Login issue with Support portal via CloudHealth platform

CloudHealth

Before proceeding with any of these steps please ensure that you've built out your Support Profile via https://profile.broadcom.com/web/registration and have linked it to your companies Site ID via - Using your Broadcom Site ID(s) for full support portal access

To access the Broadcom Support Portal from CloudHealth when your site is Federated (using Single Sign On for CloudHealth).

Follow these steps -

First sign in to CloudHealth via Single Sign On - typically by entering your email address at https://apps.cloudhealthtech.com/login and being redirected to your IDP, or launching the connection via your Identity Provider via an IDP initiated connection.
Once you have completed the Single Sign On process and are redirected to the CloudHealth platform, to access the Support Platform navigate to the top navigation bar and select -
From the menu then select the Support option highlighted -
You will be redirected to - https://support.broadcom.com/ at which point the existing session you have from signing in via Single Sign On for CloudHealth will allow you access.
If you encounter an issue with Step 4 please refer to the Resolution section for common problems, and how to identify and resolve each.

Please find the list of common errors alongside the steps to take to identify and resolve

Your user <email address> could not be logged in. Your contact name is incomplete or invalid.

This error indicates that your identity provider isn’t providing a firstName, or lastName as part of the SAML token generated and sent to CloudHealth.
To confirm this please ask CloudHealth Support to validate your record within the Support Portal backend.
If CloudHealth Support confirms that the Name field is indeed blank please have your IDP Administrator confirm that the following claim rules are setup for the CloudHealth SAML application:

Example Azure (Entra ID) claim rules below:
If these claim rules are setup for the application, please have your IDP administrator confirm that the source attribute for that claim is configured for your user -

See example of these fields not being configured in (Entra ID) -

If this is the case please have your IDP Administrator populate these fields, and then close your browser and complete the sign in process for CloudHealth via SSO and re-attempt accessing the Support Portal.
If issues persist past Step 4, please capture a SAML trace when signing into CloudHealth via - How to gather a SAML trace and pass this back via the Support Ticket.

You may encounter this issue if your CloudHealth email ID differs from that email registered against your Site ID within the Support Portal.
In order to confirm this please pass your CloudHealth email through to Support, and they’ll validate that the email is linked to your Site ID and provide further steps as needed.

If encountering this issue the customer will need to run through the process described within CloudHealth - SSO Sign in issue - process returns either - "Account Locked" or "No Verified Credentials found" to unlock their account.
Following the Locked state being updated for the account, the user will be able to access the Support Portal successfully.

Note: All users moved to this Locked state as of February 2025 when the Support Portal migrated to AuthHub. If this process wasn’t carried out at this time they will have remained in a Locked State.

Password Reset not allowed for this user.

If encountering this issue it may be caused due to the TTL on the CH SSO token not aligning with the TTL on the Support Portal SSO Token.
To validate if this is the cause of your issue, and resolve please close down your browser entirely.
Open a new browser and sign into CloudHealth via Single Sign On, once signed in please then launch the support portal via -

From the menu displayed then select -
If the TTL issue is the cause you’ll find that the Support Portal now signs you in successfully.