I need to open a support request but your website is broken

[ATow1]

I would like to open a new service request but can't do this through your website. Every time I try to log in I keep getting bounced to different versions of your website (UK, US and AUS) then land on a www-ssl.intel.comnull server not found page when trying to create a "New Support Request" from the Intel Support tab of https://www-ssl.intel.com/content/www/us/en/secure/profile/my-intel.html# /support-wt https://www-ssl.intel.com/content/www/us/en/secure/profile/my-intel.html# /support-wt. I get the same page error when trying to load my Support History.

Others please post here too if you are having the same issue. I have tried on the latest Chrome and Firefox on two computers.

[idata]

Hi adamtqut,

Thank you for contacting us. I'm sorry to hear you've had trouble opening a service ticket.Please try with these steps:1. Go to http://www.intel.com/content/www/us/en/support/contact-support.html# @23 and select Intel® RealSense™ Camera. 2. In the next screen, select Online Service Request.3. Enter your Username and Password and click Sign In.4. Once the previous step is completed, you'll be prompted with the Request Support form.At this point, you just have to fill the details of your case and at the end of the process, you'll see a confirmation of the service ticket created.I created a service ticket as a test using Internet Explorer. Please try once again to fill the form following these suggestions and let us know your results. In case you continue to encounter issues, feel free to contact us again.Have a nice day.Regards,-Sergio A

[ATow1]

Thanks for the response. I had a conversation over the weekend with the Technical Assistance Center and ended up needing to create a new account and clearing browser cookies to get the Request Support form to load. They then advised me to open a service request in my new account to get my old account fixed. I had been following the steps you described above but every time landed on https://www-ssl.intel.comnull/ https://www-ssl.intel.comnull/

Anyways, perhaps these details will be useful for someone else in the future.

Cheers,

Adam

[idata]

It's good to hear you've managed to open the support request you needed. Hopefully your experience will be useful for other members of the community.

Regards,-Sergio A

[idata]

I'm having the same problem I need to make an RMA request for an intel 520 ssd that is failing to post. But the website always leads to https://www-ssl.intel.comnull/ https://www-ssl.intel.comnull/

Fix this please or send me a work around also do I 100% need a proof of purchase I purchased this like 4 years ago but its still in its 5 year warrenty. Will you just replace it or can you save my data?

Contact me @ mailto:TashSkyUp@gmail.com TashSkyUp@gmail.com. I doubt this forum will tell me if you respond.

[idata]

Hi TashaSkyUp,

You've contacted the RealSense forum. For SSDs, the best place to get support is through their community, which can be found here: https://communities.intel.com/community/tech/solidstate https://communities.intel.com/community/tech/solidstate .Anyway, thank you for bringing this issue to our attention. We've sent you a private message with instructions on how to proceed. Please check your inbox.Regards,-Sergio A

[NFlei]

Intel,

This is a problem, I've tried it across 3 different pc's. 3 different browsers on each, cleared cache, created new accounts (Really??) Still same thing. This points to a site development issue. Please fix your code, it should work across browsers and computers without this problem. Fixing your code would also speed up the site. Please don't ask me to do it all over again, I've done this 4 or 5 times. I am a developer and systems engineer, and this is a coding problem. If we cannot submit warranty rma's because your site is broken. We will stop purchasing all Intel products, including processors.

Please fix the https://www-ssl.intel.comnull/ https://www-ssl.intel.comnull/ problem for everyone.

[TDoi]

I also encountered the same problem.

I tried firefox 54.0, chromium 59.0 and google chrome 60.0 on Ubuntu 16.04.

I also tried IE 11.0 on Windows 7.

In all cases, the browser was directed to

https://www-ssl.intel.comnull/

which does not exist in reality.

I do wish Intel fix the problem.

[MartyG]

If you cannot create a support request and your product is not a RealSense camera, then you may be able to arrange a warranty return through live chat on the Intel support website instead, It is only apparently available for certain hardware product types though, including:

To start a live chat about one of these hardware categories, click on the appropriate link and select the 'Live Chat' option on the next page.

https://www.intel.com/content/www/us/en/support/contact-support.html Contact Support

For RealSense cameras however, there is no live chat or phone support unfortunately, so the only support option other than an online ticket is this forum.

