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No Account Association: Extreme Portal Issues Related to Cases, Downloads, Assets, Licenses and Service Contracts

  • Article Type:
  • Solution
  • Article Number:
  • 000014472
  • Last Modified:
  • 11/21/2017

Symptoms

 
404 error while creating a case or RMA in the Extreme Portal.
Error text: 404 Sorry we're unable to locate the page you are looking for.
Error: Error occurred while loading a Visualforce page. 

Additional Symptoms:
  • In the top right corner of the Extreme Portal your account will be listed as "No Account Association" (NAA)
  • Incorrect cases that are not for your account are shown in Case Management area
  • Expected  firmware downloads cannot be downloaded, must request access via GTAC Support
  • Expected assets are not displayed
  • Expected license vouchers are not shown and  cannot be redeemed
  • Expected service contracts are not displayed
  • Draft cases which cannot be resumed and cannot be completed/submitted
  • Error: Error occurred while loading a Visualforce page is displayed after logging in

Environment

 
all, Extreme Portal

Cause

 
This 404 during case creation issue is usually caused by the user's log-in for the Extreme Portal not being associated to a proper account/company record in our system.

This is known to happen for a newly created, newly registered user of the Extreme Portal. 

The Error: Error occurred while loading a Visualforce page happens sometimes for users who are in No Account Association when they log in.

Resolution

 
Note: In most cases we will correct this issue within a few hours of account creation without any action on your part. If you do not have any urgent issue, please give us a few hours before reporting the No Account Association issue to portal@extremenetworks.com and it may be fixed. We apologize for the inconvenience and are working to improve this process.

Details:
There are several parts of the Extreme Portal that will not work properly for the user until the issue with their record is corrected by Extreme Networks, including:
  • Case Management
  • Downloads
  • Assets
  • Licensing
  • Service Contracts
If you notice these symptoms in the Extreme Portal and need immediate assistance about a technical issue with Extreme Networks products, you can contact GTAC via the phone for assistance. While this issue is happening you will need to contact GTAC to create a case or get an update on your case because online case management will not work properly.

If you do not have an urgent technical issue please send an email to portal@extremenetworks.com with details of the issue and we will work to try to correct the issue with your credentials for the Extreme Portal.

The draft cases created when this error happens cannot be resumed and cannot be submitted. Once the account/company has been properly associated to your log in, any draft case which needs to be submitted will have to be restarted and submitted. 

When you have been moved from No Account Association to the proper account/company, sometimes the following error is displayed after logging on: Error: Error occurred while loading a Visualforce page
We are working on finding the root cause for this issue. If this happens, you can call GTAC or send an email to portal@extremenetworks.com with details of the issue and reference this article number 14472.

 

Additional notes

 

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