CloudHealth - SSO Sign in issue - process returns either - "Account Locked" or "No Verified Credentials found"

Products

• CloudHealth

Issue/Introduction

As of 21/1/25 Broadcom has performed a recent migration regarding the Support Portal. We've found that some users that make use of Single Sign On for CloudHealth are encountering error messages when signing in and hitting the https://access.broadcom.com/ step of the redirect as part of the SSO process with error messages - "Account Locked" or "No Verified Credentials found".

Resolution

To resolve the issue please capture the email address you're making use of within CloudHealth (Note: this will sometimes differ from the address you use to authenticate against your IDP). If you aren't sure of that email address please log a ticket with CloudHealth Support who will be able to capture this email and pass it back. 

To then resolve the issue please follow these steps - 

1. Navigate in a new browser tab to - https://support.broadcom.com/web/ecx and select the login option - 
   
   
   
   
   
2. You will then be prompted to enter an email address, please enter the email address associated with your CloudHealth account (keep in mind this may differ from the address you use to authenticate to your IDP - if you're not sure as mentioned above please log a ticket and CloudHealth support can pass this value back to you. 
   
   
3. From there you will receive a notification that the account is locked - select the Unlock Account option.
   
   
   
   
4. You will then receive a prompt to reset your password via an email to that address e.g. - 
   
   
   
   
5. This email when delivered will contain a link that will allow you to define a new password for that account within AuthHub and unlock it see example email below - 
   
   
6. The section to enter the new password will appear as so below - 
   
   
7. If your Broadcom Account was an Enterprise Level Account (i.e. associated with one or more support site IDs) you'll also be required to enable Multi-Factor Authentication (MFA). 
   
   
8. Select your preferred MFA option to complete your account migration.
   
   
   
   
9. Now that the account is unlocked you should be able to proceed with signing into CloudHealth as normal, you may be prompted for MFA when landing on - https://access.broadcom.com/ CloudHealth are currently in discussions with the team behind AuthHub on if this requirement for MFA can be removed. 
   
   
   
10. If sign in issues persist after following this process please log a ticket with CloudHealth Support.