Knowledge Base

This problem is seen only in cases where all of the following are true:

• The upgrade package includes a virtual machine that overwrites an existing virtual machine on the end user's computer.
• The existing virtual machine is protected by a user password.
• The new (or updated) virtual machine is also configured to require a user password.
• The existing virtual machine's troubleshooting policies included Enable revert to installed virtual machine image.

To work around the problem, take the following steps on the end user's computer:

1. When the error message appears, click OK.
2. On the host operating system, navigate to the virtual machine directory and look at the files there.
3. Locate the virtual machine's configuration file. It has a.vmx extension.
4. Find a similarly named file with a .sav extension. If the configuration file is virtual_machine_name.vmx, this file is named virtual_machine_name.vmx.sav.
5. Delete this .sav file (virtual_machine_name.vmx.sav).

Now your end user should be able to start the virtual machine and enter the password.