We are currently working behind the screens on a new support portal which will replace the existing support portal (my.cloudera.com). The beta trials are being conducted and we will wrap up our beta test by the 12th of May 2025 and the new support portal will be available for all on June 2nd 2025.
Frequently asked questions :
How to access the new support portal ?
To access the new support portal (from June 2nd), you will have to login to sso.cloudera.com and then click on the "Support Portal" tile which will log you into the new support portal. The URL for the new support portal will be https://lighthouse.cloudera.com, so please ensure that your network team has whitelisted this URL (IP whitelisting is not required for end users accessing the site).
Additionally whitelist the following URLs if you haven't done it yet:
- https://clouderasupportdrive.s3.amazonaws.com
- https://clouderasupportsdrive.s3-fips.us-east-1.amazonaws.com
Will I have access to my existing open and closed cases ?
We are only changing the user experience for customers here, there will be no change in the underlying data and hence you can use the new support portal to view your existing cases, assets and escalations as usual.
How do I access my Billing and Metering data for Cloud Consumption?
You can access your Billing and Metering data using this link here.
What to do if I see no options to create a case or report an issue ? How do I contact Support ?
For customers with an active Enterprise Subscription, filing an online case is the preferred method for contacting Cloudera Support; however, you may also reach us by phone if your situation requires it.
In case of any outage you can still call us on our support hotline to report an issue
US: +1-866-809-4659
US: +1-888-789-1488
Outside the US: +1 650 362 0488
International Toll-Free numbers:
| Australia | 1-800-632-809 |
| Belgium | 800 26 771 |
| Brazil | 0800 878 3017 |
| Chile | 56-800914172 |
| Colombia | 57-018005183150 |
| China | 86-4000028751 |
Denmark Finland France | 4580400215 358800413639 0805 080 677 |
| Germany | 0800 7234 928 |
| Hong Kong | 852800906722 |
| India | 000 800 0016 965 |
| Indonesia | 001 80300811026 |
| Italy | 800176866 |
| Japan | 0120 992 085 |
| Korea (South) | Toll free - 82-808220849 |
| Netherlands | 0800 022 6356 |
| New Zealand | 64-800005372 |
Norway Singapore | 4780062710 800-101-3393 |
| Spain | 900838625 |
Sweden Taiwan | 46201203576 00801491125 |
| Thailand | Toll free - 66-1800012264 |
| United Kingdom | 800 014 8083 |
Will I have access to the old support portal ?
Once the new support portal is available on 2nd June 2025, you will lose access to the old support portal. The only way to avail support from Cloudera would be through the Lighthouse application (new support portal).
That said if you try reaching my.cloudera.com , you will be redirected to lighthouse.cloudera.com
When I try creating cases for a particular product, I see the end of support error. Why do I see this ?
This means that the product version you have selected for the case is already “end of support” as per the Cloudera Support Lifecycle Policy. Please reach out to your account executive for further support or you can call us on the support hotline.
Please Note, If the version you are running is not end of support as per the Cloudera Support Lifecycle Policy OR you have a valid end of maintenance that you have purchased for that specific version but you do not see that as an option in the case creation flow, please create a General Administrative Case and ask the version to be added in the system. We will ensure to provide immediate support on the issue and also add the missing version in the system.
Why don't I have access to Cases/Knowledge Base ?
Access is provisioned through SSO (single sign on), if you feel that you should access to Cases/Knowledge base please ask your Account Executive for the follow-up and we can accordingly enable it for you
How do I create a case ?
To create a case, click on "Support" and then you can search for the issue using our AI Assistance search tool and then you can accordingly decide to create a case or not.
- This is the search bar where you can type in your query
- The Support AI Assistance is the AI response generated based on the citations we show in section 3 of the screenshot
- If you decide to either create a case or not you can click on one of the options shown in section 4 of the screenshot
- You can refine your query by adding more context to the query itself and retriggering the search or by selecting the filters as shown here (also refer to Section 5 in the earlier screenshot):
If you want to skip the AI assistance and create a case you can still do that by scrolling down in the Support page. The bottom of the page has the "Create A Case" button which takes you directly to the case creation flow.
