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CA Support Page - Accessing "My Cases" Issue

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Haruhiko Davis

Haruhiko Davis11-05-2018 10:03 AM

AdrianJohnsonUK

AdrianJohnsonUK11-05-2018 10:11 AM

Patricio Bermudez

Patricio Bermudez11-05-2018 02:30 PM

lerojanod

lerojanod11-06-2018 08:14 AM

Nikola Milosavljevic

Nikola Milosavljevic11-05-2018 03:57 PM

Hung Chih Shen

Hung Chih Shen11-05-2018 11:08 PM

Jose Manuel Carabe

Jose Manuel Carabe11-06-2018 03:05 AM

Ruben Co

Ruben Co11-06-2018 03:10 AM

lerojanod

lerojanod11-06-2018 08:14 AM

anderson.medeiros

anderson.medeiros11-06-2018 08:32 AM

Miller Grisepe Echagarreta Parra

Miller Grisepe Echagarreta Parra11-06-2018 12:29 PM

  • 1.  CA Support Page - Accessing "My Cases" Issue

    Posted 11-05-2018 09:53 AM

    Has anyone else come across this issue today (or over the weekend)? After I login to support.ca.com successfully and then click "My Cases" link, I get the following page...

     

     

    If this is global issue, can we get this escalated quickly for a resolution? I've had couple of other folks try it out and they are also getting the same result.

     

    Thanks in advance for all your help.

     

    Manish

    casupport 



  • 2.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-05-2018 09:56 AM

    Should this be posted elsewhere (on another Community Space)? If so, please feel free to move it where it can get max exposure.



  • 3.  Re: CA Support Page - Accessing "My Cases" Issue

    Broadcom Employee
    Posted 11-05-2018 10:03 AM

    same



  • 4.  Re: CA Support Page - Accessing "My Cases" Issue

    Broadcom Employee
    Posted 11-05-2018 10:11 AM

    Yep - same here



  • 5.  Re: CA Support Page - Accessing "My Cases" Issue

    Broadcom Employee
    Posted 11-05-2018 10:39 AM

    Thank you for the heads up.

    We are working on this issue with highest priority.



  • 6.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-05-2018 11:07 AM

    Thanks Rainer_Miltenberger for providing us with the update and glad it's on your highest priority list

     

    Cheers,

    Manish



  • 7.  Re: CA Support Page - Accessing "My Cases" Issue
    Best Answer

    Posted 11-05-2018 11:05 AM

    This issue has now been resolved.  Users should now be able to access Case Management without issue.



  • 8.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-05-2018 11:11 AM

    Thanks henja04, I just verified and it works. Appreciate the quick turn around on the resolution.

     

    Manish



  • 9.  Re: CA Support Page - Accessing "My Cases" Issue

    Broadcom Employee
    Posted 11-05-2018 12:02 PM

    Verified that it works for me too (CA Internal).

     



  • 10.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-05-2018 02:30 PM

    Sorry but I can't access.



  • 11.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-06-2018 08:10 AM

    I still have the same issue.!! Anyone else???



  • 12.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-06-2018 08:14 AM

    Me!



  • 13.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-05-2018 11:13 AM

    The issue is not resolved for me, same error message... 



  • 14.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-05-2018 11:21 AM

    Hi, Could you try clearing your cache, closing your browser session and then open a new session and see if the problem is still occurring for you?



  • 15.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-05-2018 11:49 AM

    Hi henja04,

    I cleared the cache and closed the browser session (Chrome) but the problem is still occur... 



  • 16.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-05-2018 12:13 PM

    Hi, There seems to be an issue with your account specifically.  As I indicated in my direct mail to you, I will work with you directly to resolve your access problems.



  • 17.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-05-2018 02:45 PM

    Hi, same issue here... any workaround? Clearing browser cache is not working.

    Regards,

    JOHN



  • 18.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-05-2018 03:22 PM

    I just called CA Support and was informed that the issue has been resolved but I still get the single sign on error when accessing My Cases. Cleared cache and restarting the browser does not solve the issue.



  • 19.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-05-2018 03:57 PM

    Still the same issue for me as well



  • 20.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-05-2018 11:08 PM

    Still the same issue for me as well



  • 21.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-06-2018 02:14 AM

    Same problem over here   so not resolved at all...

     

    refreshed browser, started from scratch but same error



  • 22.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-06-2018 03:05 AM

    Still the same issue for me as well



  • 23.  Re: CA Support Page - Accessing "My Cases" Issue

    Broadcom Employee
    Posted 11-06-2018 03:09 AM

    Thank you all, we are researching why the correction did not fire for all users yet.



  • 24.  Re: CA Support Page - Accessing "My Cases" Issue

    Broadcom Employee
    Posted 11-06-2018 04:22 AM

    Hi Reiner, 

    update just few minutes ago from one customer - they can still not logon to the support portal to access the cases. 

    Cheers, Joerg 



  • 25.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-06-2018 03:10 AM

    Just tried this again today. Now this.



  • 26.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-06-2018 08:14 AM

    I have the same error:

     



  • 27.  Re: CA Support Page - Accessing "My Cases" Issue

    Broadcom Employee
    Posted 11-06-2018 08:17 AM

    Hi Luis, 

     

    Sorry for the inconvenience. Our team is looking into it and will keep you posted once it is fixed. 

