Unable to create any kind of ticket using the Solarwinds Customer Portal

Has anyone else had this issue when trying to submit a case to Solarwinds through the customer portal? I have even had them take a look while on the phone with them and they seemed more confused than me. This is very inconvenient when wanting to submit a ticket just to have some MIB files added to the MIB database... last time I sat on the phone for over 45 min with tech support just to get the files downloaded. This time it's only 1 MIB file and well under the 10MB attachment limit. Any thoughts as to how to resolve this issue?

@aLTeReGo @danielleh

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yumdarling

Hey hey hey!

I don't have an easy answer for you, sorry, but wanted to pop in and ask who you talked to here at SolarWinds. Was it tech support or did you get in touch with the success portal team? Wanna know whom to ping

robelk

I appreciate you popping in! I don't remember who I spoke to on the phone but Marvin King Cabillan • SolarWinds • Customer Service helped with providing me instructions to reset my password. I did that and it appeared to work and I was able to create a test case to Technical Support; however, today I am unable to create any case type. Joe Cummins is the technical support that helped me with the MIB files and transferring me to whoever I spoke with in Customer Service who wasn't able to help me much. Below are my 2 cases.

Case # 00518456 - Update MIBs Case # 00518464 - I am unable to submit Technical Support tickets through the Solarwinds customer portal.

wilder

It's happened to me as well, and I find mixing up the field options, like version number eventually gets me through. Then I add a note after the fact to correct it, just so that at least the ticket takes.

robelk

I will definitely give that a try, thanks! I did try switching product type from NPM to SAM but I didn't try changing versions. I even tried opening a Customer Support instead of Technical Support as I was able to do that last time but now I can't submit any case type.