The Water Cooler

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Unable to attach document

  • 1.  Unable to attach document

    Posted 29 days ago
    Hi

    When I go to the attachment page for a case it comes back saying:

    Your Session has expired.


    Please return to your case and relaunch the file attachments.


    I do this but get the same result. I have tried logging out and back in.

    Is there an issue at the moment?


  • 2.  RE: Unable to attach document

    Posted 29 days ago
    Hi @Matthew van Burgel
    I tested with an external test account I have and I see the same​ when I execute the "File Attachments" option
    Can you please contact Customer Care via phone and report this: https://www.ca.com/us/services-support/ca-support/contact-support.html?intcmp=footernav#numbers
    I will also try to log an internal ticket at my end.

    Thanks

    Lynn
    #customercare


    ------------------------------
    Senior Principal Support Engineer
    Broadcom
    Australia
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  • 3.  RE: Unable to attach document

    Posted 29 days ago
    Hi, @Matthew van Burgel
    I have logged a ticket internally.
    In the meantime if you have command ftp or an ftp client like WinSCP or FileZilla you can use ftp to supportftp.broadcom.com​ with your portal credentials. The ftp directory for your case will be /SITE_ID/CASE_NUMBER/files_from_customer. NOTE: The 6 digit SITE_ID will need an extra 0 in front it to pad to 7 digits.
    Hope that helps.

    Regards,

    Lynn

    ------------------------------
    Senior Principal Support Engineer
    Broadcom
    Australia
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  • 4.  RE: Unable to attach document

    Posted 29 days ago
    Hi Lynn,

    Any further new on this? How long before this is resolved as it is affecting so many of our customers?


    ------------------------------
    Kind Regards,
    Brian
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  • 5.  RE: Unable to attach document

    Posted 28 days ago
    Moving this to the Customer Care community.

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    Chris Hackett
    Community Manager, Broadcom Enterprise Software Division
    Broadcom Inc.
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  • 6.  RE: Unable to attach document

    Posted 27 days ago
    As far as I know, the issue is now resolved. I was able to upload and download files from cases for most of today.

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    Kind Regards,
    Brian
    ------------------------------