SuperAdmin Group Missing in Symantec VIP Manager – Resolution and Re-Provisioning

Products

• VIP Service

Issue/Introduction

In rare scenarios, Symantec VIP tenants may not display the SuperAdmin group in the VIP Manager. The SuperAdmin group is a system-created group that provides full administrative privileges and is critical for managing users, admins, configurations, and other tenant-level settings.

This group is created by default when a tenant is provisioned and cannot be deleted through the UI or API. However, due to unforeseen provisioning or backend issues, it may not appear in the Symantec VIP Manager.

Symptoms

• The SuperAdmin group is not listed under Users & Administrators > Admin Groups.

• Attempting to manually create an admin group with the same permissions does not allow user assignment.

• Admins added to manually created groups do not gain full SuperAdmin privileges.

• Attempts to assign users to the manually created admin group fail or the "Add Member" button is unavailable.

Environment

Symantec VIP Manager

Cause

This issue occurs when the SuperAdmin group is not correctly provisioned during tenant creation or gets disconnected from the backend mapping logic.

Resolution

If you notice the absence of the SuperAdmin group in your VIP tenant:

1. Gather the following information:

   • Tenant name/ Org name

   • Tenant JHash ID

   • Admin email requesting the fix

   • Screenshot of the Admin Groups view showing the missing SuperAdmin group (optional)

2. Submit a support case to Broadcom Technical Support and include the details above.
   Reference this article and request SuperAdmin group re-provisioning.

3. Once re-created, Support will:

   • Add the requested admin(s) to the SuperAdmin group.

   • Notify the customer when the group is active and functional.

Additional Information

If you are unsure whether the SuperAdmin group is missing or need help submitting the request, please contact Broadcom Support with your tenant details.