Unable to see option to raise cases and unable to download patches

[ashwanitalreja]

Hi Team,

I do not get option under support to raise any cases or view any cases. I had registered with my Products Serial Number.

Also unable to download patches as it gives me below error.

Can you please sort out this issue. I would need to download latest version of Authentication Manager and upgrade. Also, I would need to raise a case for support.

Thanks

Ash

[YasmineDowidar]

Hi @ashwanitalreja , 

Thanks for reaching out! We are looking into your issue and we will get back to you ASAP.

Thanks,

Yasmine

[Rick_Linn_USAA]

I also have the same issue as Ash.  Was previously able to raise cases and download releases for install.  We wish to install 6.9 SP1 Patch 4. 

Thanks,

Rick Linn

USAA

rick.linn@usaa.com

[DarrenW]

Try this link.  https://community.rsa.com/case-portal

I have the same access issue getting to case management but this link worked for me.

[MohitVerman]

Hi @ashwanitalreja, @Rick_Linn_USAA 

Sorry for the delayed response as we were piled up with lot of other cases as well.

However, I have given you access to download the patches: https://community.rsa.com/t5/rsa-authentication-manager/tkb-p/authentication-manager-downloads

Moreover you should also be able to raise support cases by navigating in main menu as Support -> Case Portal -> Open a new case.

https://community.rsa.com/t5/custom/page/page-id/choose-support-case-type

Let us know if you still face issues etc. and we would be happy to help you out. 

@DarrenW Thanks for jumping in. Check out the above link too as this may help.

Thanks

Mohit Verman

[ashwanitalreja]

hi @MohitVerman 

I'm able to open support portal but unable to raise a support case. When I try to submit I get this error.

I have an upgrade scheduled for tomorrow for which I need to raise an on call support.

[jeffshurtliff]

Hi @ashwanitalreja,

I apologize for the inconvenience this has been for you.  I am working with @MohitVerman to thoroughly review the issues you experienced so that we can get them resolved as quickly as possible.

In the meantime, it does look like--despite the error message--your support case was created as #01775166.  A Technical Support resource will be reaching out shortly regarding the on-call support request.

Thanks!
Jeff

[ashwanitalreja]

Hi @jeffshurtliff @MohitVerman 

I did receive an email about it from a support technical engineer from somewhere in australia requesting my serial number which i sent across but I have not heard back.

The upgrade change is ongoing right now and I need support. I cannot view my cases from portal and no one from support has come back to me.

Not happy at all with this level of support and issues.