Will the bookmarked URLs for my.cloudera.com work ?
No, the bookmarked URLs will now route you to the Cases/Assets section based on the record you have bookmarked in the UI. Say you have bookmarked an asset in MyC, starting the 2nd of June 2025, it will redirect you to the Assets page of Lighthouse - the new support portal. Please bookmark the new URLs if you want them handy in the future.
How do I get to know the latest updates on my case in the new support portal ?
In the new support portal we have added a new section for case alerts. Click on the Bell icon in the top right corner of the page and it should show you the latest updates. This will also show you the count of unread notifications
How do I know which cases are pending for action to be taken by me as a customer ?
When you click on the Support tab you will be shown the cases awaiting your response or your action in this section of the page:
How can I filter the list of cases or assets ?
Hover over the Support tab and click on Assets/Cases. This will take you to the Assets/Cases page. In the Assets/Cases page you can filter the view by clicking on the icon as shown here:
The Filter has more options to choose from such as Created Date, Experience, Severity etc.
Can I see a list view of all the cases/assets ?
Yes in the new support portal we have added a new feature to change the view of assets and cases from a card based layout to a tabular list view
Once you switch to the Tabular view, you can also modify the columns to be shown as per your requirement
Can I add anyone as a case watcher to the case, when creating a case in the new support portal ?
No, you can only add Case Team members associated with your account. Also if a user has selected to follow all cases then they would be getting updates for all cases created by any user for your account hence you can’t add them as a case watcher separately.
We are currently working behind the screens on a new support portal which will replace the existing support portal (my.cloudera.com). The beta trials are being conducted and we will wrap up our beta test by the 12th of May 2025 and the new support portal will be available for all on June 2nd 2025.
Why am I being stopped from creating a case ?
There are 2 possible reasons for this,
- Unless all mandatory fields in a section of the case creation flow are detailed, it won’t allow you to progress further. Please note that you provide all mandatory details in each section of the case creation flow to ensure a smoother case creation experience
- The other reason could be when you select a version of the Product that is already “End of Support” as per Cloudera Lifecycle Policy and you don’t have an end of maintenance exception record for that version. For such errors please reach out to your Account executive. This will be shown as such in the UI:
Can I add a new case team member to an already existing case ?
Yes you can add team members from your primary account as such:
- Click on the case from the list of cases
- Click on "Add Member"
- Search for the team member you want to add (either using the Name or Email ID) and click on "Add"
How can I request my Cloudera Manager License Key?
Cloudera Support is responsible for creating your license key.
To request a new license, please create a support case and select Case Type as General Administrative Assistance, Issue Type as License & Subscription.
Enter "License Key Request" as the subject line, and "Please generate new license key" as the description. Then click Submit to submit the request.
How do I receive case notifications?
Case notifications are email updates that customers receive for certain changes and comments that are made to open cases. Your association with a case will determine whether or not you will receive email notifications.
If you are the creator of a new case, you will automatically be assigned as the case owner. When updates are made on the case, notifications will be automatically sent to the case owner.
There are three methods by which you can receive notifications when you are not the case owner:
1. Ask the case owner to add you to the case team
2. You can also select the "watch case" option from the case list. Click on the vertical ellipsis on the case record to navigate to this option from the case list view itself
3. Add a comment on the case for the Support Engineer
To automatically add case team members to all account cases
In addition to manually adding users to the case team, you can request to create an automatic/predefined case team for your organization. This group of users from your organization will be automatically added as case team members for every new case, regardless of the case owner.
To create a new automatic case team for your organization, do the following:
1. Create an administrative request to create a predefined case team.
2. Provide the full names and email addresses of the members from your organization who should be automatically added to the case team. These individuals will receive notifications on all new cases opened for your account.
