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Cannot open a case
I am trying to open a new case, but when I click on the final "Submit" button, I come back to the same page, and the button is greyed out. No case is registered.
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- Product Manager
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Re: Cannot open a case
Hi Per
Product management does not manage the my.veeam.com webportal.
Have you tried another browser or deleting your cache?
If so, please try to open a General Inquiry case and describe your issue you have with the case portal.
This will help to get the right team involved.
Best,
Fabian
Product management does not manage the my.veeam.com webportal.
Have you tried another browser or deleting your cache?
If so, please try to open a General Inquiry case and describe your issue you have with the case portal.
This will help to get the right team involved.
Best,
Fabian
Product Management Analyst @ Veeam Software
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Re: Cannot open a case
I have tried it in two different computers using MS Edge Chromium in both cases.
But I will try the General Inquiry. Thanks!
But I will try the General Inquiry. Thanks!
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Re: Cannot open a case
I deleted cache and cookies, but to no avail.
The General Inquiry, with Severity 4, worked. In my case I used Severity 3, if that has something to do with it. Or the fact that I added logs. We'll see what they say.
The General Inquiry, with Severity 4, worked. In my case I used Severity 3, if that has something to do with it. Or the fact that I added logs. We'll see what they say.
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Re: Cannot open a case
Thank you.
Keep me updated about the general inquiry case. If they cannot help you to get the technical case ticket working, I can ask support management to have a look at your user account.
Best,
Fabian
Keep me updated about the general inquiry case. If they cannot help you to get the technical case ticket working, I can ask support management to have a look at your user account.
Best,
Fabian
Product Management Analyst @ Veeam Software
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Re: Cannot open a case
I have the same problem, can't open a case. Same problem with or without logs, and as Technical Support or as General Inquiry. I've emailed my account manager for assistance since we can't get through on the phones without a case ID.
I think I may have self-resolved my issue, hopefully. Fingers crossed.
I think I may have self-resolved my issue, hopefully. Fingers crossed.
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Re: Cannot open a case
Hi Steve,
Just to clarify: did you try to contact our support team by phone (look under "Technical Support Phones") to open a new case?
Thanks!
Just to clarify: did you try to contact our support team by phone (look under "Technical Support Phones") to open a new case?
Thanks!
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Re: Cannot open a case
Just noting this happening to me too... the final "submit" button on a tech support case turns grey.
I can open a "general inquiry" however.
-Andrew
I can open a "general inquiry" however.
-Andrew
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Re: Cannot open a case
Hi Andrew
I will report it to support management. I'll report back if we have currently a known issue.
Best,
Fabian
I will report it to support management. I'll report back if we have currently a known issue.
Best,
Fabian
Product Management Analyst @ Veeam Software
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Re: Cannot open a case
Hi Per, Hi Andrew
Got feedback from support management.
There were some up and down issues. But they should be resolved by now. Do you still face issues when opening a support case?
Best,
Fabian
Got feedback from support management.
There were some up and down issues. But they should be resolved by now. Do you still face issues when opening a support case?
Best,
Fabian
Product Management Analyst @ Veeam Software
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Re: Cannot open a case
When I submitted the case a third time just now, I saw this message on the form:
"Please keep any text in the 'Provide a detailed issue description and error messages' section short, we are currently fixing a bug with this on the form."
I am sure that this is the cause of the problem, my description was rather lengthy. So I uploaded my description together with the logs in a textfile, and that worked.
PJ
"Please keep any text in the 'Provide a detailed issue description and error messages' section short, we are currently fixing a bug with this on the form."
I am sure that this is the cause of the problem, my description was rather lengthy. So I uploaded my description together with the logs in a textfile, and that worked.
PJ
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Re: Cannot open a case
Hi PJ
Thank you for providing this information.
Our portal team has confirmed the issue and fixed it.
Best,
Fabian
Thank you for providing this information.
Our portal team has confirmed the issue and fixed it.

Best,
Fabian
Product Management Analyst @ Veeam Software
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Re: Cannot open a case
Thank you! Excellent! 
Kind regards,
PJ

Kind regards,
PJ
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Re: Cannot open a case
All set now... thanks Fabian for looking into this!
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