Self-Service tips for Broadcom
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Self-Service tips for Broadcom

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Article ID: 249645

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Updated On:

Products

Support Portal Endpoint Protection Data Loss Prevention CA Agile Central On Premise (Rally) CA Agile Central SaaS (Rally) Gen Datacom CA Workload Automation AE CA Workload Automation DE Clarity PPM On Premise Clarity PPM SaaS 24X7 High-Availability Manager for DB2 for z/OS Email Security.cloud CA Unified Infrastructure Management On-Premise (Nimsoft / UIM) CA Unified Infrastructure Management SaaS (Nimsoft / UIM) DX Unified Infrastructure Management (Nimsoft / UIM) ServiceDesk CA Service Desk Manager Licensing - Symantec Products Licensing-CA CA Spectrum CA Process Automation Power Pack for Spectrum, IM, and BMC Remedy ACF2 ACE CA Single Sign-On

Issue/Introduction

Self service tips on how to search for known Broadcom articles, community posts, and documentation. 

Resolution

Identify the problem

Identify the problem including errors from the UI and logs to help in more in-depth searching.

Search from the Broadcom Support Portal

This is the recommended way to search. 

  1. Log in to https://support.broadcom.com/.
  2. Type in your search criteria and click Search.
    Example searches:
    • sannav download
    • cleanwipe download
    • licensing
    • uninstalling the symantec endpoint protection client

Example screenshot below:


Filter setup

Sources

  • By default, search results include all self-service types including knowledge articles and documentation.
  • On the left-hand side of the page under Sources, check Knowledge Articles to search specifically for knowledge articles.

Product

  • By default, only products you are entitled to are selected in the filter. Make sure you add each applicable product to your filter.
    Example: If you are a Clarity On Premise customer, it's recommended to also select Clarity SaaS as most articles will pertain to you as well.
    To do this: 
    1. In the Product field, search for your Product (i.e. Clarity)
    2. Check the check box next to the additional product(s) you want to add
  • You can also clear all search filters to see all results.

Search by latest updated/available content

There are a couple of features available if you want to find the most recently updated content, which can be beneficial if you believe your issue is new or want to see the latest content first. 

Sort by Updated Date

This option displays results first based on the content's updated date versus the most relevant content. 

  1. On the right-hand side, click on the Sort By Relevance drop-down.
  2. Select Sort By Updated Date.

Filter on Updated Date

This option ensures you still keep relevant content first in your search results. 

  1. To filter on the updated date, look for the Updated Date section on the right-hand side
  2. Select the radio button for the time period you want to filter on:
    • All Time
    • Past Year
    • Past Month
    • Past Week

Note: If you don't see one or more for the last 3 options, this means there is no content last updated in that period. 

Advanced Search

For tips on using the Broadcom advanced search to optimize search results, see Advanced search options on the Broadcom Support Portal.

Other Search Engines

You can also search from Google, adding site:https://knowledge.broadcom.com/  to your search string will help narrow this down to Broadcom-related KBs.

Example search phrase 1:

      site:https://knowledge.broadcom.com/ Endpoint Protection
     
Example search phrase 2:

     site:https://knowledge.broadcom.com/ endpoint protection ErrorCode: 0x10010000

Additional Search Tips

  • Search using multiple keywords as well as error messages from multiple areas including:
    • User Interface (UI)
    • Developer tools
    • Logs
  • Adding the product name to your search criteria may help narrow down a search
  • To search for issues impacting a specific release add the release to your search string.
    Example: "endpoint protection error 14.3".
    Notes:
    • The string will return knowledge articles that are either impacted by an issue on a particular release or where an issue/enhancement is added to that release.
    • It may not include all related knowledge articles, particularly those that impact multiple or all releases. 
  • You may need to search for both abbreviations and full words. Example below: 
    • For Load DWH, may have to search on “DWH” and “Data Warehouse”.

Documentation

It's recommended to search documentation using the search tips above. Tech Docs is included as one of the available sources and this ensures that your search includes all sources such as knowledge.

Below are tips to optimize search within Tech Docs if there is something specific to the documentation you are looking for such as release notes or compatibility information.

Searching

  1. Go to the Tech Docs Portal homepage.
  2. Search for and select your product from the product search box.
  3. Click on a tile on your product's homepage or search using the search box in the top right-hand corner.
  4. If there are multiple versions available for the page, you can click on the version drop-down and select your specific release.

     

Feedback

If you want to submit feedback on a Tech Docs page:

  1. Scroll down to the bottom of the page.
  2. Click on Content feedback and comments.

Communities Forum

Search

  • It's recommended to search communities using the search tips above as communities are included in the search results. This ensures that your search includes all sources where an answer may be found including knowledge base articles. 
  • To search specifically within communities:

Ask a question

If you can't find an answer in searching, you can reach out to your product's community for help.

  1. See Communities Home for more details on how to join your community. 
  2. Go to the My Communities tab to select your community. 
  3. Once you are in your community, click the 'Ask the Community' button to ask your question. 

Additional Information

See also: