Palo Alto is great but they lack some available documentation for example for which log file should be checked for which issue etc. When you have some work with the palo alto TAC, you start to see somethings that are not officially documented. I also use my articles for something like One Note as I will be using them myself as things can be forgotten over time, but better share if I am going to write it anyway. Also from what I see most people like to open a case and wait 2 or 3 weeks for the issue to be resolved than reading for 2 or 3 hours or checking if there is a solution in the community, because this way they don't take responsibility and can get by without reading too much and because of this just write an email or call each day with "....ASAP ......URGENT.....", so the TAC will still have more cases than they can handle but this article is for the small amount of people that want to solve their issues if possible themselves. Yes, some cases need TAC support but many don't and if you are not paying for premium support, you can't expect a solution from the TAC in 1 hour. This is at least how I see it. Edit: Still the Palo Alto TAC needs some improvment as I have found more answers on my own in the community articles or even found out that some things are not like day say at all. The Example is: https://live.paloaltonetworks.com/t5/general-topics/palo-alto-7000-heartbeat-backup-icmp-fail/td-p/386566
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