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Category Archives: Announcements

Important Announcement regarding the KB Digest blog

We have an important announcement today regarding this blog and the KB Digest blog.

Since 2007, our sister blog- The KB Digest has been published weekly, containing all the new KBs published by product the previous week.

What is being changed, and why?

The KB Digest is being merged into this blog, under the category KB Digest. With one central location for all Support communications with our customers we expect to be able to build our brand and broaden our audience.


1. Starting Jan 16 2017 no new content will be published to The KB Digest blog. Current content will remain active for one month after which the blog will be removed.
2. New posts will be found at The Support Insider, under the category KB Digest.
3. RSS subscribers will continue to receive updates uninterrupted (ie: no changes to your subscription are needed).

vSphere 6.5 is here! What you need to know

vSphere 6.5 has been released for all to download. We’re sure you 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 Knowledge Base articles that are brand new, or have been updated for vSphere 6.5

First of all: Download VMware vSphere and Get Your vSphere License Key

KB articles recommended by VMware Support before you start your journey:


For more details on the release please refer to the vSphere 6.5 announcement.

If you are interested in learning more about vSphere 6.5, there are several options:

Opening Support Requests online

If your first instinct when opening a support request with us is to pick up the phone, we want to tell you about some behind the scenes changes we’ve been up to, to make the alternative — opening your request online — much more appealing. And we’re pretty excited about it!

Now, when you login to my.vmware.com, right there on the main page, you’re going to see this graphic. Try clicking that blue button and see what we’re talking about.

newfeatureFirst, you’ll be prompted for your product from a pick list. Once you’ve done that you’ll begin to see the wizardry we’ve implemented. Let’s try a quick sample. My VMware asks us to type –in plain language– the nature of our issue. Okay, we want to know how best to do an upgrade.


As we typed this in, algorithms began churning away, not only live-updating a presented list of relevant KB articles, but also providing a confidence score that your issue can be resolved by that KB. Cool right?

Note: While a large number of our products are now setup to work, more are soon to come.

Try it out right now just to see how good our new technology is at solving issues.

Click here to start your journey!

VSAN Troubleshooting Video Series

vmware-vsanVMware Technical Support University is very proud to present our Virtual SAN Troubleshooting Video Series, comprising of 26 bite sized videos- not only covering troubleshooting but also design, requirements, compatibility, and upgrades. These were first presented in the  VSAN trouble shooting webinar that was conducted 27 October, 2016. This video collection, presented by Francis Daly is not to be missed!

***UPDATE: The videos have been moved. They are now part of a free 60-day Trial Subscription of the VMware Learning Zone. You can sign up for that and get access to all these videos (plus lots more) here https://mylearn.vmware.com/mgrReg/courses.cfm?ui=www_edu&a=det&id_course=316802

  1. Introduction to vSAN Troubleshooting – [1:27]
  2. vSAN Compatibility: Introduction – [2:51]
  3. vSAN Compatibility: vSAN Hardware & Software Requirements – [2:16]
  4. vSAN Compatibility: vSAN Architectural Best Practices – [7:57]
  5. vSAN Compatibility: Is My SSD Supported in vSAN? – [9:20]
  6. vSAN Compatibility: Is My RAID Controller Supported? – [8:00]
  7. Storage Policies: Introduction – [1:28]
  8. Storage Policies: vSAN Storage Policies In-Depth – [2:23]
  9. Storage Policies: What Are Witnesses? – [3:29]
  10. Storage Policies: Component States – [4:59]
  11. Storage Policies: Policy & Object States – [3:22]
  12. Storage Policies: Component Layout FTT1 SW1 – [3:25]
  13. Storage Policies: Component Layout FTT1 SW2 – [3:52]
  14. Storage Policies: Component Layout FTT1 SW1 VMDK 400 – [3:12]
  15. Storage Policies: FTT2 SW2 VMDK100 – [1:58]
  16. Storage Policies: Summary – [3:31]
  17. Common Issues: The Upgrade Process – [2:15]
  18. Common Issues: Upgrade Best Practices – [7:25]
  19. Common Issues: Inaccessible Objects – [3:25]
  20. Common Issues: Creation, Modification of Disk Groups – [3:43]
  21. Common Issues: Capacity – [1:34]
  22. Common Issues: Summary – [1:39]
  23. vSAN Software Components – [7:31]
  24. vSAN Troubleshooting Tools (Part 1) – [7:46]
  25. vSAN Troubleshooting Tools (Part 2) – [9:28]
  26. Summary – vSAN Troubleshooting – [1:23]

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.