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Collecting diagnostic information for VMware ACE 2.0
Details
VMware Technical Support routinely requests the diagnostic information from you when a support request is addressed. This diagnostic information contains product specific logs and configuration files from the host on which the product is run. This information is gathered using a specific script or tool within the product.
This article provides procedures for obtaining diagnostic information for VMware ACE 2.0.
The diagnostic information obtained by using this article is uploaded to VMware Technical Support. To uniquely identify your information, use the Support Request (SR) number you receive when you create the new SR.
- Instructions for opening a support request can be found online at www.vmware.com/support/policies/howto.html.
- Instructions for how to upload your support files can be found in the article Uploading diagnostic information to VMware (1008525).
- Instructions for obtaining diagnostic information for other VMware products can be obtained in the article Collecting diagnostic information for VMware products (1008524).
Solution
ACE Administrator's Host (Workstation 6.x) running Windows
To obtain diagnostic information:
- Open a command prompt. For more information, see Opening a command or shell prompt (1003892).
- Change to the VMware Workstation program directory. Run the following command:
cd "%ProgramFiles%\VMware\VMware Workstation"
Note: 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.
- Run the following command to run the support script:
cscript vm-support.vbs
- After the script runs, it displays the name of the folder where it wrote the output. Use a file compression utility such as WinZip or 7ZIP to compress the folder. Include this file with your support request.
Note: If your virtual machines are installed in a non-standard location, the script might not pick up all data that needs examining. Ensure *.log and *.vmx from your VM folders are included with the files you send.
Deployed ACE Host running Windows
To obtain diagnostic information:
- Open a command prompt. For more information, see Opening a command or shell prompt (1003892).
- Change to the VMware Workstation program directory. Run the following command:
cd "%ProgramFiles%\VMware\VMware Player"
Note: 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.
- Run the following command to run the support script:
cscript vm-support.vbs
- After the script runs, it displays the name of the folder where it wrote the output. Use a file compression utility such as WinZip or 7ZIP to compress the folder. Include this file with your support request.
Note: If your virtual machines are installed in a non-standard location, the script might not pick up all data that needs examining. Ensure *.log and *.vmx from your VM folders are included with the files you send.
Deployed ACE Host running Linux
To obtain diagnostic information:
- Open a terminal.
- Run the support script as the user who is running the virtual machine or as root. Run the following command:
vm-support
Note: 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 any missing information, a support representative may ask you to run the script again as root.
- The script creates a compressed .tgz file in the current directory. Include that output file with your support request.
Note: If your virtual machines are installed in a non-standard location, the script might not pick up all data that needs examining. Ensure *.log and *.vmx from your VM folders are included with the files you send.
ACE Management Server running Windows
To obtain diagnostic information:
- Open a command prompt. For more information, see Opening a command or shell prompt (1003892).
- Change to the VMware Workstation program directory. Run the following command:
cd "%ProgramFiles%\VMware\VMware ACE Management Server"
Note: 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.
- Run the following command to run the support script:
cscript vm-support.vbs
- After the script runs, it displays the name of the folder where it wrote the output. Use a file compression utility such as WinZip or 7ZIP to compress the folder. Include this file with your support request.
Note: If your virtual machines are installed in a non-standard location, the script might not pick up all data that needs examining. Ensure *.log and *.vmx from your VM folders are included with the files you send.
ACE Management Server running Linux
To obtain diagnostic information:
- Open a terminal.
- Run the support script as the user who is running the virtual machine or as root. Run the following command:
sh /usr/bin/ace-support
Note: 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 any missing information, a support representative may ask you to run the script again as root.
- The script creates a compressed .tgz file in the current directory. Include that output file with your support request.
Note: When using the ACE Management Server Virtual Appliance, you may need to use the Shared Folders feature to copy the script output to the host for submittal with the Support Request. Refer to the Workstation User's Manual, Using Shared Folders section.
Collecting Installation Logs
If you are reporting a problem you encountered while installing VMware ACE, it is also helpful to have your installation log file. The file is located in %TEMP%\VMInst.log.
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- KB Article: 1000588
- Updated: Aug 14, 2009
- Products:
VMware ACE - Product Versions:
VMware ACE 2.0.x