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Monthly Archives: October 2012

Top 10 Support Insider Articles for October

Happy Hallowe’en, readers! As it’s the last day of the month, I thought I’d look back on my personal Gangnam-style parody what posts were popular in October. Not surprisingly, our number one post revolves around the release of Windows 8. Have a look… See anything you missed?

  1. Installing Windows 8 as a guest operating system in VMware Workstation 9.x
  2. Installing the VMware vSphere 5.1 Web Client
  3. Installing Mac OS X 10.7 (Lion) as a virtual machine in VMware Fusion 4
  4. Configuring and Using WSX in VMware Workstation 9
  5. ALERT: vSphere 5.1 is not compatible with any versions of VMware View
  6. vSphere SSO Resources
  7. Installing VMware vCenter Server 5.1 using the Simple Install method
  8. Getting Started Right with vSphere 5.1
  9. Installing or upgrading to ESXi 5.1 best practices
  10. vSphere Client on Windows 7 now supported

Implementing CA signed SSL certificates with vSphere 5.1

SSLOne of the most common things we see in VMware Global Support Services (GSS), regardless of product, version, or customer, is the need to implement custom certificates. This could be for a number of reasons:

  • Security
  • To get rid of the warning when you first login
  • You like a challenge

Whatever the case may be, in vSphere 5.1, the process has changed due to the addition of vCenter Single Sign On (SSO), which adds complexity to the procedure. This is because the majority of services register themselves to SSO. As a result of changing the certificates, the services also need to be re-registered.

As a result of repeated question from customers coming in on this, we gathered our Professional Services, Engineering, and Technical Writers to develop the following Resolution Path to guide you through the various steps through to completion (you can read more about resolution path articles here).

Resolution Path Article:

Child articles in the resolution path are:

Note: It is recommended that you follow the articles in the sequence provided as many steps are dependent on each other.


We have also created an article with the steps for vCenter Server Appliance 5.1:

Finally, we have updated these vSphere 5.0 articles thanks to feedback received on them:

Note: The vCenter Service fails to start up issue is now resolved in vCenter Server 5.1.0a. For more details, refer to KB article:
vCenter Server Services hang on startup after upgrading to vCenter Server 5.1 (2035623).

We hope that this helps everyone through their SSL implementation. If you find any errors or anomalies, there’s a feedback form at the bottom of every article. We will be keeping an active eye on your feedback!

EPP: Enrollment, Overview, and Fund Management

VMware EPP enables customers to purchase software licenses in volume easily, and to benefit from cost savings in a flexible way. We have created four short videos, shown below, to introduce you to EPP and show you how to get started with it.

This presentation discusses and demonstrates how to use the Enterprise Purchasing Program (EPP) Configurator to estimate the number of EPP tokens to purchase.

This presentation discusses and demonstrates the process for enrolling the different VMware Purchasing Programs which include the Volume Purchasing Program (VPP) and the Enterprise Purchasing Program (EPP). We start with: Enrolling in Enterprise Purchasing Program (2032836)

Here is a demonstration of Viewing Active Funds, Sub-Funds, Expired Funds, and the associated details in Enterprise Purchasing Program (2031488). This video discusses and demonstrates how to find information about an EPP Fund Owner’s active and inactive EPP Funds on the My VMware portal.

Next, we present for you Using the Fund Information view in Enterprise Purchase Program (2032119). This video discusses and demonstrates the action steps that a Fund Owner and Fund User can conduct with an active EPP Fund on the EPP Page of My VMware. Specifically, the video shows how to View Fund Details (create Sub-Funds, assign a new Fund User), Transfer Tokens, Add or Delete Partners and Redeem tokens.

Finally, this presentation Upgrading a license in Enterprise Purchasing Program (2043512) explains the eligibility criteria and the steps required to upgrade a license using EPP tokens. The video shows demonstrations of a full and a partial upgrade.

Collecting diagnostic information from vCenter Server 5.1

We have recently updated KB article: Collecting diagnostic information for VMware vCenter Server (1011641) with vCenter Server 5.1 information, says Joel Yaross, Technical Support Engineer in our Broomfield Colorado office.

“If you’re using the vSphere Web Client, you can select hosts from which to generate and download system log files with the option to include vCenter Server and vSphere Web client logs. For more information, see KB: Collecting diagnostic information for ESX/ESXi hosts and vCenter Server using the vSphere Web Client (2032892).

Note: You can also you use the Log Browser feature in the vSphere Web Client to view, search, and export one or more vCenter Server or ESXi log files. For more information, see Using the Log Browser to view, search, and export Logs for troubleshooting (2032888).”

Mac users cannot upload files through the My VMware portal

We have recently been made aware of an issue that may impact our customers’ ability to  upload files through the My VMware portal.

A recent Mac OS release has removed the Java plug-in. The Java plug-in is a requirement to upload files on the My VMware portal. Apple decided to remove the Java plug-in for Mac OS 10.7 and later, as explained in their KB article, About Java for OS X 2012-006 and here. Engadget also covers the story: Apple says no Java for you, removes plugin from browsers on OS X 10.7 and up.

If you are trying to upload files through the portal, you can also use FTP. For more information, see our KB article, Uploading diagnostic information to VMware (1008525), which covers how to collect and upload files. We’ve updated this article to include the latest details for Mac OSX users.

