VMware to Broadcom Support Frequently Asked Questions
Article ID: 278681
Updated On:
Products
Support Portal
Global Customer Assistance
Support Portal & Access Issues
VMware
VMware vSphere ESXi
VMware vSphere ESXi 5.0
VMware vSphere ESXi 5.x - View
VMware vSphere ESXi 6.0
VMware vSphere ESXi 7.0
VMware vSphere ESXi 8.0
VMware NSX Data Center for vSphere
VMware NSX for vSphere
VMware vSphere 7.0 with Tanzu
VMware vSphere Essentials Plus
VMware vSphere ESX 5.x
VMware vSphere ESX 6.x
VMware vSphere ESX 7.x
VMware vSphere ESX 8.x
VMware vSphere Foundation
VMware vSphere Standard
VMware vSphere Storage Appliance 1.x
VMware vSphere with Tanzu
vSphere with Tanzu
VMware Workstation 17.x Pro (for Windows)
VMware Workstation 16.x Pro (for Windows)
VMware Workstation Pro
VMware Workstation Pro 15.x (for Windows)
VM SUITE
VMware vCenter Server
VMware vCenter Protect 8.x and 9.x
VMware vCenter Server 4.x - View
VMware vCenter Server 8.0
VMware vCenter Server 7.0
VMware vCenter Server 6.0
VMware vCenter Server 5.0
Issue/Introduction
On May 6, 2024, all VMware Support portals (VMware Customer Connect, etc.) and related services, tools, and assets were migrated to the Broadcom Support Portal.
IMPORTANT: If Broadcom account activation fails or is unsuccessful, see VMware migrated users account activation issues
This article is intended to provide additional details regarding the changes in how VMware customers engage with Technical Support as a result of the Broadcom Inc. acquisition of VMware.
Resolution
Table of Contents
Support portal and account management
- General
- As a new user, learn about the various features of the Broadcom Support Portal and Broadcom Communities. See New user guide for the Broadcom Support Portal
- Account
- Gain access to Broadcom's support services - See Managing Broadcom Site IDs
- Create an account on the Broadcom Support Portal - See Register for an account on the Broadcom Support Portal and Communities
- Update account profiles - See Updating contact information for Broadcom Account profiles
- Account activation fails or is unsuccessful - See VMware migrated users account activation issues
- Site ID
- Unable to find my Site ID. See Find your Broadcom Support Site ID
- Request additional Site IDs. See Adding additional Broadcom Site IDs to an existing profile
- Login and passwords
- Login issues on the Broadcom Support Portal - See Cannot log in to the Broadcom Support Portal
- Reset support portal passwords:
- Login errors:
- User roles
- Upgrade your role to User Administrator. See Requesting the User Administrator role on the Broadcom Support Portal
- Multi-Factor Authentication (MFA)
- Reset MFA - See Resetting Multi-Factor Authentication (MFA) for the Broadcom Support Portal
- Not receiving MFA - See Not receiving the Broadcom Multi-Factor Authentication Code (MFA) code
Licensing
- VMware Licensing Transition to Broadcom
- Download VMware licenses - See Downloading Broadcom license keys
- Install or activate VMware licenses - See Broadcom licensing and entitlements FAQ
- Upgrade and Downgrade VMware License Keys
- Licensing folders
- How to create, edit, and manage licensing folders for VMware products. See Creating and managing Licensing folders for VMware products
- How to add, update, or revoke user access to licensing folders. See Managing Licensing folder user permissions for VMware products
- Licensing issues
- Unable to find licenses - See Unable to find licenses or products under My Entitlements on the Broadcom Support Portal
Downloading VMware products
- Download VMware product(s) - See the Downloading Broadcom products and software
- Download product-related files through FTP. See Downloading product FTP files on the Broadcom support portal using FileZilla and WinSCP
- Issues finding or downloading products:
- Cannot find a product entitlement to download my product(s) - See the following:
Case management
- Create, manage, and escalate cases
- Create and manage cases for VMware products - See Creating and managing Broadcom support cases
- Create and manage case views - Creating and customizing case views on the Broadcom support portal
- Escalate a case - See Raising concerns to escalate a case on the Broadcom Support Portal
- Close a case - See Requesting case closure on the Broadcom Support Portal
- Account management
- Upgrade from Basic Accounts to raise a case. See Using your Broadcom Site ID(s) for full support portal access
- Add alternative case contacts - See Adding alternative case contacts on the Broadcom Support Portal
- Case attachments
- Upload files to cases - See Uploading files to cases on the Broadcom Support Portal
- Download files from cases - See Downloading files from cases on the Broadcom Support Portal
- Change the severity of cases - See Changing the severity of the case on the Broadcom Support Portal
- Case issues
- Cannot find a product entitlement to raise a case. See Cannot find or download my Broadcom products
- "Grant not available" error - See Error: "Grant Not Available. Please contact admin" when accessing Broadcom case management
- Other
- Other questions regarding case creation and management - See the Broadcom case management FAQ
Education
- Unable to access or complete Broadcom Education courses on the LMS portal
- Broadcom Education offerings and contacts
Product Fulfillment
- Manage product fulfillment - See Fulfillment, provisioning, and enablement of Broadcom products on the Broadcom Support Portal
Notifications and subscriptions
- Get notified of critical alerts, security advisories, product advisories, and release announcements - See Subscribing to Broadcom product notifications and alerts
- Broadcom Service Status - see the availability of Broadcom's software products.
Partners
- Broadcom Partner Support contact information
- Broadcom Partner Support end-customer guide
- Create partner accounts - See the Partner account FAQ
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