A production issue happens.
Application team says “network issue.”
Users say “firewall problem.”
And within minutes someone says:
“Let’s open a TAC case.”
But here is the reality experienced firewall engineers know:
In many situations… the firewall is not actually the problem.
Before opening TAC, every Palo Alto engineer should quickly validate a few basics:
✔ Did the traffic actually hit the firewall?
✔ Was a session created for the flow?
✔ Which security rule matched the traffic?
✔ Was NAT applied correctly?
✔ Did any security profile block the traffic?
✔ Is the return traffic taking a different path?
✔ Is routing or the server causing the issue?
You would be surprised how many “firewall issues” are actually:
• Asymmetric routing problems
• Wrong NAT configuration
• Security policy mismatch
• Application-side issues
• DNS or routing mistakes
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