVEcommunity during this trying year.   We are grateful for our contributors and customers who help make our community a trusted place for peer-to-peer engagement, connection, valuable resources, and education. As always, there were some major contributors this year who have made a tremendous impact by helping others find the answers they need.    Although we are grateful for all the people who make our community so meaningful, we would like to send a special THANK YOU to a few contributors who go above and beyond with their involvement as community members.   Our Cyber Elite Expert Members are always a shoulder to lean on when posting and answering your questions. They contribute day in and day out and we are so thankful for them! Read this short article to learn more about the Cyber Elite program.   At the end of the day, we are thankful for all of you! We hope that you get to spend some quality time with your family and friends.   THANK YOU for being an integral part of our customers’ success and exemplifying the true meaning of “community.”    What are you thankful for this year? Comment down below! ... View more

Sign Up to View Ignite 2020 Sessions   We know times are challenging right now so we are so thankful we could be part of Palo Alto Networks’ first all-virtual global event! We want to thank everyone for stopping by our booth, scanning your badges, and chatting with us! We all had a great time, and we hope you did too! We truly made the best out of it.   There were many great sessions that happened last week at Ignite and thankfully they are hosted online for you to go back and watch! The on-demand sessions — over 75 of them — are available until 12/20/2020. If you log into the Ignite platform, at the top right you can click on the two lines and a drop-down menu will appear. Click on “Library” to be directed to the recorded sessions that took place this week. You can also find more information on our Ignite Event Page .   We posted several blogs and started discussions where you could go and interact with the LIVEcommunity team to ask us questions. We had many people engage with us, so we want to give a special shout out and award these 5 people with special Ignite Hero badges on the LIVEcommunity:   @Rizwarafiq @batd2 @MP18 @SutareMayur @AlexanderAstardzhiev   Thank you for taking the time to like or comment! We greatly appreciate your help in making Ignite 2020 one to remember!    We also posted a poll on Twitter and LinkedIn to see how many people were able to attend our booth at Ignite. We also want to thank those people for taking the time to vote as it has given us a better idea on who was able to attend our booth?   Lastly, a big thank you to everyone who took our survey during the event. We value your feedback and comments. Shoutout to the winner of this survey, Saloum Toure.   Overall, we really enjoyed getting to talk with some of you and that you all got to take advantage of the great opportunities that Ignite had to offer!    Comment down below and answer this question: “What was your favorite part of Ignite 2020?”   We can’t wait to see you all again at Ignite 2021, until then, as always, if you have any questions, as always, please comment here!   We look forward to hearing from you!   ... View more

    Ignite 2020 Wrap Up   Today is the last day of Ignite 2020. We hope you enjoyed the event just as much as we did!    There were many great sessions that happened this week at Ignite, and we know you can’t be in more than one place at a time, which is why you should check out the on-demand sessions! If you log into the Ignite platform, at the top right you can click on the two lines and a drop-down menu will appear. Click on “Library” to be directed to the recorded sessions that took place this week.   Here are just a few of the recorded sessions you can go back and watch: Successfully Securing Global Customers with Managed Prisma Cloud and ElevenPaths Unified Next-Generation Network Traffic Policy Securing Public Cloud Deployments Addressing 5G Cybersecurity: Challenges & Opportunities There are even more! These recorded sessions are great to check out, because you can go back and hear info as many times as you like, and you can watch presentations if you happened to miss them this week.   Some More Time Chatting with You, the LIVEcommunity!   We had additional Coffee Table Chats on the second day, with many familiar faces and user IDs dropping in.   “There were not many awkward silences in the Coffee Table Chats, which was my greatest worry! ^_^”  --Kim Wens (@kiwi)   A session with @kiwi and @jdelio was once again graced by several LIVEcommunity members, and the discussions were very casual yet informative. Some of the best topics included: How remote work changed our ways of working/living The technical changes for working from home, and how it was managed Weird support cases and what was done to solve them Resources we use to get Security information (LIVEcommunity, Twitter, newsgroups, blogs, etc.) What our greatest challenges currently are for work What we use for Test Lab Our Cyber Elite Expert members, @OtakarKlier and @BPry,  were all hands on deck by jumping into some of the coffee table chats. We are thankful for their help and answering so many of your great questions.   