The Symantec support website after migration is not accessible in China

[Neol Zhai]

Hi everyone,
      After the support website was migrated from Symantec to Broadcom, a large number of customers and partners responded that they could not open https://support.broadcom.com/security
The browser (ie, edge, chrome, Firefox) has been loading, and the web page cannot be accessed normally.

Does this website have information about connecting to the Google website (China is prohibited from accessing the Google website)?
Are there any restrictions on accessing this site in China?

[Jason McClellan]

@Neol Zhai I will notify support of the issue and post back the solution.   Thx Jason

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Thank you
Jason
Community Platform Owner, IT
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[Jason McClellan]

@Neol Zhai - I checked with Broadcom employees in China and they are able to access https://support.broadcom.com on our local network and on a public network.   Can you share your IP with me so I can send it to our network thttps://www.whatismyip.comeam.   https://www.whatismyip.com     Thanks  Jason​

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Thank you
Jason
Community Platform Owner, IT
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[Neol Zhai]

@Jason McClellan
Hi Jason,
     thanks for your reply.
     They can ping through support.broadcom.com, but they can't open the web page, attachment picture1
I asked the partners who could not access the website to collect some of their public IP:
116.246.38.209
180.169.33.38
43.254.226.147
58.32.236.249
153.34.175.142
We use tracert command, the website can arrive normally (tracert-1 and tracert-2)
In addition, when I connect to a WiFi network, I can use my company's notebook and visit support.broadcom.com. But I use my personal laptop and can't access support.broadcom.com.
So, is it possible to install any plug-ins when visiting this website for the first time?

I have added https://support.broadcom.com/security to the trusted site of IE browser.

picture-1

tracert-1

[Jason McClellan]

FYI:  Our IT team is working on checking the info you provided.   I should have results by tomorrow.

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Thank you
Jason
Community Platform Owner, IT
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[Neol Zhai]

@Jason McClellan
Hi Jason,
​     Is there any update?
     thanks~

[Jason McClellan]

@Neol Zhai - Not yet I've opened an internal ticket with the network team.    Usually, when we see this sometimes the IP addresses can be shuffled on SaaS applications.    Can you go to the support portal off your company LAN or is it blocked everywhere?  ​

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Thank you
Jason
Community Platform Owner, IT
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[Neol Zhai]

@Jason McClellan I can't access the support website when I use my own laptop to connect to my home wireless network or mobile phone 4G hotspot.

[Jason McClellan]

@Neol Zhai message received.   The network team is working at least 3 cases similar to yours.  I'm waiting to hear back from them shortly.  thanks for your patience.  ​

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Thank you
Jason
Broadcom Community Platform Admin, IT
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[Neol Zhai]

@Jason McClellan  ​Some customers and partners have reported that they can open the support website after using VPN

[Jason McClellan]

@Neol Zhai -   please check https://support.broadcom.com -  our infrastructure engineer made a few changes eliminating a call to a Google API which should free up the site from being blocked.   Let me know if the changes fixed your access issue.    Apologies for the delay.​

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Thank you
Jason
Broadcom Community Platform Admin, IT
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[Neol Zhai]

@Jason McClellan I let different partners visit the support website, and the website is now accessible. But the homepage opens a little slowly，It's great to be able to access this page. thank you very much for your help.

​

[Neol Zhai]

@Jason McClellan May i ask you more question?
I have many partners and customers found  that in the case interface, the description interface cannot be displayed.

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 ​

[Jason McClellan]

This is the root of the issue that was repaired inside the header code referring to google API or CSS that the country firewall did not like breaking the UI of the page causing the error.     The team told me they fixed the issue.  I am wondering if it is just local machine cache,  or server catch or farther out causing the issue to still persist.   I'm shooting the team lead another email.   Apologies but in these cases, its a community ticket turning into a support ticket into a JIRA ticket to fix the issue.  Internal Red Tape at its best.

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Thank you
Jason
Broadcom Community Platform Admin, IT
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