Support Portal AuthHub and CloudHealth Authentication issues

Further investigation has determined that most cases can be resolved following the process outlined in the Broadcom Profile Authentication Technology Transition Notice.

If you or your end-users are blocked from logging in to CloudHealth and are unable to unlock these accounts by following the steps in the Broadcom Profile Authentication Technology Transition Notice please open a case with CloudHealth Technical Support if your access must be restored urgently and we will provide a manual resolution. If you are unable to open a case through the Broadcom Support Portal, please reach out to Global Customer Assistance.

In some cases, users who do not login to the support portal or whose emails differ between the CloudHealth and Support Portals were also blocked from logging in to CloudHealth. The AuthHub team is currently working on a fix to unblock these users which should be ready early next week.

If you or your end-users are blocked from logging in to CloudHealth and are unable to unlock these accounts by following the steps in the Broadcom Profile Authentication Technology Transition Notice please open a case with CloudHealth Technical Support if your access must be restored urgently and we will provide a manual resolution. If you are unable to open a case through the Broadcom Support Portal, please reach out to Global Customer Assistance.

On 21 January 2025, the authentication method for the Broadcom Support Portal was migrated to AuthHub as per announcements which were sent to customers several weeks earlier. An unintended consequence of this change was that login to CloudHealth, which also uses AuthHub for authentication, was blocked for some users.

Namely, users who use SSO to log in to CloudHealth using the same email address used to log in to the Broadcom Support Portal were locked out of both CloudHealth and the Broadcom Support Portal.

To workaround this, users must reset their password for the Broadcom Support Portal following the steps in this article: Broadcom Profile Authentication Technology Transition Notice