With times being challenging right now, all of us on the LIVEcommunity Team are thankful we could be part of Palo Alto Networks’ first all-virtual global event! We want to thank everyone for stopping by our booth, scanning your badge, and chatting with us! We all had a great time, and we hope you did too! We truly made the best out of it.   Next week we will be announcing the winner of our survey and recognizing community members who engaged with our blogs and discussions during the event by giving out Ignite 2020 badges, so stay tuned! In the meantime, you can visit our Ignite Event Page that has more information about the conference.   Comment down below and let us know: Were you able to attend our booth? What sessions did you attend? What was your favorite part of Ignite? If you have any questions, as always, comment down below. We look forward to hearing from you!   ... View more

We hope that you are enjoying Ignite 2020 so far! A lot of amazing sessions took place yesterday on day 1.    We know you may have some questions or want to learn more about how you can engage with the LIVEcommunity.   Please reach out to us down below! We can't wait to hear from you!     ... View more

  Learn more about Palo Alto Networks Education Hub, Beacon. Find out what it is and how it can help you be the hero your security deserves.   What is Beacon? Beacon is the center of knowledge and resources for Palo Alto Networks Education Services. With the learning center fully migrated and ready to use, Beacon is the one-stop shop for learners to access content such as Digital Learning, Instructor-Led Training, and Certifications, alongside resources from technical assets.    With Beacon, you have an interactive and engaging one-stop website that gathers all Palo Alto Network resources into one location to help with learning, onboarding, and implementation of Palo Alto Networks technologies.   Simple, no cost portal knowledge base   How can it help you? You are able to easily utilize our inventory of technical assets and have access to a substantial amount of resources in a centralized location. Our inventory includes technical assets developed by the Global Enablement team, plus resources such as TechDocs, LIVEcommunity, and FUEL User Group.   What is it enabling? Beacon collects all the technical assets available to you today via resources like the Knowledgebase, LIVEcommunity, TechDocs, and more. These resources continue to be accessible as standalone options, but with Beacon, they will be in a combined format via outcome-based learning paths. You will also find tips and tricks from our product gurus, delivering a series of ready-to-use educational roadmaps. Beacon allows you to select your desired outcome or feature, then presents custom, step-by-step educational guides to help you achieve your goals.   What is the outcome? The need for cybersecurity trained and certified professionals is rapidly increasing. Beacon allows learners to update their skills and keep up with the dynamic changes in cybersecurity technology through an easy-to-use, self-service learning platform. With the goal of making cybersecurity education more accessible for novice learners and experienced learners alike, Palo Alto Networks Education Services continues to be a consistent and reliable source for all cybersecurity education.   How to register? Click here to register for Beacon today and start learning. You can look over your recommended learning paths, browse through any topic, course, or asset, search for each of Palo Alto Networks core technologies, and begin your learning journey.   If you have any questions, feel free to comment down below!   For more info and to find out about Beacon from other community members and our subject matter experts, please visit the discussions on LIVEcommunity .     ... View more

