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VMware Workstation 5.5

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Technical Support Resources

The following sections describe various technical support resources available to you.

Self-Service Support

Use the VMware Technology Network for self help tools and technical information:

  • Product Information — www.vmware.com/support/resources
  • Technology Information — www.vmware.com/vcommunity/technology
  • Documentation — www.vmware.com/support/pubs
  • Knowledge Base — www.vmware.com/support/kb
  • Discussion Forums — www.vmware.com/community
  • For more information about the VMware Technology Network, go to www.vmtn.net.

    Online and Telephone Support

    Use online support to submit technical support requests, view your product and contract information, and register your products. Go to www.vmware.com/support.

    Use phone support for the fastest response on priority 1 issues for customers with appropriate support contracts. Go to www.vmware.com/support/phone_support.html.

    Support Offerings

    Find out how VMware's support offerings can help you meet your business needs. Go to www.vmware.com/support/services.

    Reporting Problems

    If you have problems while running VMware Workstation, please report them to the VMware support team.

    These guidelines describe the information we need from you to diagnose problems.

    If a virtual machine exits abnormally or crashes, please run the support script to collect the appropriate log files and system information. Follow the steps below that apply to your host computer.

    Windows Host

    1. Open a command prompt.

    2. Change to the VMware Workstation program directory.
    C:
    cd \Program Files\VMware\VMware Workstation

    If you did not install the program in the default directory, use the appropriate drive letter and 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, and include the zip file with your support request.

    Linux Host

    1. Open a terminal.

    2. Run the support script as the user who is running the virtual machine.
    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 will 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.

    If you are reporting a problem you encountered while installing VMware Workstation, it is also helpful to have your installation log file.

    On a Windows host, the file is VMInst.log. It is saved in your temp folder. On a Windows 2000, Windows XP or Windows Server 2003 host, the default location is C:\Documents and Settings\<username>\Local Settings\Temp.

    You can use the command cd %temp% to locate the Local Settings folder, which is hidden by default. To see its contents, open My Computer, go to Tools > Folder Options, click the View tab and select Show Hidden Files and Folders.

    Be sure to register your serial number. You may then report your problems by submitting a support request at www.vmware.com/requestsupport.

    Experimental Support

    For some features that are not fully developed, VMware Workstation includes experimental support, so that advanced customers can explore an in-progress implementation of these features.

    Caution: You should not use experimentally supported features on production systems.

    VMware may not respond individually to all support requests for features that are supported experimentally. VMware is interested in

  • Catastrophic failures that cause Workstation or the guest operating system to crash
  • Specific problems you are having when using the experimentally supported feature
  • Specific directions in which you want to see VMware technology evolve
  • Specific and detailed reports can help speed features from experimental support to full functionality. Please include as many details about your configuration, relevant applications, and hardware as you can.

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