Have you trid reverting your VM back and upgrading to 11.6.11 to see if the issue is there?
You have to upgrade from 11.6.9 to 11.6.10 to 11.6.11 - we cannot jump patches (at least this is per BMC's guidance). We did try upgrading it to 11.6.11 and the issue persisted.
Per your question about what page is opened when you try to add a CC, it is this one:
I'm kind of surprised BMC stated you need to update from 11.6.9 to 11.6.10 to 11.6.11. Technically, FP is designed to be able to upgrade from any older version (and 11.6.09 isn't that old). But possibly it was more a suggestion from them.
We have had several customers upgrade without having to go step by step.
Has BMC looked at it being a permissions problem, and possibly the person who performed the upgrade didn't have proper administrator access?
IF you DO NOT use Web Server Authentication, you may want to consider running the MRchangePermissions.pl script as follows:
Open a command prompt on the server using "Run as Administrator" and cd to the cgi folder of where FootPrints is installed (for example C:\FootPrintsServiceCore\cgi) and run the following:
Let that run through until completion.
BUT IF YOU ARE using Web Server Authentication, then do not run that script as it sets permissions incorrectly. In this case, ask BMC about permissions (assuming they have not already ruled that out).
I also hope they looked at the updateInstallOutput log file (I think that is the name and is in C:\FootPrintsServiceCore) to ensure the upgrade actually successfully completed.