[IBarr2]

Same problem here. Tried Firefox 54 and chrome 60, both gets redirected to https://www-ssl.intel.comnull/ https://www-ssl.intel.comnull/ . I cleared my cookies with no luck. I think It is fairly obvious that the website is to blame.

[MartyG]

I'm sure the support department are aware of the issue but I'll let them know anyway that this error is still causing people problems with creating support requests.

[idata]

Hi guys,

Thank you for letting us know there's still an issue with the website. We've communicated this issue once again to the proper department. A fix should be available soon.Have a nice day.-Sergio

[lLIU38]

It is still not working. I tried to lodge by different browser and even use different IP. No luck.

So how can we claim the warranty right now?

[MartyG]

Intel support are aware of the issue and have already passed it to the website team. I have let them know today that it is still occurring. Thanks for your report!

If the product you are trying to file a warranty claim on is a RealSense camera and the warranty page is not working, you can open a Support Ticket case.

https://supporttickets.intel.com/supportrequest?lang=en-US https://supporttickets.intel.com/supportrequest?lang=en-US

If it is a different kind of products such as a processor or hard drive then the additional option of using live chat may be available. Live chat is unfortunately not available for RealSense cameras, as it is classed as a 'development product' (one used for creating applications) and so this forum is the primary means of official support for the cameras, as it is best suited to helping with complex programming problems.

This chart below lists the types of product and service that have live support.

[idata]

half november now and the link is still broken.

Same problem . Tried every browser but gets redirected to https://www-ssl.intel.comnull/ https://www-ssl.intel.comnull/ . I cleared my cookies . I think It is the website to blame.

No luck with the chat also.

should we take Intel service seriously ?

[MartyG]

I'm sorry for your continued difficulties. I'll flag the issue up again to the tech support leadership again to let them know the issue is still ongoing.

[idata]

Hello Makke,

Thank you for contacting Intel® support.We are currently working with Intel IT to resolve this website issue. It is a difficult issue to reproduce as it seems to affect only a few accounts, so it is challenging to pin-point the problem. We know you have been very patient and we appreciate it.We will update this thread with progress made.Thank you for your patience and understanding on this matter.Best regards.Josh B.Intel Customer Support

[idata]

Hello Makke,

Thank you for contacting Intel® support. As promised on our previous interaction we were working on solving the issue you reported, and we are glad to inform you that the problem with the support site seems to be resolved. We encourage you to try signing in again. Please do not hesitate to contact us again if you need further assistance. Thank you for your patience and understanding on this matter. Best regards. Josh B. Intel Customer Support

[TJoyn]

The issue is not resolved. Below is the exact HTTP request and response. It's a 302 redirect.

```

GET /content/www/us/en/forms/support-registration-form.html HTTP/1.1

Host: www-ssl.intel.com

User-Agent: Mozilla/5.0 (Windows NT 6.1; Win64; x64; rv:59.0) Gecko/20100101 Firefox/59.0

Accept: text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8

Accept-Language: en-US,en-GB;q=0.7,en;q=0.3

Accept-Encoding: gzip, deflate, br

Referer: https://www-ssl.intel.com/

Cookie:

DNT: 1

Connection: keep-alive

Upgrade-Insecure-Requests: 1

```

response:

```

content-length: 0

content-type: text/html; charset=UTF-8

expires: Thu, 01 Jan 1970 00:00:00 GMT

location: https://www-ssl.intel.comnull

server: IA Web Server

x-content-type-options: nosniff

x-frame-options: SAMEORIGIN, sameorigin

date: Mon, 04 Dec 2017 08:09:34 GMT

set-cookie:

X-Firefox-Spdy: h2

```

[idata]

Hello trevorj,

Thank you for contacting Intel® support. We encourage you to try signing in again. Please do not hesitate to contact us again if you need further assistance. Thank you for your patience and understanding on this matter. Best regards. Josh B.Intel Customer Support

[TJoyn]

Yes it works now, thanks! If you have time, can you direct someone the way of my question that would be in the know? My device has been dead for days and I just want to get it running again, but we're missing large parts of documentation as it is. For a device without much in terms of support from Intel, you'd expect the docs to at least all be there and in order, no? Anyways, I really appreciate it!