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Who supports MySymantec website?

Under Products and Maintenance no current products are listed only products from 2007

also i get errors when trying to create case

Submit the Case

" Your attempt to submit a case to Symantec has failed due to an invalid Product/Version. You can check the product/version and resubmit the case, or contact technical support Symantec Technical Services"
 

Who do I contact?


And how to select the correct Product name to get to correct queue for the correct support 

1 Solution

Accepted Solutions
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Accepted Solution!

There back

 

They fixed all my products from 2007 and up are here

This makes it nice and easy to keep track of product key and serial numbers

View solution in original post

61 Replies
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Try typing the product name

Try typing the product name e.g. Symantec Backup Exec ... The website should auto-complete you input.

been there done that!

First I tried

STEP 1

Select a Category

Product name: Backup Exec System Recovery Manager Option

Product version: 10.0

Platform: Windows Server (x86)

Platform Version: Enterprise Edition (x86)

STEP 2

Provide Details

No changes I just clicked Yes – continue to create this case.

Then I get this error

 

“Submit the Case

 

 Your attempt to submit a case to Symantec has failed due to an invalid Product/Version. You can check the product/version and resubmit the case, or contact technical support Symantec Technical Services”

 

So I did click Symantec Technical Services

After spending 90minutes with tech support we found the version was

Backup Exec System Recovery 2010 Installer SP1 Version 9.0.1

 

So I tried to create a case for the version 9.0.1

 

STEP 1

Select a Category

Product name: Backup Exec System Recovery Manager Option

Product version: 9.0

Platform: Windows Server (x86)

Platform Version: Enterprise Edition (x86)

STEP 2

Provide Details

No changes I just clicked Yes – continue to create this case.

Then I get this error

 

“Submit the Case

 

 Your attempt to submit a case to Symantec has failed due to an invalid Product/Version. You can check the product/version and resubmit the case, or contact technical support Symantec Technical Services”

 

I tried different versions of BESR2010

 

STEP 1

Select a Category

Product name: Backup Exec System Recovery Desktop Edition

Product version: 2010 .2 SP2

Platform: Windows Server (x86)

Platform Version: Enterprise Edition (x86
 

still no luck?

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Isn't the product name

Isn't the product name Symantec Backup Exec System Recovery Server ? Give this one a try.

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Same error

I tried Backup Exec System Recovery Server 

same error


 Submit the Case
 Your attempt to submit a case to Symantec has failed due to an invalid Product/Version. You can check the product/version and resubmit the case, or contact technical support Symantec Technical Services

 

Return to MySupport Home  

 

Thanks for trying

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Who supports MySymantec website?

I don’t know if it’s me selecting inappropriate options
If there is a problem with my account
Or is there a problem with MySupport.com?
I would like to find out but how who do I call
All support contacts point to product support no support for MySupport.com?

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So for this combination i

So for this combination i could successfully file a case:

Category: Backup up

Product: Backup Exec System Recovery Server Edition

Version: 2010

Platform: Windows Server 2003 R2

Platform VersioN: Standard Edition (x86)

 

Agent: Backup Exec System Recovery Management Solution

Agent Version: 2010

 

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Thanks for confirming

So it would seem there is something wrong with my account
Thanks for your help
 


Any ideas on how to get help from Symantec?

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Hm, maybe you could try

Hm, maybe you could try calling Symantec support on the phone ?

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Got some help from Symantec

I did get contacted from Contact Center Support Team via email

He escalated the case to there next level team and the issue is now partially resolved

They got Backup Exec System Recovery Manager Option working but Backup Exec System Recovery Desktop Edition still not working

 

Also under Products & Maintenance tab no current products are listed

Only products from 2007 how to get this updated?

 

Do your Products & Maintenance list current products?

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Where is this "Products &

Where is this "Products & Maintenance" on mysupport.symantec.com ?

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Top of page

on my page of MySymantec.com there is a black bar at the top of the page with serverial labels on it

Home Rewards Agreements Products & Maintenance Rewards Support and Access Management

when i click on Products & Maintenance

it seems i have to click it twicw then i get Products
Welcome to the MySymantec Products view. Licenses associated with your MySymantec account are listed below. Select a product on the left to view the detailed license information.

and on this page i can see i have Endpoint Security and all the License information fot 2007

 

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Hm, sorry i only have Home,

Hm, sorry i only have Home, Rewards Agreements and Support.

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That’s strange

I don’t understand do you work for Symantec or are you a customer?

Do you have the Symantec Enterprise Protection Suite?

I don’t understand why my site is so different

Could I be beta testing for Symantec because BESR2010 does not seem ready for production environment

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I'm a customer using BESR,

I'm a customer using BESR, not SEP. Why our pages look different - no idea !

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i did get some help

Some how support was able to partially help it seem’s a I can create a ticket for BESR management solution but not for BESR desktop?

Same error invalid Product/Version 

 

Also I got another email from “Contact Center Support Team”

And they are trying to understand my other issue with Products & Maintenance tab

They don’t seem to understand I could not have purchased BESR2010 and Backup exec 12.5 in the year 2007 ODD?

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Really STRANGE things happen

Really STRANGE things happen !

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No Symantec Support

So I take it Symantec does not monitor this message board and it’s up to us to solve these issues?

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Can not create cases

When I try to create a case I get this error 

MySupport Application Error 

The MySupport application has encountered a program error. You can either try again or contact  Symantec Technical Services 

Thank you for your patience.

 

It seems I have to call in my cases

I just tried and they sent me to wrong support

I told the operator I had BESR2010 and sent me to BE2010

An hour of time waited I can not afford just getting to support

How can support call them selves tech support if they don’t know anything about the product they are supporting?

 

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Help symantec SUPPORT

Can not create cases

When I try to create a case I get this error 

MySupport Application Error 

The MySupport application has encountered a program error. You can either try again or contact  Symantec Technical Services 

Thank you for your patience.