Home > Blogs > VMware Support Insider > Monthly Archives: November 2010

Monthly Archives: November 2010

VMware View 4.5 Videos

We have just released three new videos you’ll want to feast your eyes on for VMware View 4.5 These videos are the first installments in a series which will cover various aspects of the View 4.5 product.

First up: How to install and configure the VMware View Connection Server. This video discusses and demonstrates how to install the VMware View 4.5 Connection Server. The video complements KB article 1030727.

How to install and configure the VMware View Connection Server

Second video: How to install the VMware View 4.5 Security Server. This video discusses and demonstrates how to install the VMware View 4.5 Security Server, and complements KB article 1030298.

How to install the VMware View 4.5 Security Server

Lastly: How to install and launch the VMware View 4.5 Client. This video discusses and demonstrates how to install and launch the VMware View 4.5 Client and complements KB article 1030742.

How to install and launch the VMware View 4.5 Client

Bonus: We’re also going to tap Scott Laforet from our internal training team to do a whiteboard video about VMware View very soon. Keep an eye on this space. After these you guys should all be experts!

VMware Fusion: Tools, Unity, and Shared Folders

Another in our Resolution Paths series from Stephen Gardner, here are three Resolution Path Knowledgebase articles that will help you sort out some miscellaneous, but common issues with Fusion.

We get a lot of calls into support about failed VMware Tools installations, and even more calls about issues related to VMware Tools. There are all sorts of things we’ve seen go wrong, so we’re documenting our experience for you.

The first Respath talks about what to do when a VMware Tools installation fails. Once you get the virtual CD image attached to the virtual machine, the issue is likely one with Windows OS (so creating a new user account will bring you back to the default settings), or with Windows installer itself. VMware Tools uses Microsoft’s designed utility to package and install the files it needs, which is standard industry package Luckily, Microsoft has an extensive article that walks you through resolving the problem – and we’ve highlighted the relevant steps for you.

Here’s the Resolution Path: Troubleshooting a failed VMware Tools installation in Fusion

Unity requires VMware Tools, and is also dependent on your graphic adapters. Those two ideas form the basis for our second Respath. We rule out conflicts on the Mac, with other monitors and Spaces; then we look at VMware Tools and its associated process, then we look for conflicting software on the guest or on the host (Mac).

Here’s the Resolution Path: Troubleshooting issues with Unity in Fusion

Shared and mirrored folders also depend on VMware Tools, along with not being blocked by the OS or antivirus firewall(s). The third Respath walks you through issues with your shared/mirrored folders. Working through the setup once more, along with re-installing VMware Tools, is usually enough to do the trick. If not, checking the firewall and antivirus setup is in order. Following that, there’s a registry issue (usually seen immediately following a Fusion 2 -> 3 upgrade) that you would have seen a specific error for but is worth mentioning, and we can also check and make sure Fusion has everything up and running properly on the Mac. There are some links at the very end for specific situations (Ubuntu in older versions of Fusion, and QuickBooks).

Here’s the Resolution Path: Troubleshooting access to shared and mirrored folders in Fusion

How to purchase and file a pay per incident support request for VMware products

This video overviews the steps for purchasing and filing a pay-per-incident support request for VMware products. VMware Fusion support is purchased in this video, but the same basic steps apply to other VMware products. Prices shown in this video may not be those you see on the website, and may not be the same across products. It should also be pointed out that there are no refunds on per-incident tickets.

For more information and context, continue reading Purchasing and filing Pay Per Incident support for VMware products (1030606).

How to purchase VMware Support

VMware ALERT:

VMware Support Alert

 

An issue that affects users with IBM hardware, running ESX/ESXi 4.1 has prompted us to issue this Support Alert.

When using IBM x3650 M3 or BladeCenter HS22V servers, you may experience these symptoms:

  • HBAs stop responding
  • Other PCIs devices may also stop responding
  • You see an an illegal vector shortly before an HBA stops responding to the driver. For example:
    vmkernel: 6:01:34:46.970 cpu0:4120)ALERT: APIC: 1823: APICID 0×00000000 – ESR = 0×40
  • The HBA stops responding to commands. For example:
    vmkernel: 6:01:42:36.189 cpu15:4274)<6>qla2xxx 0000:1a:00.0: qla2x00_abort_isp: **** FAILED ****
    vmkernel: 6:01:47:36.383 cpu14:4274)<4>qla2xxx 0000:1a:00.0: Failed mailbox send register test
  • The HBA card gets marked offline. For example:
    vmkernel: 6:01:47:36.383 cpu14:4274)<4>qla2xxx 0000:1a:00.0: ISP error recovery failed – board disabled

We have created Knowledgebase article 1030265 – HBAs and other PCI devices may stop responding in ESX 4.1 when using IBM servers. This KB article may be updated with new information if it becomes available. Bookmark the KB, or subscribe to its rss feed here to receive updates.

