VMware to Broadcom Support Frequently Asked Questions

Products

Support Portal Global Customer Assistance Support Portal & Access Issues VMware vSphere ESXi 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 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 Kubernetes Service 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 8.0 VMware vCenter Server 7.0 VMware vCenter Server 6.0 VMware vCenter Server 5.0 VMware vSphere ESXi 5.5

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.

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

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:
  - Resetting your password on the Broadcom Support Portal
  - Resetting your password on the Broadcom Support Portal via chatbot
- Login errors:
  - Error: "Password reset is not allowed for this user" Federated/SSO user login
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

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:
  - Cannot find or download my Broadcom products
  - Broadcom entitlements and licensing FAQ

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

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