Inactive User or UserName not found - Case management

Products

• Support Portal
• Licensing - Symantec Products

Issue/Introduction

Getting Error: Inactive User or UserName not found. While creating a technical case from the Broadcom support portal, My entitlements page with the support partner.

 

 

 

Cause

Possible causes:

1. User has basic access and has not yet built their profile.
2. The user has just added a site and is trying to access the Partner Case Management page.

Resolution

               1 - Users can Build/upgrade their profile by following the steps at Manage Broadcom Site IDs or upgrade your account
               2 - After Building the profile/Adding site id to the profile, Please allow the data to synchronize before the system allows you to create the technical case.

                 If the issue persists even after 6 hours, create a Non-technical case with the Broadcom Customer care team using the web form.

Additional Information

Contact Partner Support:

For customers who obtain support through a Certified Broadcom Support Partner, click here to locate your Partner Support contact information.