Error: Backend Storage not available or invalid Directory

Products

• Support Portal

Issue/Introduction

Trying to upload files to cases on the Case Management portal via Broadcom Support Portal and receiving the error: Backend Storage not available or invalid Directory

 

Cause

The error occurs due to below issues:

1. Customer has upgraded his profile from Basic User to Enterprise User recently and trying to access a case from the portal under his name or his company site id
2. Client/End User's Network team has disabled the File Upload ports i.e. Port 21 & 22 due to security reasons.
3. If user is Federated user and using his/her SSO/IDP credentials instead of generating the Temporary Credentials via Generate Access Credentials

Resolution

Customer(s) have to follow the steps below to avoid the error message while uploading files to cases

• Please be sure you have access to the site ID under the case was created. If not, please enroll to the site id using the instructions : Add additional Site IDs to your profile (Existing User)
  
  
• If you have got access to Broadcom portal after upgrading you account from Basic access to Enterprise access with company site id, make sure you wait for at least 30 mins so your profile has been updated successfully in our backend. 
  
  
• You can check with your internal It team or Network team whether the ports 21 & 22 are been disabled or deactivated by the team for security reason, if so, can it be enabled.
  
  
• If you are SSO/IDP user, logged in via clarity URL/Rally (via Rally Tile or link you use to access Rally via Federation)/Cloud Portal URL (Based on your company product contracts) with your credentials, you will need to use the Generate Access Credentials option available on Broadcom portal to upload file (If prompted while file upload) 

 

Additional Information

Should you need any further assistance, contact Broadcom Customer Care