You’re all familiar with the VMware Knowledgebase, but do you know what a Resolution Path KB is? Well, it’s a very special kind of KB article, and we’ve incorporated Mind Maps into them too, but more on that in a minute.
Resolution Path KBs are collections of modular steps that can be used to solve tech support issues. Being modular, they can be re-used in other resolution paths. A good example is using the ping command to test network connectivity. This step is used in all kinds of troubleshooting procedures. Put a number of these steps together, and you can create sets of very methodical troubleshooting steps.
Mind Maps are a visualization of our Resolution Path KB articles, which help you understand the organization of how it all fits together.
Here are our KBs that are Resolution Paths. You should keep these links close at hand for the products you use. You’ll be surprised at how many common issues are covered in these.
Today we have a new video tutorial for you. This video will demonstrate how to manually uninstall VMware Fusion 4…not that you would ever want to do something like that…why would you want to uninstall something as beautiful and amazing as VMware Fusion 4?
The truth is, every now and then there does in fact arise a need for you to uninstall software such as VMware Fusion 4 from your system, For instance, when you want to upgrade your system or when you want to sell your system to one of your friends but you don’t want your friend to get their hands on your favorite virtualization platform!
We have a similar video for uninstalling VMware Fusion 3. The procedure for uninstalling Fusion 4 is actually quicker and easier than that of Fusion 3.
As more and more of you are signing up to the My VMware beta to get a first glimpse of new and exciting features, we are busy tweaking things to just they way you want.
Launch is fast approaching, and we’ve put together a brand new 10 page slide-deck that demonstrates just how much we have simplified things when it comes to user experience. Take a peek and tell me you’re not looking forward to this! Better yet – sign yourself up for the beta! We still have plenty of spots open.
Here is a video on how the entire Global Support Services group here at VMware is organized to get you the technical support you need from VMware. Learn about Support Days, a very popular seminar style event we offer, as well as all of the social support channels we offer including Twitter, Facebook, Communities, and our blogs.
Some of you will have seen this video before, but it's a good one to show to our newer subscribers.
Angela Jaques is a Director in Global Support Services at VMware.
This morning while going about my duties monitoring various social media I picked up a Tweet from a customer indicating he had just gotten past a particularly nagging problem during one of his upgrades. What caught my eye being a representative of the Knowledge Management team here at VMware was the fact that he cited a blog post (not one of ours) as having the fix he needed, and as well, pointing out that his problem was not found in our Knowledgebase.
This was enough for me to pounce on the opportunity to fill a gap in our arsenal of KB articles. I have a whole team of subject matter experts at my disposal whose sole task is to author new KB articles. We also have an elaborate workflow process wrapped around every aspect of what we do. In a matter of minutes I had a work item in the hopper to be processed by one of our technical experts, to be then sent through a team of technical writers for final edits, and then on to final publishing in our Knowledgebase.
I Tweeted back to this customer that we were taking action too. One more opportunity to (hopefully) exceed expectations!
Most of our KB content comes from our support engineers manning our phones in our call centers, but a significant number also come from this customer driven discovery process. It's a win-win for us.
If you ever need a fix for something we have not covered in the KB, we invite you to simply ask for it!
VMware will be performing a system upgrade to several VMware web applications on Friday, January 20, 2012 from 7:00PM until 11:00PM Pacific Time.
If you need to file a support request while the upgrade is in progress, you will need to call VMware Technical Support for assistance. Our global toll-free numbers for support can be found at: http://www.vmware.com/support/phone_support.html
These system upgrades are part of our commitment to continued service improvements and will help VMware better serve your needs. We appreciate your patience during this maintenance period.
In the past, upgrading versions of VirtualCenter or vCenter Server sometimes meant a time consuming call into Tech Support because of an issue here or there related to the SQL databases that support these products.
For everyone dealing with upgrades we've released a Pre-Upgrade Checker that you can run on your current vCenter Server database to reveal problems that could prevent the upgrade or impact the performance of your database after the upgrade.
The Pre-Upgrade Checker can be used for the following upgrades:
On a VirtualCenter 2.5 Update 6 or later database before you upgrade to vCenter Server 4.x
On a vCenter Server 4.0.x database before you upgrade to vCenter Server 4.1 or 5.0
On a vCenter Server 4.1.x database before you upgrade to vCenter Server 5.0