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Category Archives: Announcements

Scheduled Maintenance April 11

VMware will be performing a system upgrade to several VMware Support Web applications on Friday, April 11th, 2014 from 7:00PM to 7:45PM Pacific Time. 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 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.

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.

Investing in Services – Announcing Acquisition of Third Sky, Inc

Scott Bajtos, SVP, Global Services, VMware

Scott Bajtos, SVP, Global Services, VMware

VMware has always had a strong appetite for healthy disruption. We disrupted the data center and now we’re radically transforming IT with technologies that make your business more agile, efficient, and profitable. But it’s not enough to lead with great products. To insure our products are delivering the types of business outcomes our customers expect, services has also become a key ingredient for success. As we move into 2014, we are seeing a change in the demand for services from our customers and from the industry as a whole. Our customers continue to embrace the Software-Defined Data Center, focusing on delivering IT as a Service with new levels of agility, security, reliability and efficiency, often not knowing how to do it on their own. And increasing technology complexity makes it hard for customers to realize the full value of their investment and to achieve business outcomes. The pressing issue for our customers is not technology itself – but how to best adopt, optimize and manage the use of technology by changing people’s roles, process, organizations and governance. That’s where comprehensive services come into play.

Our team of consultants focus on three interconnected engagement touchstones – Connect, Focus, and Empower – that enable us to consistently deliver positive, tangible advantage to you, our customers. We want to lead the way in helping to deliver business results from your IT purchases, which can only be achieved with professional services.

That’s why I’m very pleased to share that VMware announced today, March 6, 2014, that it has acquired Third Sky, Inc. Third Sky, Inc. is a full service IT Service Management consulting, education, and technology provider headquartered in San Francisco with offices across the US. The addition of Third Sky, Inc. provides VMware with an experienced consulting team to extend our capabilities with additional insights, methods, and experience relating to IT Service Management (ITSM) best practices. An established thought leader in ITSM, their experts co-authored the Information Technology Infrastructure Library (ITIL) 2011 edition. ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. The Third Sky, Inc. team will join and complement VMware’s existing Accelerate Advisory Services. Together, the combined practice will assist our clients achieve business transformation through IT transformation.

We are excited to welcome Third Sky, Inc. into the VMware family! With their contribution, you can expect us to continue to deliver fast results, while helping you cut costs and accelerate business breakthroughs that have a material impact on your top line. Thank you for your business and continued trust in VMware.

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Some Small Changes Around Here

Those of you who follow us on Twitter @vmwarecares and @vmwarekb are going to notice a small change. Same goes for our Facebook pages (VMware Knowledge Base and VMware Cares).

In order to better serve our global customer base, we are transitioning the concierge focused vmwarecares responsibilities to our Customer Service team. Some new faces on that team will be responding to your inquires going forward.

The vmwarekb social accounts will still be manned by me, but I will be focusing my efforts on creating more technical content for you IT types and answering your technical questions. In the past I was behind both accounts, and so the lines would sometimes blur between the two.

From now on, if you have a My VMware issue, a problem downloading software, or licensing questions, reach out to @vmwarecares. If you are looking for a KB on <insert topic>, @vmwarekb is your best bet. :)

See you on the Interwebs!

vCenter Support Assistant version 5.5 is now available

Submit support requests and receive troubleshooting alerts with vSphere Web Client

Do you want to shorten the time it takes to submit a support request and upload diagnostic support data to GSS? Do you wish to be notified about latent technical issues in your VMware vSphere environment before they impact your environment so you can spend less time troubleshooting and more time on important business?

If you answered yes to either of these questions, then VMware vCenter Support Assistant 5.5 can help. Support Assistant is a free VMware vCenter Server plug-in available to anyone with VMware support entitlements – regardless of whether that entitlement is via subscription or paid-for incident packs.

This latest release builds on the previous release’s ability to open and manage support requests directly in the vSphere Web Client. vCenter Support Assistant 5.5 introduces new functionality that automates the process of collecting and uploading ESXi and vCenter Server support bundles, and matches this data to a continuously updated list of known customer issues to provide you with proactive alerts and recommended fixes. Furthermore, diagnostic support data is transmitted over either HTTPS or FTP and is sent directly to VMware without going through intermediaries.

To save time and improve your support experience, download vCenter Support Assistant 5.5 for free today!

Download here: http://www.vmware.com/go/download-vcenter-support-assistant

Learn more here: https://www.vmware.com/products/vcenter-support-assistant/overview.html

Support Assistant 5.5 figure 1

Support Assistant 5.5 figure 2

vSphere 5.5 is here! – KBs you need to know about

vSphere 5.5 has been released for all to download. We’re sure vSphere users are all eager to install a copy and start kicking the tires, and we’re just as eager to see that you get started on the right foot. With this in mind, we have created the following list of Knowledgebase articles that are brand new, or have been updated for vSphere 5.5 You’ll notice lots of best practices KBs here.

The first grouping contains absolute ‘must know’ information, the second grouping gets a bit more into details.

Also not to be missed:

Announcing: Support Insider Live

Announcing Support Insider LiveWe are delighted to announce a new video initiative from the Knowledge Management team at VMware that will bring you tips straight from the mouths of our front-line Technical Support Engineers.

Support Insider Live videos are short, to the point nuggets of wisdom from those who work on customer issues daily. Ranging from basic to advanced, each video will address one idea, probably answering a question you’ve asked yourself.

Videos are hosted on our VMware KBTV channel on YouTube in a new playlist called Support Insider Live. Each video will be blogged about here if you wish to consume them that way. Our first video answers the question, “What is a PSOD?”

We’d love to hear your feedback! Have any requests?

VMware vCloud Hybrid Service KB Articles

For those of you getting your feet wet with our new VMware vCloud Hybrid Service platform, we have the following Knowledgebase articles ready to help you get started. You are now armed to tackle the future.

We’ll be tweeting these out tomorrow too for those of you who follow us @vmwarekb

vCenter Server 5.1 Update 1a

Back on April 29th we posted an alert: ALERT: Login issue after updating to vCenter 5.1 Update 1 which detailed a scenario whereby customers might be unable to log in using the vSphere Web Client or domain username/password credentials via the vSphere Client after updating to vCenter 5.1

Tonight at 7:30pm PST, vCenter Server 5.1 Update 1 will be removed from the VMware download site and will be replaced by vCenter Server 5.1 Update 1a. The primary aim of the 5.1 U1a release is to address the regression that was identified in 5.1 U1.

Customers are urged to read the README included with the new update before they apply the update.

Details of what has and has not been fixed are provided in this KB article: http://kb.vmware.com/kb/2037410

New My VMware KB Articles for New Features

Last week we talked about how My VMware had turned one (year old), and the changes that have come about since its inception. Today, we present a list of Knowledgebase articles that have been published to explain new features. Chances are good you’ve been looking for one or more of these features.

Introducing … RSS updates from the VMware Compatibility Guide / HCL

In the past, administrators wishing to determine whether their specific hosts, guest operating systems, storage arrays, or other hardware were on the official VMware Compatibility Guide / HCL had to continually return to our page to see if VMware had added support or added any updates.

The new and improved VMware Compatibility Guide makes it easier to get updates about specific hardware by providing RSS feed subscriptions. To subscribe to updates about an item:

  1. Search for the item you’re interested in.
  2. From the search results, click the model name.
  3. In the Model Detail seciton of the page, at the bottom-right corner, click the rss feed link.

You’ll be prompted for a way to subscribe to the feed, based on your browser and configuration. Updates will be sent via RSS when the page for this model is updated.

For more information about the Compatibility Guide / HCL, see our KB article Using the VMware HCL and Product Interoperability Matrixes (2006028).