VMware Service Request: Difference between revisions
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# Create diagnostic bundle | # Create diagnostic bundle | ||
#* <code> vm-support </code> | #* <code> vm-support </code> | ||
# Log is generated in <code /var/log/ </code> unless otherwise stated, once created, download to local machine, ready to upload to VMware | # Log is generated in <code> /var/log/ </code> unless otherwise stated, once created, download to local machine (via PSCP or direct from scratch disk), ready to upload to VMware | ||
== Create SR Ticket == | == Create SR Ticket == | ||
| Line 33: | Line 33: | ||
== Upload Logs to VMware == | == Upload Logs to VMware == | ||
It makes life easier if you collate all files into one local directory | It makes life easier if you collate all files into one local directory | ||
# In a command prompt, change the directory to where ever the logs are that you want to upload | # In a command prompt, change the directory to where ever the logs are that you want to upload (use <code> lcd <dir> </code> to change once FTP started) | ||
# Open up FTP session to VMware | # Open up FTP session to VMware | ||
#* <code> ftp ftpsite.vmware.com </code> | #* <code> ftp ftpsite.vmware.com </code> | ||
| Line 43: | Line 43: | ||
#* EG <code> cd 1234567890 </code> | #* EG <code> cd 1234567890 </code> | ||
# Upload files | # Upload files | ||
#* Use <code> prompt </code> to turn off interactive prompting to upload multiple files easily | |||
#* EG <code> mput *.zip </code> | #* EG <code> mput *.zip </code> | ||
# Close session when complete | # Close session when complete | ||
Latest revision as of 09:08, 30 September 2010
VMware will as many logs as you can gather. If possible, this is best done from the Virtual Centre server, but if your reporting a problem with an ESX you'll also need to get logs direct from the ESX. Its worth kicking off log generation 1st, as it takes some time and VMware won't be able to do much without them.
Generate Logs
Virtual Centre
- Go to File | Export | Export Diagnostic Data...
- Tick all the appropriate machines
- Leave Include information from VirtualCentre and VI Client ticked
- Browse to an appropriate folder location
- Select OK, generation typically takes 5 - 15 mins
ESX
If you can connect a VI Client direct to the ESX, you can use this to generate a diagnostic bundle in a asimilar fashion as you would for a Virtual Centre, alternatively...
- SSH to the ESX
- Change to the temp directory
cd /tmp
- Create diagnostic bundle
/usr/bin/vm-support
- Once created, download to local machine, ready to upload to VMware
ESXi
If you can connect a VI Client direct to the ESX, you can use this to generate a diagnostic bundle in a asimilar fashion as you would for a Virtual Centre, alternatively...
- SSH to the ESX
- Create diagnostic bundle
vm-support
- Log is generated in
/var/log/unless otherwise stated, once created, download to local machine (via PSCP or direct from scratch disk), ready to upload to VMware
Create SR Ticket
In case of a severity 1, production impact problem, do not raise a ticket via the web, call VMware on number at listed https://www.vmware.com/support/uk.html
- Go to https://www.vmware.com/support/login.do
- Login with email username and password
- Click on an appropriate product and fill out the form
Upload Logs to VMware
It makes life easier if you collate all files into one local directory
- In a command prompt, change the directory to where ever the logs are that you want to upload (use
lcd <dir>to change once FTP started) - Open up FTP session to VMware
ftp ftpsite.vmware.com- User/pass:
inbound / inbound
- Change to binary
bin
- Create directory with same name as SR number, and move into that directory
- EG
mkdir 1234567890 - EG
cd 1234567890
- EG
- Upload files
- Use
promptto turn off interactive prompting to upload multiple files easily - EG
mput *.zip
- Use
- Close session when complete
bye
- Notify VMware that files have been uploaded, either by updating ticket, or emailing webform@vmware.com with subject including SR number "VMware Support Request SR# <SR NUMBER HERE!!>"