000036502 - The Version Upgrades portal on RSA Link is not listing any of my products

Document created by RSA Customer Support Employee on Jul 2, 2018Last modified by RSA Customer Support Employee on Jul 2, 2018
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Article Number000036502
Applies ToAll RSA Customers and Partners
IssueWhen attempting to download a product full-installer or other download package for my RSA product via the Version Upgrades portal (https://community.rsa.com/version-upgrades) on RSA Link I can access the page but none of my products are listed.  Instead I see a blank page with only the option to register new products.

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I see the same thing when I attempt to access the downloads via the Upgrades tab in the Case Management portal (https://community.rsa.com/cases) on RSA Link.

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When collecting a network trace there does not appear to be any failures related to the issue, although it does take the page 60 seconds or more to fully load.

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CauseThis issue is likely due to a back-end server issue that must be investigated by RSA.
ResolutionIf you are encountering this issue, first check the RSA Link home page to see if the issue has already been reported.  (If it has then you will see a banner across the top of the page as shown in the example below.)  Clicking on the hyperlink in the banner will take you to a notification page that provides more information about the incident.

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If the issue is not already under investigation, please contact RSA Customer Support to report the issue so that it can be corrected as quickly as possible.
NotesRSA Customer Support:
Please engage the RSA Link team immediately through the appropriate channels if this issue is encountered so that it can be investigated.

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