01-05-2011 06:57 AM
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
Solved! Go to Solution.
02-09-2012 12:04 PM
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
01-05-2011 12:04 PM
Try typing the product name e.g. Symantec Backup Exec ... The website should auto-complete you input.
01-06-2011 11:45 AM
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?
01-06-2011 12:47 PM
Isn't the product name Symantec Backup Exec System Recovery Server ? Give this one a try.
01-06-2011 01:56 PM
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
01-07-2011 05:54 AM
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?
01-07-2011 12:46 PM
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
01-07-2011 12:57 PM
So it would seem there is something wrong with my account
Thanks for your help
Any ideas on how to get help from Symantec?
01-08-2011 12:31 PM
Hm, maybe you could try calling Symantec support on the phone ?
01-10-2011 07:29 AM
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?
01-10-2011 02:13 PM
Where is this "Products & Maintenance" on mysupport.symantec.com ?
01-10-2011 02:33 PM
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
01-10-2011 03:56 PM
Hm, sorry i only have Home, Rewards Agreements and Support.
01-11-2011 07:22 AM
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
01-11-2011 01:04 PM
I'm a customer using BESR, not SEP. Why our pages look different - no idea !
01-13-2011 06:56 AM
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?
01-13-2011 12:18 PM
Really STRANGE things happen !
01-13-2011 01:59 PM
So I take it Symantec does not monitor this message board and it’s up to us to solve these issues?
01-26-2011 07:03 AM
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?
02-01-2011 09:47 AM
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.