Important Note:

• Only contacts who logged in in the last 365 days were migrated to the new systems.
• Ensure you are using an email ID that was registered in the old support site.

Basic Troubleshooting Steps:

• Based on BU, follow the support portal URL whitelisting requirements to ensure uninterrupted access to support services, case submission, and real-time collaboration tools. Failure to whitelist the required URLs may impact portal functionality and chat features.
  • Arctera - Support Portal URL whitelisting requirements
  • Enterprise Vault - Support Portal URL whitelisting requirements
  • Infoscale - Support Portal URL whitelisting requirements
• Use an incognito window or clear your cache and cookies
• Check spam/junk folders for an email
• Ensure your IT team is not blocking or restricting emails from noreply@auth.arctera.com, noreply@auth.enterprisevault.com and  noreply@auth.infoscale.com

Steps to Login:

1. Login to support portal using the appropriate link based on the Business Unit (BU):

• • Arctera - https://support.arctera.com
  • Enterprise Vault - https://support.enterprisevault.com
  • Infoscale - https://support.infoscale.com

2. Enter Email Address - The customer begins by entering their registered email ID on the login screen.

3. Email Notification - Once the email ID is submitted, the customer receives an email from noreply@auth.arctera.com, noreply@auth.enterprisevault.com and noreply@auth.infoscale.com depending on the Business Unit

4. This email contains a secure login link. 

5. After clicking the link, the customer is automatically redirected and logged into the Customer Portal.

6. Customers can create either a Customer Service or Technical Support case by following the steps outlined in “How to create a Customer Service or Technical Support Case on Arctera/Enterprise Vault/Infoscale support portal.”

Note: 

• After performing the basic troubleshooting steps, if the customer is still unable to create a support case, 
  • Please contact your ATS for assistance. 
  • If you are unsure who your ATS is, send an email to customersupport@arctera.com with your account and contact details, along with a detailed description of the issue.