You see the error, "Error: Inactive User or UserName not found" under the following circumstances:
Symptoms:
Build or upgrade your profile on the Broadcom Support Portal. See Using your Broadcom Site ID(s) for full support portal access
After building a profile or adding a Site ID to a profile, allow the data to synchronize before creating your case.
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.