The VMware Knowledge Base provides support solutions, error messages and troubleshooting guides
Search the VMware Knowledge Base (KB)
View by Article ID
Collecting diagnostic information for VMware Fusion (1003894)
Details
VMware Technical Support routinely requests diagnostic information or a support bundle when a support request is handled. This diagnostic information contains logs and configuration files for your Mac, for Fusion, and for your virtual machine(s).
This article provides the procedures for obtaining this diagnostic information.
The diagnostic information collected can then be uploaded to VMware Technical Support. To uniquely identify your information, use the Support Request (SR) number you received when you opened your Support Request.
To enable debugging logs, click Virtual machine > Settings > Advanced and under Troubleshooting, select one of these options:
None - To run virtual machine as fast as possible, without gathering any troubleshooting information
Hang/Crash - To help troubleshoot correctness issues, such as hang or crashes of the virtual machine
Performance - To troubleshoot performance issues, such as when something is happening too slowly inside the virtual machine
Default - To run the virtual machine in troubleshooting mode by default
Use this procedure to collect diagnostic information for VMware Fusion:
Open VMware Fusion.
Go to Help > Collect Support Information.
When prompted, enter your Mac operating system password to authorize the collection process.
When the process completes, you will be prompted with a message informing you that a file is created on your Mac's desktop. The file name begins with vm- and includes a date stamp for the month, day, and year.
After collecting your support information, upload it as an attachment to your Support Request. For more information, see Uploading as an attachment to your support request in Uploading diagnostic information to VMware (1008525).
To manually collect the support bundle in Fusion 5.x and 4.x:
Navigate to your Applications folder.
Right-click the Fusion application.
Click Show package contents.
Navigate to /Contents/Library/.
Double-click the file VMware Fusion Problem Reporter.tool.
When prompted, enter your Mac operating system password to authorize the collection process.
Note: You cannot see your password as it is being typed. Simply type it correctly and press Return.
When the process completes, a file is created on your Mac desktop. The file name begins with vm- and includes a date stamp for the month, day, and year.
If you cannot open Fusion (3.x and 2.x), or if you are using Fusion 1.x:
Double-click the file vm-support.tool. A Terminal window opens and prompts you for the Mac operating system password.
Enter your Mac operating system password.
Note: You cannot see your password as it is being typed. Simply type it correctly and press Return.
When the process completes, a file is created on your Mac's desktop. The file name begins with vm- and includes a date stamp for the month, day, and year.
Tags
view-log-files generate-support-bundle
Keywords
SR Service Request Support Script vm-support
Update History
05/13/2010 - Added instructions to manually run the support tool, in the case where Fusion can't open.
09/16/2011 - Added Fusion 4 information.
08/23/2012 - Added Fusion 5.x to Products.
11/09/2012 - Added information on how to enable debug logging
Request a Product Feature
To request a new product feature or to provide feedback on a VMware product, please visit the Request a Product Feature page.