It’s the week we’ve all been waiting for. Ignite 2020 is finally here! Tomorrow is day 1 of Ignite and we want to remind you of all the amazing things happening and how you can engage with us.   The Ignite 2020 platform is now live so you can go ahead and start planning your days!   Log in with the credentials created during registration and add your favorite sessions to your agenda! We don’t want you to miss out hearing from our keynote speakers, and scheduling training courses, and breakout sessions!   Day 1 and Day 2 at Ignite 2020   We have a variety of different booths at Ignite, one of them being Customer Communities! This is where the LIVEcommunity will sit alongside Fuel User Group. Inside our booth you'll have the opportunity to learn a little more about LIVEcommunity and the team.    You’ll have the opportunity to connect with some of our Cyber Elite Expert Members and ask them any questions you may have.   Also, if you scan your badge at our booth and fill out the short survey, you have a chance to win a really great prize!    You also don’t want to miss our coffee table chats! Whether you have 10 minutes, an hour, or more, join any of these coffee table chats and connect with the LIVEcommunity team. It’s a great opportunity to ask questions and get to know us!    Here are some of the coffee table chat times happening tomorrow!   Tuesday, November 17 10:30AM - 12:15PM PST - LIVEcommunity: Chat With The Experts and Community team 12:30PM - 2:15PM PST - Fuel User Group: What is Fuel and How Can I Get Involved? The Global Customer Services booth will have the following coffee table topics:   Tuesday, November 17 - Americas; Booth hours 10:30 - 2:30 PST  11:30AM - 12:00PM PST - Customer Support - Got Questions? We Have Answers  12:30PM - 1:00PM PST - Customer Success - Guiding Your Product Journey  1:00PM - 1:30PM PST - QuickStart Services for Accelerated Deployment  2:00PM - 2:30PM PST - Improve Your Security with Best Practices Tools (BPA)  The Education Services booth will have the following coffee table topics:   Tuesday, November 17  1:00-1:20 PST - Cyber Security Academic Program  1:00 -1:20 EMEA - Cyber Security Academic Program  2:00-2:20 PM PST - Certifications During Ignite, we will be recognizing members who engage with us in the LIVEcommunity during the event by sharing our blogs, or by liking and commenting! If you do engage with us, we’ll be giving you a special badge!   And don't worry if you missed some sessions during the event, we’ll be recapping highlights throughout each of the days. Our Ignite Event Page on the LIVEcommunity is the perfect place to ask questions, as we will be closely monitoring the page during the event.   We can’t wait to hear from you and see you around on the LIVEcommunity and in our Ignite 2020 booth!   ... View more

Uplevel Your Skills with Beacon!     Log In, Learn, and Uplevel Your Future!   The need for highly skilled and professional cybersecurity experts has never been greater -- and it continues to grow at a rapid pace! Palo Alto Networks Education Services recognizes this and we’re making updates and upgrades so that you can update your skills to keep up with all the changes in cybersecurity.   Beacon allows you to stay on the cutting edge of those changes, allowing you to continuously learn through an easy-to-use, self-service learning platform. Whether you’re the novice on your team or the experienced leader, Beacon makes cybersecurity education more accessible, as well as highly reliable and consistent.   We recently fully migrated and refreshed the learning center, so now is a perfect time for you to visit Beacon for the first time, or return to see what’s new! Register for Beacon , look over your recommended learning paths, browse through any topic, course, or asset, search for each of Palo Alto Networks core technologies, and begin your learning journey. You’ll find up-to-date content on Digital Learning, Instructor-Led Training, and Certifications, alongside resources from technical assets.    Beacon — NOW Even More Impact for You and Your Organization   Customers are able to easily utilize our inventory of technical assets and have access to a substantial amount of resources in a centralized location. Our inventory includes technical assets developed by the Global Enablement team as well as resources liked the LIVEcommunity, TechDocs and FUEL User Group.   Beacon hosts an array of Digital Learning, Instructor-Led Training, and Certifications as it enables users on their learning journey:   Digital Learning consists of a variety of courses on each of our technologies, as well as fundamental courses that dive deeper into cybersecurity as a whole. With bite-sized training and test-out capabilities, Digital Learning allows users to go through these courses on their own speed. Instructor-Led Training provides expert training courses with classroom and virtual delivery formats. Learners can browse through a catalog of courses and register for classes through our Authorized Training Partners. Our Certification program delivers role based certifications for cutting-edge cybersecurity technology as well as assets for preparations. Learners may utilize resources such as Study Guides, Blueprint, and practice exams to successfully attempt certification. Alternatively, learners can select the Self-Service Roadmaps topic to better understand different Palo Alto Networks capabilities and functions.   Take a Look Now!   We’ve told you why, and now it’s up to you. If you’re serious about upleveling your cybersecurity skills, register for Beacon, look over your recommended learning paths, browse through any topic, course, or asset, search for each of Palo Alto Networks core technologies, and begin your learning journey.   Beacon discussion - You can ask questions in this dedicated Beacon discussion forum.  Explore our Digital Learning page on LIVEcommunity for even more Education resources info.   Visit Beacon today! ... View more