Scheduled Maintenance November 19-20

VMware will be performing a system upgrade to several VMware Support Web applications on Friday, November 19 at 8:00 PM PST, and ending at 8:00 AM PST on Saturday, November 20. If you need to file a high severity support request while the upgrade is in progress, please call VMware Technical Support for assistance. Because of this extended maintenance window, you may experience longer than normal wait times on the phone. We encourage you to submit your lower severity support issues via the online case logging option once the website becomes available again.

While this upgrade is in progress, you will be unable to:

  • Access or manage your VMware account
  • Submit support requests online
  • Download, purchase or register VMware products
  • Manage VMware product licenses
  • Download, purchase or register VMware products Manage VMware product licenses
  • Access VMware Communities

Please note this maintenance window does not affect the VMware Knowledgebase or the various Product Support Centers where you may find articles and notes that will help you resolve issues you may encounter.

Additionally, customers will continue to have access to websites for SpringSource, Zimbra, Gemstone, Integrien and TriCipher and the support tools associated with them.

We appreciate your patience during this maintenance period. These system upgrades are part of our commitment to continued service improvements and will help VMware better serve your needs.

Fusion will not Install

You’ve downloaded Fusion from the VMware Downloads and Support page and you’re ready to install it. You double-click on the download and up pops an error:

There is no default application specified to open the document VMware-Fusion-3.1.1-282344.

That error isn’t exactly helpful is it? Luckily, you are reading this and we have the answer for you.

When downloading Fusion, particularly using the Download Manager, this issue occurs because the download was incomplete. If the download is incomplete, there’s no way it is going to install correctly. So, how does one check to see if this is what has happened to you?

I refer you to Knowledge Base article 1030501 – The downloaded Fusion file fails to open with the error: There is no default application specified to open the document. The article helps you troubleshoot this and provides steps to get Fusion installed correctly so you can carry on your way and get some real work done.

Unable to Provision Desktops ResPaths

Another in our Resolution Paths series, here are a couple more ResPaths for those of you who use VMware View. Recall that a ResPath article outlines a step by step process to troubleshooting an issue.

There are two similar scenarios that are addressed by Resolution Path Knowledgebase articles:

The articles have many steps in common but not all. You want to be sure to perform the checks in the order given or they might not work.

Remember that you can bookmark, email, print, subscribe, or socially share our KBs using the links in the right sidebar.

More about that Daylight Savings/Statistics problem

VMware ALERT We wrote a blog post last Thursday about the issue users of VMware vCenter Server may experience with performance charts after the time change over the past weekend.

We want to repeat the message today to try and reach everyone possible, and we’ll be putting an alert out via the VMware Toolbar.

So, again:

Users of VMware vCenter Server may notice the following since the time change:

  • Performance charts do not display data
  • Past week, month, and year performance overview charts are not displayed
  • Datastore performance/space data charts are not displayed
  • You receive the error: The chart could not be loaded

      The Knowledge Management Team has published KB article: Performance charts fail after Daylight Savings changes are applied (1030305) with further details about the issue and this KB article will be the official reference for this issue as it evolves.

    • VMware Fusion articles addressing 100% CPU utilization

      image Another in our Resolution Paths series from Stephen Gardner, here are two Resolution Path Knowledgebase articles that will help you sort out maxed out CPUs in VMware Fusion, you know, when you see 100% utilization in either the guest or the host.

      We’ve already published one article on virtual machine performance, but this is an important enough topic that it deserves more space and attention.

      The first path talks about why your guest might be using 100% of its assigned CPU(s) (or nearly that much). The first possibility is that a particular application of process is using that much (anti-virus apps, disk indexers, I’m looking at you), but it could be due to Fusion settings / configuration, USB devices, or something else. If this path doesn’t help you, this is an issue we’d love to know more about, so submit some feedback on the article!

      Here’s the Resolution Path: Troubleshooting a Fusion virtual machine that uses 100% of the guest CPU

      The second path is very similar to the first, but looks at usage of your Mac’s CPU instead. The issue may be due to Fusion configuration / setup again, or it might be an issue with a conflicting app on the Mac, or something gone wrong with the Fusion application itself. Again, if it’s none of those, this is an issue we’d love to know more about, so submit some feedback on the article!

      Here’s the Resolution Path: Troubleshooting a Fusion virtual machine that uses 100% of the Mac’s CPU

      Some good to know ThinApp articles

      Our ThinApp support team recently published four new KB articles that a recent workshop identified would be helpful to customers. Many customers using ThinApp can now benefiting from these articles.They are:

      We have also tweaked Collecting diagnostic information for VMware ThinApp (1006152) so that getting the application installation media is now “required” (if possible) rather than just when requested, and trace log files now only to be provided when requested.

      There are a few more that will be coming out shortly, but the above four are the most important currently.  If anybody has any questions or comments, or any other KB articles they’d like to see that would help customer / case resolution please let us know here.