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Category Archives: Announcements

VMware Portals Update


Update – VMware portals issues (download products, get license keys, or other tasks) are resolved.  We apologize for the inconvenience and appreciate your patience with this Severity 1 issue.


Should you have any questions, please contact our Global Support & Services team at my.vmware.com.

Scheduled My VMware Maintenance

MaintenanceMy VMware will be undergoing a scheduled system maintenance on Saturday, April 11th, 2015.  During the time indicated below, you will not be able to place orders or download products.  myLearn login and class registrations will also be restricted.

Begin: 02.00 PM PDT on Saturday, April 11 2015

End:    08.00:PM PDT on Saturday, April 11 2015

We apologize for any inconvenience this creates.


Many of you who read this blog also follow our social media accounts @vmwarekb, @vmwarecares, Facebook, and others. When we set out to engage with our customers online we wanted to be both proactive and reactive about it — that is, we would push out content like newly published KB articles, and we would answer customer questions. This has worked really well for us over the years and we thank all of you for helping making the ecosystem richer and a better place to work.

On the flip side, the number of channels tended to grow as new social networks came online. And grow. Eventually, what we ended up doing is confusing our customers as to which channel was for what purpose? We’re fixing that.

To stop this channel creep, over the next few weeks we will be consolidating some channels as follows:


Change: @vmwarekb is being retired. @vmwarecares will be the single voice going forward. We’re going to do this by renaming the vmwarekb account (as it has far more followers) to vmwarecares.

Action: If you currently follow vmwarekb you don’t need to do anything. You will still be subscribed to us, but the name will now be vmwarecares. If you follow vmwarecares currently you will need to re-follow us.


Change: VMware Knowledge Base is being retired and will go dormant. VMware Cares will be the single page going forward.

Action: Please ‘Like’ our VMware Cares.

By consolidating channels we hope to simplify and clarify the contact options to serve you better.

Come see us at VMworld!

Once again this year, the folks behind Knowledge Experience are coming to VMworld to showcase all the new things we’ve been up to since last year. I am sure you are asking why it is called Knowledge Experience – we have a new mission and vision and that is to provide contextual content to the customer to ensure they can solve their issue before they need to create a service request – we are looking for your insights and feedback on how you would like to see this.

Some of you will remember the great vSphere networking posters we were handing out last year. We’re happy to announce we have another one – this time for VMware View. All the interconnecting ports/protocols… these look great on the wall! To get yours, come say hello to Rick Blythe at the VMware Communities Info Desk in the Hang Space during these times:

  • Monday: 11am – 2pm
  • Tuesday: 11am – 2pm
  • Wednesday: 1pm – 4pm

That’s not all — in the Solutions Exchange Sharon, Robyn, and Rick have two demos for you:

  1. New My VMware Web Portal prototype
  2. New My VMware iPhone App prototype

We’re really pumped to hear what you have to say about how we can provide you more contextual content to help you solve problems before creating a support request and therefore reducing your time and effort so that you can get back to your day jobs – We’ll be right next to the My VMware pod.  Our pod is titled:

Using Knowledge to Get Answers Quickly

  • Leverage online self-help support
  • Prevent or resolve problems quickly
  • Provide input to new concierge model

We hope you drop by; we’d love to hear what you think!

See you there!

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.


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?