Log Assist fails to send logs with error "Support Case ID not found" in VCF Operations

Products

• VCF Operations

Issue/Introduction

In VCF Operations, the Log Assist feature fails to upload support bundles to Broadcom Support. Despite Log Assist being enabled on the Cloud Proxy and showing a "Connected" status, the upload fails with the following error message:
Support Case ID not found, please check and try again

The following configurations were validated:

• Log Assist is enabled on the Cloud Proxy.
• The instance is registered and the reporting mode is "Connected."
• Relevant objects are correctly selected under Infrastructure Operations → Configurations → Log Assist.
• Connectivity to eapi.broadcom.com and vcf.broadcom.com over port 443 is successful.

Environment

VCF Operations 9.x

Cause

VCF Operations instance is registered under a specific Site ID that does not match the Site ID where the support case was opened. Log Assist validation requires that the Case ID provided belongs to the same Site ID associated with the product registration.

Resolution

To resolve this issue, ensure the support case and the product registration share the same Site ID:

1. To Identify the Site ID to which the VCF Operations instance is currently registered., Login to VCF Operations UI and Go to  License Management > Registration.
2. Open a new support case under the same Site ID as the product registration.
3. Attempt the Log Assist ( Administration → Control Panel → Log assist) upload again using the new Case ID.
4. Alternatively, if the product is registered to the wrong Site ID, contact Broadcom Support to discuss re-registration options.

Additional Information

Refer Diagnostics Log Assist for Broadcom Cases for additional information.