Case Subject: Cannot find Serial number

Case Subject: Cannot find Serial number

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Created On 02/07/20 14:10 PM - Last Modified 01/28/25 23:28 PM


Question


Why did my case subject change to "Cannot find Serial number"?

Environment



 

Answer


When you create the Support case without selecting a serial number, the Case Subject may change to Cannot find Serial number. If you cannot select your serial number in the case creation process, check the following: 
  • You are creating the case from a different Customer Support Portal account from where the asset is registered. Check if you have more CSP user logins in different Customer Support Portal accounts. If so, make sure you are logged into the account where the serial number is registered. Use the Account Selector to switch between support accounts.
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  • Your device has Partner enabled Premium Support with an ASC provider. In this case you will need to contact the ASC provider for technical issues and cannot log a technical case directly with Palo Alto Networks. In the case creation process the system refers you to your contracted service provider and shows the contact information. 
  • The support license is expired on the device. 
  • A device may be decommissioned by error or other system errors may happen.
If you are sure that your asset serial number has valid support which entitles you to open cases directly with Palo Alto Networks and you still cannot select the serial number, open a case here:  https://support.paloaltonetworks.com/Support/Index and provide a detailed description why you cannot open a case, include any error message and other information of your issue. 

11 Oct 24 (Vijay) - Moved external after discussions with Leona.

Additional Information


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