In last week's blog, we touched on the coffee table chats that will be taking place.  Today we announced the specific times as we  we want to make sure you start putting them on your calendars for next week!   Whether you have 10 minutes, an hour, or more, join any of these coffee table chats and connect with the LIVEcommunity team by asking questions and getting to know us!   Tuesday, November 17 10:30AM - 12:15PM PST - LIVEcommunity: Chat With The Experts and Community team 12:30PM - 2:15PM PST - Fuel User Group: What is Fuel and How Can I Get Involved? Wednesday, November 18 10:30AM - 12:15PM PST - LIVEcommunity: Chat With The Experts and Community team 12:30PM - 2:15PM PST - Fuel User Group: What is Fuel and How Can I Get Involved? 10:30AM - 12:15PM SGT - LIVEcommunity: Chat With The Experts and Community team 12:30PM - 2:15PM SGT - Fuel User Group: What is Fuel and How Can I Get Involved? Thursday, November 19  10:30AM - 12:15PM SGT - LIVEcommunity: Chat With The Experts and Community team 12:30PM - 2:15PM SGT - Fuel User Group: What is Fuel and How Can I Get Involved? The Global Customer Services booth will have the following coffee table topics:   Tuesday, November 17 - Americas; Booth hours 10:30 - 2:30 PST  11:30AM - 12:00PM PST - Customer Support - Got Questions? We Have Answers  12:30PM - 1:00PM PST - Customer Success - Guiding Your Product Journey  1:00PM - 1:30PM PST - QuickStart Services for Accelerated Deployment  2:00PM - 2:30PM PST - Improve Your Security with Best Practices Tools (BPA)  Wednesday, November 18 - Americas; Booth hours 10:30-2:30 PST  11:30AM - 12:00PM PST - Customer Support - Got Questions? We Have Answers 12:30PM - 1:00PM PST - Customer Success - Guiding Your Product Journey  1:00PM - 1:30PM PST - QuickStart Services for Accelerated Deployment  2:00PM - 2:30PM PST - Improve Your Security with Best Practices Tools (BPA)  If you're curious about the Best Practices Tools (BPA) or want to learn more about QuickStart Services be sure to attend one of these coffee table topics.    The Education Services booth will have the following coffee table topics:   Tuesday, November 17  1:00-1:20 PST - Cyber Security Academic Program  1:00 -1:20 EMEA - Cyber Security Academic Program  2:00-2:20 PM PST - Certifications Wednesday, November 18  1:00-1:20 PST - Cyber Security Academic Program  1:00 -1:20 EMEA - Cyber Security Academic Program  2:00-2:20 PM PST - Certifications These coffee table topics are a perfect opportunity for you to learn more about Certifications and ask any questions you may have!   If you have any questions comment down below, and check out this week's blog for more information regarding Ignite 2020! ... View more

Register for Ignite 2020!   It’s at the tip of our fingers... Ignite 2020 is next week!   In last week's blog, we touched on the coffee table chats that will be taking place.    Today we’ll give you specific times, because we want to make sure you start putting them on your calendars for next week. Also, scroll down to learn how you can win a prize.   Whether you have 10 minutes, an hour, or more, join any of these coffee table chats and connect with the LIVEcommunity team by asking questions and getting to know us!   Tuesday, November 17 10:30AM - 12:15PM PST - LIVEcommunity: Chat With The Experts and Community team 12:30PM - 2:15PM PST - Fuel User Group: What is Fuel and How Can I Get Involved? Wednesday, November 18 10:30AM - 12:15PM PST - LIVEcommunity: Chat With The Experts and Community team 12:30PM - 2:15PM PST - Fuel User Group: What is Fuel and How Can I Get Involved? 10:30AM - 12:15PM SGT - LIVEcommunity: Chat With The Experts and Community team 12:30PM - 2:15PM SGT - Fuel User Group: What is Fuel and How Can I Get Involved? Thursday, November 19  10:30AM - 12:15PM SGT - LIVEcommunity: Chat With The Experts and Community team 12:30PM - 2:15PM SGT - Fuel User Group: What is Fuel and How Can I Get Involved? The Global Customer Services booth will have the following coffee table topics:   Tuesday, November 17 - Americas; Booth hours 10:30 - 2:30 PST  11:30AM - 12:00PM PST - Customer Support - Got Questions? We Have Answers  12:30PM - 1:00PM PST - Customer Success - Guiding Your Product Journey  1:00PM - 1:30PM PST - QuickStart Services for Accelerated Deployment  2:00PM - 2:30PM PST - Improve Your Security with Best Practices Tools (BPA)  Wednesday, November 18 - Americas; Booth hours 10:30-2:30 PST  11:30AM - 12:00PM PST - Customer Support - Got Questions? We Have Answers 12:30PM - 1:00PM PST - Customer Success - Guiding Your Product Journey  1:00PM - 1:30PM PST - QuickStart Services for Accelerated Deployment  2:00PM - 2:30PM PST - Improve Your Security with Best Practices Tools (BPA)  If you're curious about the Best Practices Tools (BPA) or want to learn more about QuickStart Services be sure to attend one of these coffee table topics.    