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 ?

[Torsten Knorr]

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