my download area is empty

[Andrea VaccÃ]

hello,

my download area is empty

i had a case (Case#36116932) without solution

now i have a new case (Case#36161854)

i need a solution asap, please.

can someone from broadcom give an hand ?

[Blake Thomas]

Hi Andrea,

I took a look at the cases you had posted, and checked the entitlement with the SiteID and it is an active contract with SEP and I was able to view the downloads. Keep in mind that's in relation to your SiteID but not to your individual email account. I suspect there is some problem linking your email/user with the SiteID. Unfortunately I'm not on a team that can look into that, but I checked the case queue and it's with the correct team to be able to help. I'll see what I can do to get it looked into.

-Blake

[Andrea VaccÃ]

thank you Blake

i hope broadcom could find a solution asap

please alert the technical team

[Andrea VaccÃ]

can you privately send me a link to download sepm 14.3 RU10 ?

[ToK]

I run into the same issue and the solution was to look within the line of your product to the righht and expand " > " . 

Hope this helps

[Andrea VaccÃ]

hello, this is not the solution for my problem

thanks for post a chance ...

[Andrea VaccÃ]

clicking on > i find my products and i can navigate till the list versions of the product

clicking on a version of product, i get a blank list page - no data found -

[Russ_V]

Hi Andrea, 

Broadcom Customer Care is currently investigating your case # 36161854.  Kindly continue to work with them towards a resolution.  

Thanks,

Russ_V

[Andrea VaccÃ]

hello,

the problem is always on, it is more big than at start time

after some technical action, now, i cannot find my site name ed ID in the 'my entitlements' section

The 'my downloads' section is also empty

I have to know what is the problem. We buyed the licenses and we need to be able to access our software.

I cannot understand all this time for this problem: association license to profile and site ID. what is the difficult ?

Case#36161854

[Russ_V]

Hi Andrea, 

Thanks for your response. 

Your earlier case # 36161854 has been closed at this time.  Kindly re-engage Broadcom Customer care for further assistance when able. 

Thanks,

Russ_V

[Andrea VaccÃ]

this 36116932 is closed 

this 36161854 is open, and i'm very furious that we cannot download the software for which we paid

[Russ_V]

Hi Andrea, 

I see you have a case "open" with Broadcom Customer Care (#36161854). 

Kindly confirm with my team that you can now download your required software.   

Thanks,

Russ_V

[Andrea VaccÃ]

finally, i can download the software

[Russ_V]

Andrea, 

Thanks for the update!

I'm glad my Broadcom Customer Care team was able to help solve this issue for you!

I hope you have a great day!

Best,

Russ_V

[SHHSU]

Hi,

I have the same issue. It seems it impacts lots of registered users. How's the root cause?

[Ron R]

Hi,

Same issue here. Can't download latest release. Also seeing "Request Processing Failed" error.

[Russ_V]

HI Ron, 

Thanks for reaching out to the Broadcom Community! 

To better assist you kindly open a ticket with Broadcom Customer care for assistance. 

Best,

Russ_V

[Chris Ovrid]

Hi, I have the same issue

[Russ_V]

HI Chris, 

Thanks for reaching out to the Broadcom Community! 

To better assist you kindly open a ticket with Broadcom Customer care for assistance. 

Best,

Russ_V

[Ivar Helland]

Hi, I logged a case yesterday, and got this answer:

Please note, there is a known download issue with the Endpoint Protection product group. The team are investigating this and we'll share an update as soon as available. 

------------------------------
Regards
Ivar
------------------------------

[Ivar Helland]

I received an answer from support today:

I received confirmation that the issue should be resolved now. 
Can you try / have you been able to complete the download in the meantime? 

I'm downloading at the moment :)

------------------------------
Ivar
------------------------------

[Ron R]

Hi,

Yes - issue is resolved for me as well :)

[Boussada Achref]

Hi Support, 

I have the same issue 

[Russ_V]

Hi Boussada, 

Thanks for reaching out to the Broadcom Community! 

To better assist you kindly open a ticket with Broadcom Customer Care for assistance. 

Or you can start a chat using these steps: 
https://knowledge.broadcom.com/external/article/202775/contacting-broadcom-support-through-chat.html

Best,

Russ_V

[Jimmy Julien]

Hi Support, 

I am experiencing the same issue when downloading products.

Would you please help?

Best regards,

-------------------------------------------

[Russ_V]

Hi Jimmy, 

Thanks for reaching out to the Broadcom Community! 

To better assist you kindly open a ticket with Broadcom Customer Care for assistance. 

Unfortunately, Support doesn't manage the Broadcom Support portal hence the reason why you need to contact Customer care. 

Feel free to reach them with one of the following links:
https://knowledge.broadcom.com/external/article/206567/contact-broadcom-support.html
https://knowledge.broadcom.com/external/article/202775/contacting-broadcom-support-through-chat.html
https://support.broadcom.com/web/ecx/software-contact-support

Best,

Russ_V

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