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Category Archives: My VMware

My VMware support and license portal

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.

Super Users and Procurement Contacts in My VMware

Following on from our post yesterday, here is another video which discusses Super Users and Procurement Contacts in My VMware and demonstrates how to find their names and email addresses, and how to change the users who have these roles.

For additional information see VMware Knowledge Base article Super Users and Procurement Contacts in My VMware (2011011).

Exporting data to a CSV file in My VMware

This video discusses and demonstrates how to export My VMware data to a CSV file. Our video is based on VMware Knowledge Base article Exporting data to a CSV file in My VMware (2045109).

You can export data to a CSV file from numerous pages in My VMware:

  • Exporting data from the Users & Permissions page
  • Exporting folder data from the License Keys page
  • Exporting data from the Account Summary page
  • Exporting data from the Order History page
  • Exporting data from the Support Contract History page
  • Exporting data from Subscription Services pages

Note: The data you can view and export depends on your permissions. For more information about permissions, see VMware Knowledge Base article Users and permissions in My VMware (2006977).

NOTICE: Uploading support request information to VMware

MaintenanceDue to a change in the support request file upload process, you can no longer attach files to support requests in My VMware. The issue affects only attachments. You can continue to use My VMware to create, update, and view support requests.

To provide supporting information like log files, configuration files, and screenshots, follow the instructions in knowledge base article: Uploading diagnostic information for VMware (1008525).

Video Update: Resetting your My VMware profile password

Previously we released a video demonstrating the process described in VMware Knowledge Base article Resetting your My VMware profile password (2013961).

The corresponding Knowledge Base article and process has since changed so we are releasing a new version of this video which contains the updated process changes.

The update video is available below and has also been embedded into the relevant Knowledge Base article.

Video Update: VMware store purchasing and order details

Previously we released a video demonstrating the process described in VMware Knowledge Base article VMware store purchasing and order details (2006980).

The corresponding Knowledge Base article and process has since changed so we are releasing a new version of this video which contains the updated process changes.

The update video is available below and has also been embedded into the relevant Knowledge Base article.

Accessing VMware Downloads through My VMware (Updated)

Back in April of this year we released the video: Accessing VMware Downloads through My VMware. The My VMware portal was updated last week and some new features were introduced. One such change in this new release was that of the process for accessing VMware Downloads through the site.

Because the process had changed we updated both the content of the associated Knowledge Base article Accessing VMware downloads (2006993) and also the video tutorial demonstrating the process.

The new video has been embedded into the Knowledge Base article and is also available for viewing here.

Take note of those KB articles we present

When filing a Support Request in the My VMware Support Portal, you may notice there is a selection of five KB articles presented underneath the form after you tell us a few things about your issue. These articles are put there to help you resolve your issue before you have even spoken to someone, but did you know there is some intelligence behind what we show you? Today we will explore how we pick these KB articles. It is a rather involved and complicated process, but read on to discover how it’s done.

When you file a Support Request with VMware, everything related to what is done to resolve your issue, is kept as a record. This helps us spot trends, and keep track of issues that may occur frequently. After a certain amount of time, we gather reports to see what common KB articles are used to resolve an issue by the support engineers. The engineers document which KB articles they used in each and every support request they resolve. We then look at the ratings of the article, and how many times it has been linked to. If the KB article maintains a rating above three stars and is linked-to quite frequently, we know that KB article is particularly useful in helping people to resolve that issue. That’s not the only thing we do. We also comb through the case notes of Support Requests to pick up out trends, such as did a virtual machine lock up, did your ESXi host crash, did vCenter Server stop responding, etc.

This is all categorized by different selections our Technical Support Engineers make as they work your support request. We call these vCats which is the problem category, for example Host/Installation, and then a subcategory to describe the issue, a vSubCat, such as a Storage Failure. All this information is trended and tracked. We analyze the data with utilities that can spot these trends automatically although there is a manual component to it. Combing through this data can be a time consuming task. We have ways to automate our reports, but much of the qualitative aspect of analyzing this data is done by perusing spreadsheets, reading comments from the Technical Support Engineers, and the feedback we receive from customers.

Finally, when choosing the KB articles for the My VMware Support Portal we tend to target KB articles that utilize multiple steps and checks to troubleshoot the issue. We call these types of articles Resolution Paths. These step through specific issues step by step, and provide you a process for which to resolve your issue, such as an issue of virtual machine not being able to start up. In this way, it is also revealed how a Technical Support Engineer may troubleshoot the issue.

All in all, the idea is that these KB articles will help you save some time. Hopefully, you find these useful, and think about taking a gander at these KB articles next time an issue arises.