Error: "User is not active in system, please contact your admin" when accessing 'My Cases'

Products

• Support Portal
• Support Portal & Access Issues
• Global Customer Assistance

Issue/Introduction

When trying to access Wolken case management, you get the error: "User is not active in system, please contact your admin"

• Creating a technical case from the Broadcom Support Portal
• Accessing My cases page from the My Dashboard
• Accessing the Partner Case Management page

Symptoms:

• Cannot access cases
• Can't open new support cases
• Trouble accessing cases in Wolken

Cause

• The user has Basic account access and has not yet built their profile.
• The user has an Enterprise account but does not have access to a site ID
• The user has just added a site and is trying to access the Partner Case Management page.

Resolution

• Build or upgrade your profile on the Broadcom Support Portal. See Using your Broadcom Site ID(s) for full support portal access.
• If an Enterprise user, add your company Site ID. See, Adding Broadcom Site IDs to an existing Enterprise profile

Note: After building a profile or adding a Site ID to a profile, allow the data to synchronize before creating your case.

Additional Information

See also Finding your Support Site ID.