It seems like the portal backend changed at some point in the last few weeks, and I no longer have the option to add attachments to cases (add attachment button is gone now). I can click on upload data which produces an error "Upload Error: An error occurred while user provisioning." If I click Ok on the error I can login to a site "Symantec Secure File Transfer" where I can login, but it doesn't list cases for me to attach files to.
This is pretty frustrating to have to login to a 2nd portal to upload a file to a case. I tried asking for help with it on an existing case, but the agent closed the case without helping with the issue or responding to my question. That is even more frustrating.
I am calling into general support now to try to get some help with this. She is telling me I'll no longer be able to attach logs to cases, and I'll have to go to a separate ftp site to do the uploads and the tech assigned to the case will have to help me with that.
Symantec has come a long way with support in the last few years, but this is an example where I feel like I'm banging my head against a wall on something that should be simple. I put in patch tickets somewhat regularly with attachments (that are too big to email and/or end in attachments we block on email). Making this process harder on the customer is unfortunate.
Would love any advice if there is still a relatively easy way for customers to upload data to cases.