Can't download due to special character in my name (which I can't change)

[koenig]

When I try to download Fusion from Broadcoms site, I get a pop-up that says "Prior to downloading this file, additional verification is required.". Fair enough, I click "yes" and get a form that is prefilled with my name and email, and I just have to add my postal address. I do that and press submit and get the error message "Numbers & special characters are not allowed"

The problem is obviously that my name is not allowed, I.e., I have a hyphen I my first name and that is not acceptable. Furthermore is that field non-editable and so is my name in my account and I have had a VMware account since donkey's years and this have worked in the past.

What should I do? I have re-formatted my Mac and have to install everything anew and have not previously had any problems with VMware Fusion.

Very odd. I have machines that I just now can not run, which is a bit frustrating, to say the least, and all help is welcome.

[koenig]

The problem seems to be in the Trade Validation form that does not accept names that otherwise is OK with Broadcom. An annoying incompatibility, you'll agree.

The question is valid but I realised that the easiest solution was to register a new account, this time without a hyphen in my name, and I have down succeeded in getting Fusion back on my computer.

[LibA]

I fell in similar issue when first trying to download the last pro version. The problem was related to something pending unprocessed in the profile settings. I got it solved by the Broadcom service team on a phone call: they managed it quickly.

[Marc-Antoine Massicotte]

Using the Chrome web browser, I was able to temporary hack the page using the Chrome developer tools (Three vertical dots => More Tools => Developer Tools). Once the "developer tools" tab is shown, press <Ctrl>+<Shift>+C to select the "Name" text box. In the HTML code, you'll see the word "disabled". Change it to "enabled". Replace the invalid character(s) in your name by space(s). Change back "enabled" to "disabled" and then, submit the form.

[Technogeezer]

The new Broadcom support and community sites work a lot differently than their old VMware counterparts. Some of that is due to differences in back-end platforms, and others are due to Broadcom policy differences from VMware. 

Anyone experiencing issues like this might want to look at the following blog post over in the Water Cooler community:

https://community.broadcom.com/blogs/julia-klaus/2025/05/25/trouble-downloading-fusion-or-workstation-account?CommunityKey=f92efc9f-0875-4c00-ad19-f20b3185f059

It links to some tech notes that describe some things that get accounts "stuck" awaiting verification and what to do about it. 

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- Paul (technogeezer)
vExpert 2025
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[Marc-Antoine Massicotte]

Hello Technogeezer, thanks for the link.

Unfortunately, I already tried all the suggested steps, without any success. 

I tried to create a case in https://support.broadcom.com/web/ecx/software-contact-support. However, when I clicked on "Open New Case" in "Case Management", I got the following error: "Error / Inactive User or UserName not found.", even if I'm logged in. Therefore, it becomes quite complicated to ask for "support" if you cannot send any request...

It looks like I need a "Site ID" to "Build my Profile" and then, I should be able to edit my name in my "Profile" (remove the hyphen in my name). I don't have a "Site ID" and I was unable to open a "New Case". So, I was in a dead-end.

For the moment, hacking the form that follows the "Prior to downloading this file, additional verification is required" step with the "Chrome Developer Tools (<Ctrl>+<Shift>+I)" did the trick (see my previous message above). I was able to pass the "verification form" and then, download VMware Workstation Pro.

https://knowledge.broadcom.com/external/article/368737/

"Note: At this time, the option to edit your name is unavailable in the "My Profile page" of the Broadcom support portal.
Our teams are aware of the issue and actively engaged in resolving this issue for all customers."

Have a nice day! :-)

[Technogeezer]

At this point I would make a phone call to Broadcom's support organization. On the "Contact Support" page, you;ll see this:

and this -- if you need the non-US contact numbers

Ask for assistance on web site access issues, not a technical support case for Fusion or Workstation. 

 From what Broadcom is telling me using the chat feature (which I found isn't very useful) or a phone call (which I've used successfully) is the way to get this solved.  As a basic account user (without a Site ID), you won't be able to open a case via the web portal. Site IDs are only given to customers that have a subscription (or legacy unexpired support contract). 

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- Paul (technogeezer)
vExpert 2025
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