03-25-2013 05:50 AM
This portal used to work fine for me but now when I log in (after not having used it for many months) it will not let me view (manage) cases. Instead I a screen prompting me to update my customer data (see attached screenshot). If I do complete my customer information and click "submit" it will not allow this until I make a selection from the right side of the screen from the "Problem Information" (to select a tech support issue or non-tech support issue). If I make a selection and input an actual issue and submit then when I return to the mysymantec portal and try to "Manage Cases" I get this same page again, prompting me to update my customer information. So I am stuck in a loop and unable to view my cases. I found an old post on this same topic here https://www-secure.symantec.com/connect/forums/mysymantec-portal-buggy but the resolution to that person's problem was not listed. Any ideas what would cause this???
03-25-2013 08:57 PM
What IE version are you using ?
you can create case
How to create a new case in MySymantec
Phone numbers to contact Tech Support:-
Regional Support Telephone Numbers:
Additional contact numbers: http://www.symantec.com/business/support/contact_t...
03-26-2013 06:50 AM
To answer your question I am using IE 8, Firefox 17, Firefox 19 and IE 9 (accessing the portal from 4 different computers spread accross 2 different internet providers).
Thanks for the instructions on how to create a case in MySymantec, I already know how to do this. If I attempt to view my case via "Manage Cases" I cannot - I am stuck in a loop on your website.
Thanks also for providing me with the phone numbers for support but I shouldn't have to use that since Symantec also provides support via the MySymantec portal and via email, and I have chosen to use that method for support.
04-01-2013 04:58 PM
The only thing that fixed this issue for me was having my SymAccount reset. I was going back and forth between tech support and customer support without any luck so I ended up giving my local Symantec SE a call. He had someone reset my SymAccount after which all was well. Hopefully Tech Support can handle this task now but at the time, they were clueless.
04-02-2013 10:40 AM
After contacting symantec they did indeed get in touch with me and do some magic on their end and now I am no longer stuck in that endless look of having to re-confirm my information. I am glad they solved it!