VMware technical support uses a set of diagnostic information obtained from our products when addressing a support request. 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. Instructions for obtaining this a diagnostic information can be found at Collecting diagnostic information for VMware products (1008524).
When obtained, this information must be uploaded to VMware support. This article contains instructions for uploading diagnostic information to VMware support.
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Diagnostic Information Upload Instructions
To address a support request (SR), VMware Technicians request diagnostic information from the VMware products. The following methods are available to send this diagnostic information to VMware support technicians.
Note: Uploading diagnostic information is the same as uploading log files.
Uploading by Email
Files can be attached to an email to your support representative. This method is effective if you have already received an email from your representative and can reply. If you choose this method, do not modify the subject line of the email to ensure the message is associated to your support request properly.
Note: You can send files up to 10MB by email.
Uploading as an attachment to your support request
You can log in to the VMware Support page and add your files as an attachment to your SR. If you choose this method, you must log in using an account that is associated to the SR.
To log in to the VMware Support page and upload files:
On this screen you can update your support request and upload the diagnostic data.
Uploading by FTP
For particularly large files, VMware Technical support has an FTP server used to store diagnostic data for SRs.
To upload diagnostic information to the VMware FTP server:
From a UNIX shell or Windows command line, run:
ftp ftpsite.vmware.com
Enter the username and password listed here:
Username : inbound Password : inbound
Note:Logging on by using this username and password allows you to put files on the site. You cannot delete, move, rename, or modify any files, including the files you upload.
To specify binary mode, run:
bin
Caution: Binary mode allows file transmission in a mode that preserves the integrity of the files. It is very important this is set prior to the upload.
To create a directory for your diagnostic information files, run:
mkdir <YOUR SUPPORT REQUEST NUMBER>
Note: When making this directory, use only the SR number. Do not preface the number with anything other than the number (for example, SR####). Creating a directory named anything other than only the SR number affects the tools used by support to access these files once uploaded.
To change to your SR directory, run:
cd <YOUR SUPPORT REQUEST NUMBER>
To upload the files, run:
put <filename>
where<filename>is the name of the file you are uploading
Email VMware Technical Support, indicating that you have uploaded files.Include your support request number in the email.
