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VMware VirtualCenter 1.1 Support Documentation


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Technical Support Resources

There are several resources available for researching and finding solutions for issues and concerns. The following sections describe the options.

Documentation on the Web

Documentation on the Web

Full documentation for VMware VirtualCenter, including the latest updates to the manual, can be found on the VMware Web site at: www.vmware.com/support

VMware Knowledge Base

VMware Knowledge Base

You can find troubleshooting notes and tips for advanced users in the knowledge base on the VMware Web site at: www.vmware.com/support/kb/enduser/std_alp.php.

VMware Newsgroups

VMware Newsgroups

The VMware newsgroups are primarily forums for users to help each other. You are encouraged to read and post issues, work-arounds and fixes. While VMware personnel may read and post to the newsgroups, they are not a channel for official support.

The VMware NNTP news server is at: news.vmware.com.

For a listing of all current newsgroups and the topic areas they cover, refer to: www.vmware.com/support/newsgroups.html

VMware Community

VMware Community

The VMware community is a set of moderated discussion forums hosted on the VMware Web site and is open to users of all VMware products. VMware technical staff regularly monitor the forums to learn about your issues and feedback, and help facilitate discussions when appropriate.

To participate in the community:

  1. Go to: www.vmware.com/community
  2. Create a user account.
Reporting Problems

Reporting Problems

If you have problems while running VirtualCenter, please report them to VMware technical support.

The following guidelines describe the information we need from you to diagnose problems. This information largely comes from various log files. Which log file we need depends upon the problem you encounter.

  1. Register your serial number.
  2. Describe the steps you took in the period before the failure occurred.
    • Save any other information that might help reproduce the problem.
    • Record a description of your physical hardware and of the software (operating system and applications) that was running in the virtual machine, if applicable.
  3. Collect the logs and files requested by VMware technical support.

    Refer to Viewing System Logs below for a description of possible logs and files.

  4. Contact your VMware Technical Support representative.

    If you are requesting support directly from VMware, then report your problems using the support request form on the VMware Web site at: www.vmware.com/requestsupport

    Refer to your service contract for additional information.

Viewing System Logs

Viewing System Logs

There are several files available that might be requested by the VMware technical support to help resolve your problem. The following describes the files, when you might need them.

 Component
 Operating System
 Name
 Location
 VirtualCenter service log
 Windows
 vmware-vpxd-[user]- [pid].log
 Temp directory, Example:
 C:\Documents and Settings\Administrator\ Local Settings\Temp\ vmware-vpxd-Administrator-1024.log
C:\WINDOWS\Temp\vmware-VirtualCenter-SYSTEM- 1024.log
C:\WINNT\Temp\vmware-VirtualCenter-SYSTEM- 1024.log
 GSX Server registration service log
 Windows
 vmware-serverd.log
 C:\Windows\Temp
 Linux
 vmware-serverd.log
 /var/log/vmware
 ESX Server service log
 ESX Server
 vmware-serverd- [user]-[pid].log
 Temp directory, Example:
 /tmp/vmware-serverd-root-1024.log
  VMware Management Interface log
 Windows
 mui.log
 C:\Program Files\VMware\VMware Management Interface
 Linux
 error_log
 /var/log/vmware-mui
  VMware Virtual Machine Console
 Windows
 vmware-<username>- <PID>.log
 Temp directory, Example:
 C:\Documents and Settings\<username>\Local Settings\Temp
 The path to this file appears in the About dialog box. In a console, choose Help > About VMware VirtualCenter, and look under Additional information.
 Linux
 ui-<PID>.log
 Temp directory, Example:
 /tmp/vmware-<username>
 The path to this file appears in the terminal when you start the console.
 If you encounter problems with the VMware Virtual Machine Console on a remote client, please submit a support request and this log file.
 ESX Server log
 ESX Server
 vmware-ccagent-n.log
 /var/log/vmware/
 C:\WINNT\TEMP
 C:\WINDOWS\TEMP on Windows XP or Windows 2003 systems
 Where n increments after the first log from 0 to 9. The most recent log is the one without a dash number.
 VirtualCenter installation log
 Windows
 
