After changing password to login for support.broadcom.com account is locked out.

Products

• VMware SDDC Manager

Issue/Introduction

When attempting to log into support.broadcom.com after making a password update the account shows as locked.

Additionally attempting to connect to the SDDC manager online depot, it fails to connect.

Environment

This issue impacts all versions of SDDC manager that are configured to use the online depot.

Cause

Recent internal authentication mechanism changes may prompt a user to change the password to support.broadcom.com.  After making this change the user can no longer log in due to the account being locked.

This is caused due to the account being used both for the online depot login and the support.broadcom.com login. 

When the change is made on support.broadcom.com, it causes the passwords to mismatch.  When these passwords are mismatched the automated depot login will trigger an account lockout.

Resolution

After making the password change to the support.broadcom.com account, please also update the password on the SDDC manager following the process outlined here.

To avoid account lockout, it is essential to update the password in the SDDC Manager promptly after it is changed on support.broadcom.com.

Note : The SDDC Manager attempts to connect to the depot every 5 minutes. If invalid credentials are used more than 10 times, the account will be locked. Therefore, you must update the password in the SDDC Manager within 5 minutes of changing it on support.broadcom.com to prevent the account from being locked.