How to find product in portal

[Joel Baltazor]

Hello,

My Broadcom portal seems to have lost my Symantec Endpoint Protection license (which is still active/valid). I see no way to add it back in. I have nothing in My Downloads, nor in My Entitlement. Also, I've tried to create a support ticket, but it passes me to something called wolkenservicedesk. When I try to create a ticket there it asks for fields Product, Company, and Prod Release, which are all drop downs & required fields, but the drop downs are completely blank. This means I can't create a case.

What do I do now???

Joel

[John Owens]

Hi Joel,

I would call Customer Care for them to look into it.

Feedback and Comments (broadcom.com)

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John Owens
Strategic Support Engineer | Enterprise Security Group
Broadcom Software
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[Joel Baltazor]

Hi John,

I managed to create a case, but so far they haven't been able to get my products showing up. We've managed to add my Site Name/ID in the Request Access area and it is approved, but nothing shows up when I look in "My Entitlements"

Can you help?

[John Owens]

Hi Joel,

What is the case number? I do not have access to what Customer Care does but I can take a look for you.

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John Owens
Strategic Support Engineer | Enterprise Security Group
Broadcom Software
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[Joel Baltazor]

Hi John,

Case number is 33721562 

Thank you for taking a look.

-Joel

[John Owens]

Do you know what your License number is?

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John Owens
Strategic Support Engineer | Enterprise Security Group
Broadcom Software
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[Joel Baltazor]

Yes, B8000360454

[John Owens]

Hi Joel,

You purchased your license from TD Synnex. You will need to open your cases with their Support Team. This is why you cannot see anything on Broadcom site.

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John Owens
Strategic Support Engineer | Enterprise Security Group
Broadcom Software
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[Joel Baltazor]

Hey John,

What is TD Synnex ?  We renewed/purchased from a VAR like CDW, PC Connection, etc. I've never heard of TD Synnex.

Historically I've always been able to go directly to a symantec/broadcom site for product download access. I can't say exactly the last time we did this, but I can say we moved our SEPM server last fall and likely downloaded an installer then.

I'm very confused.

-Joel

[Joel Baltazor]

I just looked back at and email for our latest renewal.  All the links in it referring to activation, downloading, and licensing are all to Broadcom websites.

Still very confused... I know I've always done this at Broadcom's website(s)

[John Owens]

Please send me a private message.

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John Owens
Strategic Support Engineer | Enterprise Security Group
Broadcom Software
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[Joel Baltazor]

John,

Thank you for figuring this out.  It looks like our Site ID changed (during a renewal?) and we had not registered the new Site ID. That's why our product listing was blank - the old Site ID did not have any current subscriptions on it. Getting the new Site ID in has us showing products now.

Thank you so much for helping!

-Joel

[John Owens]

Very welcome! Glad to help, Joel!

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John Owens
Strategic Support Engineer | Enterprise Security Group
Broadcom Software
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