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MySymantec portal buggy

Created: 25 Mar 2013 • Updated: 02 Apr 2013 | 4 comments

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/mys... but the resolution to that person's problem was not listed. Any ideas what would cause this???

 

 

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W007's picture

Hello,

What IE version are you using ?

you can create case

 

How to create a new case in MySymantec

http://www.symantec.com/business/support/index?page=content&id=TECH58873

Phone numbers to contact Tech Support:-

Regional Support Telephone Numbers:

  • United States: 800-342-0652 (407-357-7600 from outside the United States)
  • Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
  • United Kingdom: +44 (0) 870 606 6000

Additional contact numbers: http://www.symantec.com/business/support/contact_t...

 

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

figstick's picture

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. 

Clint's picture

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.

Clint

figstick's picture

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!