Rally Software

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  • 1.  Can't Log into Broadcom

    Posted May 26, 2021 12:54 PM
    Edited by Nev Percy Jun 02, 2021 05:05 AM

    Forgive me posting like this, but I appear to have no other channel available to me.
    When I follow the steps for the 'Forgot your password' process, I go through a couple of checks and verifications, and eventually my temporary code gets me onto a screen where I have to supply my old password!

    The ChatBot helper does the same thing.
    Raising a ticket wants me to log in before I can do it.

    I wanted to write a two-line post for the information of another Rally community member, it's cost me a total of 30 minutes of my life, and I still can't even access any support.

    Can someone reading this with knowledge of an internal route to an actual support mailbox, please, please forward it?
    Many thanks.
    --Nev.

     



  • 2.  RE: Can't Log into Broadcom

    Broadcom Employee
    Posted May 27, 2021 07:38 PM

    Hi @Nev Percy,

    I have forwarded this message to our support team.

    I am not sure what is happening, however when you receive the reset password email you should taken to a screen that will ask you to enter your new password twice. See screenshot below.


    Here is the link to open a support case with the Rally Support Team if you want to file a case directly.
    I hope this can get resolved for you soon.

    Best,

    Andrea
    Product Owner - Rally Software

    ​



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    Product Manager
    Rally Software
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    Original Message


  • 3.  RE: Can't Log into Broadcom

    Posted Jun 02, 2021 05:04 AM
    Edited by Nev Percy Jun 02, 2021 08:30 AM

    Thank you @Andrea Schilde, and thank you @David LeDeaux.

    No one will be surprised that it was case of PEBKAC -- Problem Exists Between Keyboard And Chair -- but it was a different screen from the screenshot you shared, Andrea.

    Password Expired screen
    My brain was stuck on the fact of having forgotten my password, and went down the track of thinking "Old password" was a reference to that.
    Of course it was actually a reference to the temporary password that had already superseded it, and which I'd already used to even get to this screen.

    (Incidentally, uploading pictures breaks them if they contain one or other of apostrophes, curly-braces or hash-sign.)
    Thanks again for your customer service!
    --Nev.

    Original Message


  • 4.  RE: Can't Log into Broadcom

    Broadcom Employee
    Posted May 28, 2021 03:47 PM
    Hi Nev,
    I opened a case with our support portal team for you. Case number is 32717811

    Thanks,
    Dave
    Original Message


  • 5.  RE: Can't Log into Broadcom

    Posted Jun 22, 2021 04:13 PM
    So I'm wondering if I'm having the same issues as the OP.  I can log into Rally just fine (and get the login screen that Andrea showed above) but I couldn't log into the Broadcom site, to look for Community posts.  I had been on previously, but the SSO wasn't working (if it was supposed to, and I got the image that Nev showed. And got in a perpetual loop of trying to either click the link for the Chat bot (which didn't help at all) or the Forgot password link which only popped up an error message saying "Password reset not allowed for this user".

    So I had to create another account using a different email address just so I could get to the Communities. Seems like this needs to be vetted out a bit more.
    Original Message