Troubleshooting Cloud Next-Generation Firewall by Palo Alto Networks - an Azure Native ISV Service

You can get support for your Palo Alto deployment through a New Support request. The procedure for creating the request is here. In addition, you can find troubleshooting for problems you might experience in creating and using a Palo Alto deployment.

Getting support

1. To contact support about a Cloud NGFW by Palo Alto Networks resource, select your Cloud NGFW by Palo Alto Networks resource in the Resource menu.

2. Select the New Support request in Resource menu on the left.

3. Select Raise a support ticket and fill out the details.

Troubleshooting

Marketplace purchase errors

• The Microsoft.SaaS RP is not registered on the Azure subscription.

  • Before you use a resource provider, you must make sure your Azure subscription is registered for the resource provider. Learn more about Resource provider registration and resolving errors on RP registration.

• Plan cannot be purchased on a free subscription, please upgrade your account.

  • You can't make marketplace purchases on a free Azure subscription. Refer to the Azure free Account FAQ. For more information, see purchase SaaS offer in the Azure portal.

• Purchase has failed because we couldn't find a valid payment method associated with your Azure subscription.

  • Use a different Azure subscription or add or update current credit card or payment method information for this subscription. For more information, see purchase SaaS offer in the Azure portal.

• The Publisher does not make available Offer, Plan in your Subscription/Azure account’s region.

  • The offer or the specific plan isn't available to the billing account market that is connected to the Azure Subscription.

• Enrollment for Azure Marketplace is set to Free/BYOL SKUs only, purchase for Azure product is not allowed. Please contact your enrollment administrator to change EA settings.

  • Enterprise administrators can disable or enable Azure Marketplace purchases for all Azure subscriptions under their enrollment. For more information, see Azure Marketplace - Microsoft Cost Management. More information on different listing options is present in Introduction to listing options

• Marketplace is not enabled for the Azure subscription.

  • Enterprise administrators can disable or enable Azure Marketplace purchases for all Azure subscriptions under their enrollment. Refer Azure Marketplace - Microsoft Cost Management.

• Plan by publisher is not available to you for purchase due to private marketplace settings made by your tenant’s IT administrator.

  • Customer uses private marketplace to limit the access of its organization to specific offers and plans. The specific offer or the plan weren't set up to be available in the tenant's private marketplace. Contact your tenant’s IT administrator.

• The EA subscription doesn't allow Marketplace purchases.

  • Use a different subscription or check if your EA subscription is enabled for Marketplace purchase. For more information, see Enable Marketplace purchases.

Unable to create a PCloud NGFW by Palo Alto Networks as not a subscription owner

Only users who have Owner access can set up a Palo Alto resource on the Azure subscription. Ensure you have the appropriate Owner access before starting to create a Palo Alto resource.

Next steps

• Learn about managing your instance of Palo Alto.

• Get Started with Cloud Next-Generation Firewall by Palo Alto Networks - an Azure Native ISV Service on

  Azure portal

  Azure Marketplace