> For the complete documentation index, see [llms.txt](https://cortex-docs.paloaltonetworks.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://cortex-docs.paloaltonetworks.com/cortex-xsoar-8-on-prem/8.8/onboard-cortex-xsoar/cortex-xsoar-installation/troubleshoot-your-installation/open-a-support-session.md).

# Open a support session

There may be issues related to your Cortex XSOAR deployment that cannot be resolved by the information provided by the log bundles. You can establish a support session with support or engineering to troubleshoot and resolve these issues. Opening a support session temporarily allows the support/engineering person access to your system as a user with elevated permissions in order to troubleshoot or debug issues.

1. (Optional) Share your screen with the support/engineering person.
2. From the textual UI menu in your VM, select **Support Session**.
3. If the **Tenant ID** field is not populated, upload the tenant license to Cortex XSOAR and then select **Refresh**. For more information, see [Add the Cortex XSOAR license](/cortex-xsoar-8-on-prem/8.8/onboard-cortex-xsoar/cortex-xsoar-installation/post-installation/add-the-cortex-xsoar-license.md).

   The **Tenant ID** displays the tenant license.

   If your Cortex XSOAR UI is not available, [upload your license to the textual UI](/cortex-xsoar-8-on-prem/8.8/onboard-cortex-xsoar/cortex-xsoar-installation/troubleshoot-your-installation/upload-your-license-to-the-textual-ui.md).
4. Perform secure authentication.
   1. Provide the value from the **Challenge** field to the support/engineering person who is assigned to help you. They will then provide you with a token.

      Clicking **Refresh** generates a new challenge.
   2. Enter the token in the **Token** field and select **Submit**.

      The support/engineering person now has access to your system in a secure support shell as a user with elevated permissions.

When support/engineering finishes their troubleshooting or debugging activities, they log out of the system. The shell closes and you return to the textual UI menu.


---

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