Products missing in product list on support.ca.com

Document created by websh01 Employee on Jul 14, 2016Last modified by wilel05 on Dec 4, 2017
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Problem: My product is missing in the product list when trying to open a case or download a product or solution?

 

Cause and resolution:

There may be a number of reasons why your product is not appearing, please review list below to determine which issue you may have:

  1. Could the contract for this product be booked under different site ID, i.e. different location of the same company, different subsidiary name etc.? If so, the other site ID can be added to the account. If you know the other site ID you can register for additional site access.
  2. Could your company's maintenance contract be in the process of renewal of the product? If there is no current active maintenance contract the product will not be visible in the product list.
  3. You might only be set up with a Basic Support account. In this case you would have to upgrade your account to an Enterprise Support account, you will need to know your Site ID for this.

 

For further assistance in determining the cause and resolution please contact the CA Customer Assistance Team  by choosing "CA Support Portal" in the product drop down in "Create New Case" ( please provide account manager name and contract number if known) or call us on the local number for your country shown on this link: Contact CA Support - CA Technologies.

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