How to file a Support Request in My VMware

Hey, just a very quick post here to let you know that the My VMware portal was updated this past weekend. As a result, the process for filing a support request in My VMware has changed ever so slightly. VMware Knowledge Base article Filing a Support Request in My VMware (2006985) has been updated to reflect these changes.

With these changes in mind, we have also uploaded three updated versions of the original videos that were embedded into this article. These videos discuss and demonstrate the process for Filing a Technical Support RequestFiling a Product Licensing or Account Support Request and Filing a General Inquiries Support Request in My VMware respectively.

Here are the three videos.

Tech Preview – Virtual Volumes

Well, it’s a new day so here is a new video for you to watch and consume while you surf the web looking for interesting videos to watch during your lunch break at work 🙂

Disclaimer : This a Technology Preview. This functionality is not available at the moment. It is simply demonstrating the exciting prospects that the future holds for Storage related operations within the virtual world.

Following on from some of the major storage announcements made at VMworld 2012 this year, here is an overview of the Virtual Volumes (VVOLs) feature.

Virtual Volumes is all about making the storage VM-centric – in other words making the VMDK a first class citizen in the storage world. Right now, everything is pretty much LUN-centric, especially when it comes to snapshots and replication. We want to change the focus to the VMDK, allowing you to snapshot or replicate on a per VM basis from the storage array.

In this video we have our good friend and regular guest contributor Cormac Hogan (Senior Technical Marketing Architect within the Cloud Infrastructure Product Marketing group at VMware) discuss and demonstrate some interesting aspects of this feature.

Cormac touches on the following:

  • The major objects and their respective roles in Virtual Volumes or VVOLs
  • Storage Provider
  • Protocol Endpoint
  • Storage Container

For additional information, check out Cormac Hogan’s blog post: Virtual Volumes (VVOLs) Tech Preview [with video].

Note: For best viewing results, ensure that the 720p HD setting is selected and view in full screen mode.

Using the new vCloud Network and Security to load balance multiple vSphere Web Client Servers

Hello again KBTV fans!

Today we have a new video tutorial for your viewing pleasure.  In this video we have a demonstration of Using the new vCloud Network and Security to load balance multiple vSphere Web Client Servers.

This tutorial features William Lam who is a Senior Technical Marketing Engineer for vSphere and vCloud here at VMware. William is a contributor for the VMware vSphere Automation blog and also is a contributor towards the 3rd party virtuallyGhetto blog.

William discusses and demonstrates how to use the new vCloud Networking and Security to easily create a Load Balancer to help load balance multiple vSphere Web Client Servers. This provides high availability and ease of scaling out your vSphere Web Client Servers as your user base grows.

For additional information relating to this video, check out William’s blog post: Using the New vCloud Networking and Security to Load Balance Multiple vSphere Web Client Servers.

Note: For best viewing results, ensure that the 720p HD setting is selected and view in full screen mode.

Enabling vSphere Distributed Switch Health Check in the vSphere Web Client

Greetings KBTV fans!

It’s been about two weeks since our last video post and there are several reasons for the lack of fresh content. Firstly there was VMworld Europe 2012 which took place last week in Barcelona and secondly I was away on vacation. Yes, you read correct, VMware do actually allow me to take vacation from time to time :-).

So, apologies for the lack of fresh video goodies but I am back now so we can start again with our weekly serving of new video tutorial uploads for your viewing pleasure.

To kick things off, here is a new vSphere 5.1 related video whereby we demonstrate enabling the vSphere Distributed Switch Health Check in vSphere 5.1 using the vSphere Web Client. Specifically, in this video you will see a tutorial of how to enable the Health Check feature and also a demonstration of the Health Check feature in action.

For the purpose of this video demonstration we use a simple “typo” in one of the vLAN IDs in order to simulate the Health Check issuing a warning in the vSphere Web Client due to the misconfigured vLAN ID.

For additional information, see VMware Knowledge Base article Enabling vSphere Distributed Switch health check in the vSphere Web Client (2032878).

Stay tuned for more videos which will become available as the week progresses.

Current Trending Issues and how to fix them

We’ve been doing some trending analysis to figure out the issues that our support folks are running into, beginning with System Management and Networking. Based on our analysis so far, here are the 5 top areas where our customers are encountering issues today. For each problem area, we provide the most frequent resolutions to those problems.

Top Issues in System Management

vCenter Server installation issues Troubleshooting a failed vCenter Server installation (1003890)
Problems with ESXi hosts (hardware issues) Common ESX/ESXi host configuration issues which can cause virtual machines to become unresponsive (1007813)
vCenter Server database problems corrupt or slow Troubleshooting vCenter Server database configuration issues (1003960)
Issues virtual machines, not able to manipulate them (ie. Power Operations, vMotion, etc.) Troubleshooting a virtual machine that has stopped responding (1007819)
Issues getting performance statistics from vCenter
Troubleshooting gaps in performance data or missing performance data in vCenter Server (1003878)


Top Issues in Networking

Network Datapath problems
Identifying Fibre Channel, iSCSI, and NFS storage issues on ESX/ESXi hosts (1003659)
Network Performance issues
Troubleshooting network performance issues in a vSphere environment (1004087)
Network Guest OS issues
Troubleshooting virtual machine network connection issues (1003893)
Networking Host Issues Identifying Fibre Channel, iSCSI, and NFS storage issues on ESX/ESXi hosts (1003659)
Network vSS issues ESX/ESXi hosts have intermittent or no network connectivity (1004109)