The Education Services booth will have the following coffee table topics:   Tuesday, November 17  1:00-1:20 PST - Cyber Security Academic Program  1:00 -1:20 EMEA - Cyber Security Academic Program  2:00-2:20 PM PST - Certifications Wednesday, November 18  1:00-1:20 PST - Cyber Security Academic Program  1:00 -1:20 EMEA - Cyber Security Academic Program  2:00-2:20 PM PST - Certifications These coffee table topics are a perfect opportunity for you to learn more about Certifications and ask any questions you may have!   Ignite 2020 Will Be Amazing!   This year, we introduced great keynote speakers and hosts for Ignite 2020. Hear from James Corden, a renowned cybersecurity expert, Marques Brownlee, a technology reviewer and YouTube sensation, and Malala Yousafzai, Nobel Laureate and Girls Education Activist, as they all meet with Palo Alto Networks Executive Staff members.  They are conversations you don’t want to miss!   How to Win a Prize at Ignite -- It’s Easy!   We will also have a variety of different booths at Ignite, one of them being Customer Communities! This is where the LIVEcommunity will sit alongside Fuel User Group. Inside our booth you'll have the opportunity to learn a little more about LIVEcommunity and the team. If you scan your badge at our booth and fill out the short survey, you have a chance to win a really great prize!    During Ignite, we will be recognizing members who engage with us in the LIVEcommunity during the event by sharing our blogs, or by liking and commenting! If you do engage with us, we’ll be giving you a special badge!   And don't worry if you missed some sessions during the event, we’ll be recapping highlights throughout each of the days. Our Ignite Event Page on the LIVEcommunity is the perfect place to ask questions, as we will be closely monitoring the page during the event.   We can’t wait to see you there next week!   If you have any questions please comment down below. You can also join our discussion on all things Ignite 2020 here. ... View more

Happy Veterans Day!   Today is Veterans Day in the United States, and the Palo Alto Networks LIVEcommunity Team says Thank you to all military veterans around the world. Especially, we appreciate the many veterans who have or who will continue their commitment to protecting our digital way of life as cybersecurity professionals! In this short blog, I’ll provide a little info about the holiday and provide you with info about Second Watch by Palo Alto Networks , our no-cost cybersecurity training and certification initiative for military veterans entering the cybersecurity industry.   A Quick History Lesson   When we recognize and express appreciation to veterans, it’s for their service and for the ongoing service of all active-duty men and women in the military who continue to protect our way of life.   In 1919, U.S. President Woodrow Wilson addressed the nation on the one-year anniversary of the end of the first World War. He declared that November 11 was Armistice Day, which is now best known as Veterans Day.   Wilson wrote about it being a way to remember those who served in the conflict, as well as to recognize that freedom, peace and prosperity sometimes require sacrifice. It became a legal holiday in 1938, and in 1945, it was expanded to celebrate all veterans, not just those from World War I.   Continuing to Protect Others via Cybersecurity   As a cybersecurity company that strives to protect our digital way of life, we also want to do our part to help veterans stay educated to fight a war on a different front — cyberspace.   We understand that choosing the right industry to transition from military life to civilian life can be challenging. At Palo Alto Networks, we believe veterans are well-positioned to pursue a career in cybersecurity based on the intangible qualities and values developed during their military career, and it’s those same qualities and values that can help build a career in cybersecurity.   As part of our commitment to our employees and giving back to veterans, check out our Palo Alto Networks Education Services - Second Watch page. On this page, you can find info about our services providing free digital learning courses to veterans, so they can learn the basics of malware and how to manage a global infrastructure of next-generation firewalls. We also offer veterans the opportunity to take a free exam to become a Palo Alto Networks Certified Security Administrator (PCNSA).   To learn more about veterans programs at Palo Alto Networks, please visit the following links:   Second Watch on LIVEcommunity Veteran Skills Learning Path Veterans at Palo Alto Networks Veteran Resources     ... View more

