1

Warning to all Unitrends Customers:

Unitrends in the past couple of weeks have made major changes to their support website and support access.

I highly suggest all customers verify access to Unitrends Support and the support tickets

I have a high priority case open and it has gotten completely screwed over because of this.

@katie

3 Spice ups
2

Can you be more specific? That sounds super vague.

3

On October 26, I logged onto the support website as I had for the last 5-8 years and opened a new ticket.

My last ticket was in April 2020.

Once I open a ticket, I have always just responded to the emails received from Unitrends.

SIGNIFICANT UNNOTIFIED CHANGE ONE: They changed their system to only accept incoming emails on a ticket from the email address on the account, even though it worked before.

SIGNIFICANT UNNOTIFIED CHANGE TWO: On November 5, I attempted to log onto the support website to add notes there. I used the same URL I have been using for years, and the same URL I used to open the ticket on October 26. I was redirected to a new website which would not accept my username and password. I followed the instructions to reset password. I received an email with a link to click on to reset the password. I clicked on that link and was taken to a third new website and when I entered the email address it stated no such account exists. I ended up communicating with the director of customer support who sent me a link to a fourth new website in which I was able to set a password and login to the support website.

4

Yes, I ran into this too. Ended up having to call into the toll free support number and they got me fixed up.