 VirtualCenter server host.
 VMware Virtual Machine Console installation log
 WIndows
 VMInst.log
 Temp directory, Example:
 C:\Documents and Settings\<username>\Local Settings\Temp.
 The Local Settings folder is hidden by default. To see its contents, open My Computer, choose Tools > Folder Options, click the View tab and select Show Hidden Files and Folders.
 Linux
 VMInst.log
 /etc/vmware
 Virtual Machine Log
 Windows
 vmware.log
 In the same directory as the configuration file (.vmx) of the virtual machine that had problems.
 The path to the log file of the active virtual machine appears in the About dialog box. In a console, choose Help > About VMware VirtualCenter, and look under Additional information.
 Linux
 <vmname>.log
 In the same directory as the configuration file (.vmx) of the virtual machine that had problems.
  Run the support script or save the log file before you launch the failed virtual machine again
 virtual machine's event log
 Windows
 event- <path_to_configuratio n_file>.vmx.log
 On the virtual machine host.
 C:\Program Files\VMware\VMware VirtualCenter\vmserverdRoot\eventlog
 Linux
 /var/log/vmware
 Some of the log information is displayed in the VMware Management Interface.
 Virtual machine core file
 Windows and Linux
 vmkernel-core.<date> and vmkernel- log.<date>
 /root directory after you reboot your machine.
 Virtual machine configuration file
 Windows and Linux
 .vmx
 On the virtual machine host.
 Migration history log
 Windows
 
 /proc/vmware/migration/history
 On the VirtualCenter server.
 Service Console log
 ESX Server
 
 /var/log/messages
 To view service console messages: from the management interface, click the Service Console Log tab.
 Service Console availability report
 ESX Server
 
 To view the server availability report: from the management interface, click the Availability Report tab.
 The availability report contains useful information about server uptime and downtime. This includes detailed statistics regarding uptime history and an analysis of downtime.
 VMkernel messages
 ESX Server
 
 /var/log/vmkernel in the service console
 To view the VMkernel message log:, from the management interface, click the VMkernel Log tab.
 VMkernel alerts and availability report
 ESX Server
 
 /var/log/vmkernel in the service console
 To view VMkernel log and the availability report: as the root user, from the management interface click Options >System Logs > the appropriate tab for the log file you want to view.
 VMkernel warning
 ESX Server
 
 /var/log/vmkwarning in the service console
 To view VMkernel warnings and serious system alerts, from the management interface, click the VMkernel Warnings tab.

Collecting Log Files

Collecting Log Files

There are several files available that might be requested by the VMware technical support to help resolve your problem. The following describes script processes for generating and collecting some of these files.

There are several files available that might be requested by the VMware technical support to help resolve your problem. The following describes script processes for generating and collecting some of these files.

Collecting VMkernel Files

Collecting VMkernel Files

If the VMkernel fails, normally an error screen is displayed for a period of time and then the virtual machine reboots.

If you specified a VMware core dump partition when you configured your virtual machine, the VMkernel also generates a core dump and error log.

More serious problems in the VMkernel can freeze the machine without an error screen or core dump.

Collecting VirtualCenter Service Console Files

Collecting VirtualCenter Service Console Files

This script collects and packages all relevant VirtualCenter system and configuration information and VirtualCenter log files. This information can be used to analyze the problem you are encountering.

  1. Run the following script on the service console:

    /usr/bin/vm-support

  2. Save the resulting file:

    vpx-<date>-<unique-xnumber>.tgz

Collecting Service Log Files

Collecting Service Log Files

You can enable logging for the VMware Authorization Service (known as vmware-authd on Linux hosts) manually.

  1. In a text editor, open the following file:
    • On a Windows host, edit config.ini, located in C:\Documents and Settings\All Users\Application Data\VMware\VMware VirtualCenter.
    • On a Linux host, edit /etc/vmware/config.
  2. Add the following lines to the file:

    vmauthd.logEnabled = TRUE
    log.vmauthdFileName = "vmauthd.log"

    This creates a file called vmauthd.log. On a Windows host, this file appears by default in C:\Windows\system32 or C:\WINNT\system32; on a Linux host, this file appears by default in /var/log/vmware.