Register Today for Ignite 2020   As we get closer and closer to Ignite, we would like to share all the details with you around where you can find the LIVEcommunity during the event.   There will be a variety of different booths at Ignite, one of them being Customer Communities! This is where the LIVEcommunity will sit alongside Fuel User Group. Inside our booth you'll have the opportunity to learn a little more about LIVEcommunity and the team.   Not only that but you’ll also be able to engage with the LIVEcommunity! How awesome is that?! Let’s jump into the different ways.   You can attend the Customer Communities booth and find the chat functionality to connect with us 1:1. There will also be scheduled coffee chat tables where you can meet with Cyber Elite experts, Community experts and the LIVEcommunity team.   There are going to be some other great coffee table chats that we want to make sure you know about so you can start putting them on your calendar.   The Education Services booth will have the following coffee table topics:   Cyber Security Academic Program  Certifications   These coffee table topics are a perfect opportunity for you to learn more about Certifications and ask any questions you may have!   The Global Customer Services booth will have the following coffee table topics:   Customer Support - Got Questions? We Have Answers Customer Success - Guiding Your Product Journey QuickStart Services for Accelerated Deployment Improve Your Security with Best Practices Tools (BPA)   If you're curious about the Best Practices Tools (BPA) or want to learn more about QuickStart Services be sure to attend one of these coffee table topics.   During the event, we will also have a series of blogs coming out where you can hear from our LIVEcommunity Experts and Subject Matter Experts. And don't worry if you missed some sessions during the event, we’ll be recapping highlights throughout each of the days. Our Ignite Event Page on the LIVEcommunity is the perfect place to ask questions, as we will be closely monitoring the page during the event.   And just as a reminder, Free Product Deep Dive Trainings that will be offered. What does this mean for you? You’ll come away with new insights and best practices and feel empowered to gain even more ROI from your Palo Alto Networks deployments.   This year’s trainings include: Securing encrypted traffic Securing network traffic Securing branch offices via SASE and SD-WAN Using AI to identify and respond to cyberthreats Securing public cloud deployments For additional details, go to the Ignite Training and Certification page.  We are really looking forward to seeing you around. If you have not already done so, be sure to register today!   If you have any questions, please comment down below.    To end off this week’s blog, we want to know:   What are you most excited about?  A. Breakout Sessions B. Free Certification Prep Courses C. Visiting the Customer Communities booth D. Connecting with the LIVEcommunity Team E. All of the above   ... View more

    Question: Why will the Customer Support Portal (CSP) be down? Answer : We will be performing scheduled maintenance to the CSP.   Question: How long will the site be down? Answer : The maintenance window is scheduled for November 7, 2020, from 11:00 a.m. to 11:00 p.m. PST. It is our intent that should the maintenance be completed earlier than 11:00 p.m. PST, the CSP will be brought back online.   Question: What notifications will be available during this maintenance down time? Where can I find updates on this event? Answer : Please visit http://status.paloaltonetworks.com for current information on the maintenance event.   Question: What is impacted by the Customer Support Portal being down? Answer : Customers and Partners will be unable to access the Customer Support Portal. The following is a list of services that will be unavailable during this maintenance window: Web Case Creation through CSP (New Cases) Web Case Management (Access to Existing Cases) Asset and User Management Device Onboarding/Registration and Offboarding Certificates, License Activation and Transfers VM series registration and deletion Permission Changes and New User additions Hub Management Content updates for unregistered devices Knowledge Base search from CSP Admin cases All Other Asset, Application, and User Features   Question: Is it possible for me to open a case during this maintenance window, should the need arise? Answer : Yes. We ask that you PLEASE ONLY OPEN CRITICAL / HIGH LEVEL CASES during the maintenance window period. Please delay non-critical cases as we expect hold times may be longer than usual during this event.   Question: How would I open a Critical / High case during the maintenance window? Answer : During this time, all cases should be opened via our support phone number. Please call the support line for your region.    