Endpoint Protection

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  • 1.  Support ID & support number

    Posted Oct 31, 2011 12:42 AM
      |   view attached

    I am in trouble with some new suspicious in my network . I am trying to submit them to symantec using my support account. I have a licence with validity to 02-07-2012. There is a support ID (****-****-****) in my license file .The problem is, this support ID is not supporting when I am puting this on the box of support number. Is this support number is different from my support ID. But I have no "support number" at all. I've got" RTSM ID / Support ID".What I should do now ?



  • 2.  RE: Support ID & support number

    Broadcom Employee
    Posted Oct 31, 2011 01:30 AM

    the support ID is 12 digit number represented as SID.

    What does the message shows when you type in the SID?



  • 3.  RE: Support ID & support number

    Posted Oct 31, 2011 01:56 AM
      |   view attached

    The messege is saying that support number is not valid for your account (as picture ). But this account has the same license file on symantec licensing portal.



  • 4.  RE: Support ID & support number

    Broadcom Employee
    Posted Oct 31, 2011 02:12 AM

     I would suggest you to call up the technical support team and ask for the help. Or create a webcase and enter the case number and submit the files.



  • 5.  RE: Support ID & support number

    Posted Oct 31, 2011 02:18 AM

    This problem is occuring when I am trying to create a web case using my support account.Am I right in creating webcase using the option ofcreate a case. Or ther is any other way to create a web case ??



  • 6.  RE: Support ID & support number

    Broadcom Employee
    Posted Oct 31, 2011 02:18 AM

    by the submission link is

    https://submit.symantec.com/websubmit/essential.cgi

    if you have gold support enter

    https://submit.symantec.com/websubmit/gold.cgi

    if BCS

    https://submit.symantec.com/websubmit/bcs.cgi



  • 7.  RE: Support ID & support number

    Broadcom Employee
    Posted Oct 31, 2011 02:20 AM

    please check the links below for submission of suspicious files.

    also check out this link to identify the SID

    http://customercare.symantec.com/app/answers/detail/a_id/123/kw/sid/r_id/166



  • 8.  RE: Support ID & support number

    Posted Oct 31, 2011 10:57 AM

    Please call Tech support to

    Please call Tech support to get your SID number

    Regional Support Telephone Numbers:

    United States: https://support.broadcom.com (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_techsupp_static.jsp