Error: "Inactive User or UserName not found" when creating Broadcom cases or accessing entitlements

Products

• Support Portal
• Licensing - Symantec Products
• VMware
• Enterprise

Issue/Introduction

You see the error, "Error: Inactive User or UserName not found" under the following circumstances:

• Creating a technical case from the Broadcom Support Portal
• Accessing the My Entitlements page
• Accessing the Partner Case Management page

Symptoms:

• Cannot access cases
• Can't open new support cases
• Trouble accessing cases in Wolken

Cause

• The user has Basic account access and has not yet built their profile.
• The user is an Enterprise user without access to a Site ID
• The user has just added a site and is trying to access the Partner Case Management page.

Resolution

• Build or upgrade your profile on the Broadcom Support Portal. See Using your Broadcom Site ID(s) for full support portal access

• If you have an Enterprise user profile, See Add Site IDs to your profile

  
  
  Note: After building the profile or adding a Site ID, allow up to an hour for the data to synchronize in the systems.
  
  
  If you need assistance locating your site ID, refer to Find your Broadcom Support Site ID

Additional Information

If the issue persists after several hours, contact Broadcom Customer Care.

For customers who obtain support through a Certified Broadcom Support Partner, contact your partner.