"Not Entitled" message when downloading products from the Broadcom support portal

Products

• Support Portal
• Support Portal & Access Issues
• Global Customer Assistance
• VMware vCenter Server

Issue/Introduction

When downloading VMware software from the Broadcom support portal, you see the following:

• "Not Entitled" message when hovering over the download icon.
• The download icon is grayed out.

Resolution

• Ensure you have access to the Site ID with active maintenance contracts.

            If you do not see any Site ID in My Dashboard > My Entitlements, see Adding additional Broadcom Site IDs to an existing profile

            If you are a Basic user, see Using your Broadcom Site ID(s) for full support portal access

 

• Ensure you have an active license key for the version you are trying to download.

  You can validate the version of your entitled download by going to the License keys, refer to License key management for VMware products 
  
  
  
  In the above Example, the keys are for vSAN 7 Enterprise and vCenter Server 8. So, the system will allow you to download vSAN version 7 and vCenter 8 from the My downloads section.
  Note: If there is a requirement for a different version of software, you must downgrade or upgrade the license key. Refer to Upgrade and downgrade license keys for VMware products 

 

• Ensure you are accessing the correct product in the download section As per your entitled product. 

  You can validate the product from My entitlements > Select the product > Click on Contract Details
  
  
  
  
  In the above Example, the contract has VMware vSphere Enterprise Plus. So, The relevant Downloads will be available from the VMware vSphere Enterprise Plus folder 
  
  

• The Entitled download folder will show the License Icon

  

For vCenter Server and ESXi downloads, see Instructions to find Product Downloads, OEM custom images, Patches and Add-ons in the Broadcom Support Portal

 

Additional Information

For further assistance, contact Broadcom Customer Care.