You may choose to escalate a case 24 hours after case creation by clicking the “Escalate” button in the Escalations section in the left navigation panel of the case details page. Reason for an escalation request may be:
- Production Impact
- Progress is not satisfactory
- Critical business impact
- Increase in the severity of the issue
In order to appropriately address your escalation request, be sure to include a detailed reason for the escalation as well as the business impact you are experiencing. Once an escalation request is received, the Cloudera support team will review the case to prioritize the issue accordingly and communicate updates and next steps.
The escalation request will be saved and listed in the Escalations page of the case details screen.
Generally, only severity 1 issues receive follow-the-sun attention, meaning a case which is handled around-the-clock by global teams. Please review the following define severity definitions and SLAs (initial response times and update frequency):
For Technical cases, sending in a diagnostic bundle is most helpful.
Provide any additional process, role or job logs that are relevant to the component for which you are opening case.
You can upload attachments to support cases as well as retrieve attachments provided by Cloudera Support on the Attachments tab of the case detail page.
1. Click on Upload Attachment(s)
2. Click on Add
NOTE: Customers may need to update any network limitation (such as firewall) to allow POST/PUT to this address: https://clouderasupportsdrive.s3.amazonaws.com
(May be a change from any previous address you used.)
You can also use the Alternate Upload Method
All Assets will be listed grouped by the type in the page.
Best practices of Asset management
If not absolutely necessary, please avoid creating Asset records manually. Using the automatic Asset creation method is highly recommended.
Send bundles from all the running clusters on a regular basis to keep the asset information up to date.
Review Asset list on a regular basis and make adjustments if needed (update asset name, decommission asset that is no longer running etc).
Automated asset maintenance
On a regular cadence, assets that meet all of the following criteria will be automatically decommissioned:
- The asset has not been modified in the last 12 months AND
- The asset has not had a bundle sent in for it in the last 12 months AND
- The asset has not had a case logged against it in the last 12 months
Decommissioned assets cannot be associated to new cases. However, they are still visible in the Assets view of ‘My Account’ in MyCloudera Support Portal and can be reactivated if needed.
How to create a new Asset record
Automated Asset Creation - Recommended
An Asset record can be automatically created when a Cloudera Diagnostic bundle is sent for the CDP Asset through Cloudera Manager
Manual Asset Creation
Click on Create Asset in the Asset list page
Click on Create Asset Manually
The Manual creation method should only be used when it is not possible to send a bundle to automatically create an Asset or when there is an urgent need to create a support case for the new cluster.
If not absolutely necessary, please avoid creating Asset records manually as this may introduce duplicate records, causing confusion
You can edit the asset details or decommission/activate the asset from the asset details page:
Note: An Asset cannot be decommissioned If there are any open support cases associated with the Asset . An Asset can only be decommissioned after closing all cases. Bundles sent against a decommissioned Asset will automatically reactivate the Asset.
If you are trying to decommission a duplicate record, please decommission those which have Null values on the “Last Bundle Received” field under the Asset information. If you need help moving open support cases between duplicate records, file an administrative support case.
What are Cloudera Support's Best Practices?
Cloudera Support best practices can be found in our best practices video, highlighting the process and topics relating to proper support case creation for Cloudera Support. Please note that we do not support Operational Services case anymore in the new support portal
Can I use Lighthouse on my Mobile Device?
Currently Lighthouse is best optimized for the Desktop Experience. While you are able to use the site on your mobile or tablet device, some features may be less than optimal.
What Browsers are supported ?
Cloudera is committed to creating an accessible and consistent cross browser experience when interacting with our SSO and Customer Portals. To ensure we're successfully supporting our customers' needs we regularly review site traffic data from authenticated and unauthenticated web sessions to identify the browsers most commonly used by our customers.
To ensure a secure experience when interacting with our portals, we also limit browser support to the so called 'evergreen' browsers. These are browsers that receive regular and automatic security updates from the browser manufacturer. To successfully interact with our portals and features a customer's browser must meet the following requirements:
- The browser must be configured to accept both first and third party cookies.
- The browser must have javascript enabled.
- The browser must be capable of 256-bit SSL encryption.
In addition, some customers have experienced issues while authenticating due to local network firewall settings. To successfully authenticate to cloudera web properties your network firewall must allow traffic to okta.com.