Question: Since these services will be unavailable online, would the Support team be able to register assets or activate licenses for us? Answer: No. Asset Registration or License Activation will be unavailable during the maintenance period.   Question: How will Authorized Support Centers (ASCs) open a Critical / High case during the maintenance window? Answer : During this time, an Authorized Support Center Partner (ASCs) can call in via the support phone number. Please call the support line for your region. Please note, a web case will not be required during this maintenance event. However, ASCs should be prepared to provide the necessary information required for an online case creation.   Question: I have a critical project occurring at my site. How do I get support, should I require it, during this outage? Answer : For scheduled work that our customers or partners may have planned, we ask that you open a case with us on Friday, November 6, 2020. If you encounter a CRITICAL / HIGH incident where you need assistance, please call the   support line for your region, and reference your existing case.    Question: During this outage, how will support engineer case updates be received, and how will the notification occur?  Answer : Case comments will function normally, with an email notification to the customer or partner. If you need to respond to the update, please reply to the notification via email.   Question: Can existing cases be updated with comments? Answer : Yes, for CRITICAL and HIGH level issues during the maintenance window, customers / partners should call into Support to request an update.     Question: Can customers update existing cases with comments via the web during the maintenance window? Answer :  No, the CSP will be down. A call to the Support Center is required to update an existing case, and only for CRITICAL and HIGH issues. Please update non-critical cases outside of the maintenance window via the CSP when it is back online.   Question: I received an email notification from the support engineer working on my case. Can I respond back to the email notification? Answer : Yes, Customers and Partners will be able to respond to case notifications via email.   Question: Will the cases created through the Support call line be available for viewing and monitoring after the outage? Answer: Yes, cases created by phone will be available on the web. Once the CSP maintenance is completed, cases will be available to manage via the web .   Question: What information should I have available when calling into support? Answer : Our Support Engineers will walk you through the process of opening the case with a series of questions. To expedite the process, please have the following information available when calling into Support. Customer Name Customer Email Address Customer Phone Number Technology requiring assistance OS Release Serial Number of device involved Issue - summarize the problem   Question. Will Knowledge Base and Tech Docs be available during this outage? Answer : Yes. Both of these platforms will be available through their direct site URLs. However, you may experience a slower-than-usual response time. Please use these resources for assistance to find answers to non-critical type escalation requests.    Question. How do I access Knowledge Base and Tech Docs? Answer :  Knowledge Base can be found here: https://knowledgebase.paloaltonetworks.com/ Tech Docs is located at: https://docs.paloaltonetworks.com/   Question. Will LIVEcommunity be available during this outage? Answer :  Yes, LIVEcommunity will be available during the outage window with no impact to service. https://live.paloaltonetworks.com/ Question: Can firewalls fetch content updates during outage? Answer : Only registered firewalls can fetch content updates. Newly provisioned devices and all devices not yet registered will not be able to receive content updates.   Question: Can a customer onboard devices during outage? Answer : No. We cannot onboard customers’ firewalls due to the inability to issue certificates. Newly provisioned customer firewall devices won’t boot, if they need a new cert. They will be stuck in maintenance mode. Existing firewalls will not be able to renew.    Question: Can a customer offboard devices during outage? Answer : No. Virtual and physical device offboarding (e.g., RMA) depends on CSP to revoke the firewall certificate and block it from registering or use after resale (e.g., Ebay). ... View more

The LIVEcommunity team celebrates Halloween!   The LIVEcommunity team has a special place in our hearts for Halloween. Although this year will be different, there are plenty of creative and safe ways to celebrate. We’d love to know how you will be enjoying Halloween this year and if you could be anything for Halloween this year, what would you be? Bonus points if you post a picture!   Additional stuff:   There will be a full moon and blue moon on Oct 31st this year! Read more!   FYI…. ... View more