Why are Software Updates not showing In Customer Support Portal?
16320
Created On 03/30/20 13:31 PM - Last Modified 01/12/24 21:24 PM
Question
Why are Software Updates not showing In Customer Support Portal?
Environment
CSP
Answer
Software Updates can be found in Customer Support Portal > Updates.
- PAN-OS software updates can be selected for a platform if the account has a registered device of the same platform with a valid support license. If the devices have expired support, the Software updates cannot be downloaded for that platform.
- Check if the device has Support license key on CSP > Products > Assets and if you can retrieve the correct Support license key on the device.
- If the devices of a certain platform are registered to a Group within the CSP account, the user must also be registered to the same group to access Software Updates. A member from the main account - who is not a member of the Group - cannot access Software Updates for a platform if the devices are registered to a Group. In this case, the Group Super User can add the user to the Group Members to access Software Updates.
Contact Support if you cannot retrieve the support license key or cannot access Software Updates despite the above steps.
Additional Information
Note: The Only access available is APP content, no access to Software Updates or Threat.
See also:
HOW TO CREATE/MANAGE A GROUP
SUPPORT PORTAL USER ROLE MATRIX
How to download Software Updates, Dynamic Updates, Base Images, and Plugins