     

    Regards, 

    Heena 



  • 28.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-06-2018 08:25 AM

    I`m still with error, cant access since yesterday at noon, we are from LATAM, hope this can be resolve ASAP, most regarding our costumers.

    Cheers.

    Pablo



  • 29.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-06-2018 08:32 AM

    I'm also having this problem



  • 30.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-06-2018 09:30 AM

    Same issue here, my colleagues too (refreshed browser, different browsers, different workmate accounts, same error)

    "MY CASES" link



  • 31.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-06-2018 11:19 AM

    I have 1 co-worker that is able to access My Cases without a problem. Me and another colleague still had the SSO Error.



  • 32.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-06-2018 12:29 PM

    I have this problem right now. What can I do?



  • 33.  Re: CA Support Page - Accessing "My Cases" Issue

    Broadcom Employee
    Posted 11-06-2018 01:30 PM

    Good afternoon.

     

    The issue you are having is caused by the current system maintenance that is happening this week.  Due to close of year processes, access to certain systems has been locked down.  This system maintenance will end on November 12 at 11:59pm EST and you will once again have access for self-service.  We do apologize for this; however, it is necessary to ensure the close is completed.   If there are issues that you need to act on immediately, you can reach out to the Customer Care team and they can assist.

     

     

    More information can be found on the Customer Care Community:  https://communities.ca.com/docs/DOC-231183833-unable-to-access-case-management-from-the-support-portal?et=watches.email.outcome

     



  • 34.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-06-2018 01:35 PM

    thanks Bill_Horlick for the input. Is this SOP for this scenario b/c I don't remember coming across this type of lock down in previous years during this time frame. Is this something new due to Broadcom acquisition?

     

    Manish



  • 35.  Re: CA Support Page - Accessing "My Cases" Issue

    Broadcom Employee
    Posted 11-06-2018 01:39 PM

    Normally the maintenance period it is not as long; however, due to the transition to Broadcom, the time has increased for this close.



  • 36.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-08-2018 06:10 AM

    Still have the issue. The issue is not solved. 



  • 37.  Re: CA Support Page - Accessing "My Cases" Issue

    Broadcom Employee
    Posted 11-08-2018 09:18 AM

    Hi Sinan,

     

    Sorry for the inconvenience. The issue you are having is caused by the current system maintenance that is happening this week.  Due to close of year processes, access to certain systems has been locked down.  This system maintenance will end on November 12 at 11:59 pm EST and you will once again have access for self-service. If there are issues that you need to act on immediately, you can reach out to the Customer Care team and they can assist.

     

    More information can be found on the Customer Care Community:  https://communities.ca.com/docs/DOC-231183833-unable-to-access-case-management-from-the-support-portal?et=watches.email.outcome

     

    Regards, 

    Heena



  • 38.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-09-2018 11:46 AM

    We are still facing this issue when trying to access " My Cases" section under my CA account.

    Please assist.

     



  • 39.  Re: CA Support Page - Accessing "My Cases" Issue

    Broadcom Employee
    Posted 11-12-2018 05:59 AM

    Hi Balakrishna Ramanna, 

     

    Sorry for the inconvenience, this is due to system maintenance that is happening this week and it will end on November 12 at 11:59 pm EST If there are issues that you need to act on immediately, you can reach out to the Customer Care team by calling +1-800-225-5224 or refer to Contact CA Support - CA Technologies if you are calling from outside the USA.

     

    More information can be found on the Customer Care Community:  Unable to Access Case Management from the Support Portal 

     

    Regards, 

    Heena



  • 40.  Re: CA Support Page - Accessing "My Cases" Issue

    Broadcom Employee
    Posted 11-13-2018 09:54 AM

    Hi All, 

     

    Thank you for your patience. This issue has now been resolved and users should now be able to access Case Management without issue.

     

    Regards, 

    Heena



  • 41.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-13-2018 09:58 AM

    Still cannot login to case management, i have tried from Firefox and Chrome



  • 42.  Re: CA Support Page - Accessing "My Cases" Issue

    Broadcom Employee
    Posted 11-13-2018 11:09 AM

    Hi Nikola Milosavljevic, 

     

    Seems like the issue is with your account specifically. I will work with our internal team to resolve your access.

     

    Regards, 

    Heena



  • 43.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-13-2018 11:12 AM

    Hi Heena,

     

    Thank you very much

     

    Best regards,

    Nikola



  • 44.  Re: CA Support Page - Accessing "My Cases" Issue

    Broadcom Employee
    Posted 11-14-2018 11:33 AM

    Hi Nikola, 

     

    Your account issue is fixed and you should be able to access Case Management without issue. 

     

    Many thanks for understanding. 

     

    Regards, 

    Heena



  • 45.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-14-2018 11:36 AM

    Hi Heena,

     

    Tested it and it works now, thank you very much!

     

    Best regards,

    Nikola



  • 46.  Re: CA Support Page - Accessing "My Cases" Issue

    Posted 11-13-2018 09:59 AM

    Thanks tabhe01 for the follow-up. Appreciate you guys working hard to resolve this issue for all of us.

     

    Cheers

    Manish