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Cannot Access my Support Portal

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  • 1.  Cannot Access my Support Portal

    Posted 04-21-2020 11:30 AM
      |   view attached
    I cannot access my support portal.

    Grant not available. Please contact admin.

    Unable to view my existing case number.



  • 2.  RE: Cannot Access my Support Portal

    Posted 04-21-2020 12:32 PM
    Hi Mark Nunez,

    I will have to validate you account access. Could you please send me your email address privately?

    ------------------------------
    Regards,
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
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  • 3.  RE: Cannot Access my Support Portal

    Posted 04-21-2020 09:38 PM
    I already replied. Please confirm.


  • 4.  RE: Cannot Access my Support Portal

    Posted 04-22-2020 12:39 PM
    Hi Mark Nunez,

    I reviewed your account and to access the case management, your account needs to be upgraded by adding the site id to your profile. Please follow the steps mentioned in the following to link to upgrade your account.

    https://community.broadcom.com/mainframesoftware/viewdocument/registering-for-additional-site-acc-1?CommunityKey=c475a143-13f8-4809-b469-d8541b80ea91&tab=librarydocuments

    Let us know if you need any further assistance.

    ------------------------------
    Regards,
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
    ------------------------------



  • 5.  RE: Cannot Access my Support Portal

    Posted 04-27-2020 05:12 PM
    I am having the exact same issue.


  • 6.  RE: Cannot Access my Support Portal
    Best Answer

    Posted 04-27-2020 11:14 PM
    Hi Nate DeRose,


    Users encounter this message when the site id is not added to their profile (For more details, please refer to the Article "What is a Broadcom Support Site ID?"). To get access to the case management, please add the site id by following the steps mentioned in the link below:

    https://community.broadcom.com/mainframesoftware/viewdocument/registering-for-additional-site-acc-1?CommunityKey=c475a143-13f8-4809-b469-d8541b80ea91&tab=librarydocuments


    ------------------------------
    Regards,
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
    ------------------------------



  • 7.  RE: Cannot Access my Support Portal

    Posted 04-27-2020 05:32 PM
    Hi Heena,

    The problem here is that since the acquisition of Symantec and Broadcom most of the partners or customers are not aware of the support id/site id and even when we are trying to reach customer care we are informed that you should request for site access by providing site id. If customer/Partner doesn't know and tried to reach support even they are also not helping in providing site id for existing customer


  • 8.  RE: Cannot Access my Support Portal

    Posted 04-27-2020 11:17 PM
    Hi SaqibAalam,

    To find a valid site id we would need more details like serial number or the contract number. Please help us with any of these details to find a valid site id for you.



    ------------------------------
    Regards,
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
    ------------------------------