Password reset email delivery delays or failures for Broadcom Support Portal

Products

• Support Portal
• Support Portal & Access Issues

Issue/Introduction

Users attempting to reset password for the Broadcom Support Portal may experience significant delivery delays or fail to receive emails entirely. This often occurs when corporate mail gateways (e.g., Mimecast, Proofpoint) defer or block automated messages.

Symptoms

• Password reset emails are not delivered to the inbox.
• Email headers show a "deferred" status.
• Mail server logs indicate errors such as: 451 Internal resource temporarily unavailable.
• Significant time gap (e.g., 10+ minutes) between the system trigger and delivery.

Environment

• Broadcom Support Portal
• Corporate Mail Gateways (Mimecast, etc.)

Cause

Automated Broadcom emails may be flagged as suspicious or "greylisted" by organizational security policies, leading to temporary deferrals (451 errors) or outright blocks if Broadcom's infrastructure is not explicitly trusted.

Resolution

To resolve delivery delays and failures, ensure your IT or Network team whitelists the following infrastructure:

1. Whitelist Domains:
   • access.broadcom.com
   • broadcom.com
     
     
2. Allow Sender Addresses:
   • [email protected]
   • [email protected]
   • [email protected]
     
     
3. Allow Email Relay:
   • relay.smtp-ext.broadcom.com
     
     
4. Verify Gateway Settings:
   • Check for "Greylisting" policies that may be deferring Broadcom emails.
   • Ensure the firewall allows traffic from Broadcom's public IP ranges if IP-based filtering is used.

Additional Information

Not receiving the Broadcom Multi-Factor Authentication Code (MFA) code

Should you need any further assistance please contact Broadcom Customer Care