Products missing from My Downloads despite active entitlements in Broadcom Support Portal

Products

• Support Portal
• Support Portal & Access Issues

Issue/Introduction

Expected software titles are sometimes absent from the My Downloads selection list. This occurs even when the products are visible under the My Entitlements page and are available for selection during case creation. Users may find they can open a technical support case for a product like Autosys but cannot locate the installation media within the download portal.

Cause

Broadcom portal permissions are granular. A User Administrator can grant "Download" access while restricting it to specific product divisions. If a user is granted access to the "VMware" division but not the "Enterprise" division, products like Autosys will not appear in the search results or download lists. No error message is displayed; the products are simply hidden from view.

Resolution

To view the missing products, the internal Site ID User Administrator must update the user's permissions to include the relevant division.

1. Identify the internal User Administrator for the Site ID.
2. Request the administrator verify the Division Access settings for the account.
3. The administrator must ensure the "Download" action is checked for the specific division required (e.g., Enterprise Software for Autosys, or Cyber Security for Symantec).
4. After the administrator saves the changes, log out and log back into the Broadcom Support Portal.
5. Search for the product again in the My Downloads section.

Additional Information

• User Administrators: Refer to Manage user permissions and Site ID access for steps on managing division-level entitlements.