WildFire Portal Access FAQ

1. Why I am unable to access the portal directly by typing in the URL (ex. wildfire.paloaltonetworks.com)?
This could be for the following reasons:

• Your cache is using stale information that needs to be cleared. You can check this by attempting to log in with an incognito browser window. You can also check this by accessing WildFire from the CSP portal page (support.paloaltonetworks.com); after logging in just click on 'WildFire' located on the left-hand side menu, then select the regional cloud you are using. 
• WildFire service could be temporarily down or going through maintenance. You can check the status of WildFire Cloud by navigating to status.paloaltonetworks.com .

2. What should I do if none of these fit my issue accessing the WildFire Portal?
You can open up a case with support to investigate this further. When opening a case you will need to provide the following:

• the affected user's email address
• account id (from the CSP: located on the account selector drop-down at the top of the screen)
• screenshot (from a superuser) of the CSP WildFire user configuration screen with the user listed as a WildFire user.
• screenshot of the failed attempt to access the WildFire Portal
• any additional details of the failed attempt (such as the date and time attempted)