VMware Service Request

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

1. Go to File | Export | Export Diagnostic Data...
2. Tick all the appropriate machines
3. Leave Include information from VirtualCentre and VI Client ticked
4. Browse to an appropriate folder location
5. 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...

1. SSH to the ESX
2. Change to the temp directory
   • cd /tmp
3. Create diagnostic bundle
   • /usr/bin/vm-support
4. 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...

1. SSH to the ESX
2. Create diagnostic bundle
   • vm-support
3. 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

1. Go to https://www.vmware.com/support/login.do
2. Login with email username and password
3. 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

1. 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)
2. Open up FTP session to VMware
   • ftp ftpsite.vmware.com
   • User/pass: inbound / inbound
3. Change to binary
   • bin
4. Create directory with same name as SR number, and move into that directory
   • EG mkdir 1234567890
   • EG cd 1234567890
5. Upload files
   • Use prompt to turn off interactive prompting to upload multiple files easily
   • EG mput *.zip
6. Close session when complete
   • bye
7. 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!!>"