Online Diagnostic Test Utility

Palo Alto Software has created an Online Diagnostic Utility which can solve many software problems automatically. This utility requires Active X components of Internet Explorer and must be run within that Web browser.

Resolution

Follow the steps below to run our Online Diagnostic Utility:

1. Open this article in Internet Explorer.
2. Click this link to open the Diagnostic Utility test page.
3. Click the link for your version of the software.
4. You may have to click the Information Bar at the top of Internet Explorer to allow the Active X control to run.
5. Once the test has completed, check for any messages in the "Status" field that says that the problem was corrected.
6. Close the Diagnostic Utility and check to see if the problem has been resolved.

If the problem persists, please re-run the Diagnostic test (using the steps above) and click the Save Results to Desktop button. This will create a report.xml file on the Desktop of the computer which you can send to us via email to help@paloalto.com. 

When submitting the report.xml, please include the serial number for your software and a brief description of the problem which has prompted you to submit the report.