  3. Save and close the configuration file. The log is enabled on a Linux host.
  4. On a Windows host, restart the VMware Authorization Service. Choose Start > Administrative Tools > Services. Right-click VMware Authorization Service and choose Restart. This enables logging.
Collecting VirtualCenter Configuration Information

Collecting VirtualCenter Configuration Information

Enable logging:

  1. Open or create the configuration file:

    C:\Documents and Settings\All Users\Application Data\VMware\VMware VirtualCenter\config.ini

    or

    C:\Documents and Settings\All Users.WINNT\Application Data\VMware\VMware VirtualCenter\config.ini

  2. Add the following line:

    vpxd.logVerbose = "TRUE"

Collecting VirtualCenter Settings Information

Collecting VirtualCenter Settings Information

  1. From the VirtualCenter client, open the VMware VirtualCenter Settings, Advanced tab.

    Select File > VMware VirtualCenter Settings. When the dialog box appears, select the Advanced tab.

  2. Record the information in the server.options field. Click OK.
Collecting VirtualCenter Log Files

Collecting VirtualCenter Log Files

These files are useful when you submit requests to technical support.

  1. Open a command prompt window in the machine running VirtualCenter server.
  2. Change to the directory where VirtualCenter is installed.

    For example, the if the default installation directory was used:

    cd c:\Program Files\VMware\VMware VirtualCenter\

  3. Run the following command to collect the logs:

    cscript vclogs.wsf

    For example:

    cscript vclogs.wsf /n:all /o:vclog.txt

    To view help for the command, type at the script directory:

    cscript vclogs.wsf /?

    Help content is:

    Microsoft (R) Windows Script Host Version 5.6
    Copyright (C) Microsoft Corporation 1996-2001. All rights reserved.

    This script collects VMware VirtualCenter server log files to help VMware customer support diagnose your problem.

    Usage: vclogs.wsf [/?] [/n:value] [/o:value]

    Options:
    ? : Displays this help
    n : Number of logfiles to collect, default is 10.
    Specify 'all' to get all the logs.
    o : Output filename, default is VirtualCenterLogs- username-date.txt.

  4. Locate and provide the VirtualCenter log.

    The location of the VirtualCenter log is dependent on the platform it is running on as well as the user it is running as.

    Generally, the log is in TEMP directory. The TEMP directory for the system user is different on different platforms, but typically it is one of the following:

    C:\WINDOWS\Temp (on Windows XP)

    C:\WINNT\Temp (on Windows 2000, Windows 2003).

    In either of these directory there are files named as follows:

    vmware-vpxd-SYSTEM-<process_id>.log

  5. Locate and provide the following log files, vmmsi.log and vminst.log. They are typically located in:

    c:\documents and settings\administrator\local settings\temp\

  6. Locate and provide the Event Viewer Log files from the VirtualCenter server.
    1. Log on as a user with VirtualCenter Administrator privileges.
    2. Export the files in the defaul event viewer format with .evt extension.
  7. Place all the required files into a zip file.

    Incorporate a timestamp into the zip file name.

Collecting GSX Server Files and Logs Using Scripts

Collecting GSX Server Files and Logs Using Scripts

The GSX Server log files are generated by GSX Server and are collected by the support script as needed. Since there is no support script on a remote GSX Server client, you need to submit a support request at www.vmware.com/requestsupport for any issues you encounter on a client and include the console's log file or its installation log file.

With GSX Server hosts, you can simplify the process of collecting the needed information by running the support script to collect the appropriate log files and system information. Follow the steps below that apply to your host computer.

Note: The support script runs only on the GSX Server host. If you encounter problems on a remote client, you must supply the log files manually. The two log files you should supply, depending upon the problem you encounter on the client, include the VMware Virtual Machine Console log file and the installation log file. See below for more information about these logs.

Running GSX Server Scripts for Windows Hosts

Running GSX Server Scripts for Windows Hosts

  1. Open a command prompt.
  2. Change to the GSX Server program directory.

    C: cd \Program Files\VMware\VMware GSX Server

    If you did not install the program in the default directory, use the appropriate drive letter and substitute the appropriate path in the cd command above.

  3. Run the support script.

    cscript vm-support.vbs

  4. After the script runs, it displays the name of the directory where it has stored its output. Use a file compression utility such as WinZip or PKZIP to zip that directory, then include the zip file with your support request.
Running GSX Server Scripts for Linux Hosts

Running GSX Server Scripts for Linux Hosts

  1. Open a terminal.
  2. Run the support script as the user who is running the virtual machine or as root.
    vm-support

    If you are not running the script as root, the script displays messages indicating that it cannot collect some information. This is normal. If the VMware support team needs that information, a support representative may ask you to run the script again as root.

  3. The script creates a compressed .tgz file in the current directory. Include that output file with your support request.

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