Cannot open a case

[perjonsson1960]

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.

[Mildur]

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

[perjonsson1960]

I have tried it in two different computers using MS Edge Chromium in both cases.
But I will try the General Inquiry. Thanks!

[perjonsson1960]

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.

[Mildur]

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

[steve.carr]

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.

[PetrM]

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!

[storagenetworks]

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

[Mildur]

Hi Andrew

I will report it to support management. I'll report back if we have currently a known issue.

Best,
Fabian

[Mildur]

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

[perjonsson1960]

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

[Mildur]

Hi PJ

Thank you for providing this information.
Our portal team has confirmed the issue and fixed it.

Best,
Fabian

[perjonsson1960]

Thank you! Excellent!

Kind regards,
PJ

[storagenetworks]

All set now... thanks Fabian for looking into this!