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Category Archives: My VMware

My VMware support and license portal

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!

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.

How to find your Customer Number in My VMware

This video discusses and demonstrates how to find your Customer Number in My VMware.

The Customer Number is a 10-digit numeric unique identifier that is assigned to each customer. The Customer Number is created when you create a My VMware profile or when a new order is placed for users that do not have a My VMware profile. Customer Numbers are unique to individuals (similar to a personal identification number).

You can use your Customer Number to:

  • Log in to My VMware
  • File Support Requests by phone using the interactive voice response system (IVR)
  • When working directly with a Customer Service Representative

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.

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).