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Knowledge Base

Uploading diagnostic information for VMware (1008525)

Last Updated: 9/19/2023Categories: How toTotal Views: 1169729Language:
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Learn how VMware Skyline Advisor and Skyline Health Diagnostics work together to provide proactive intelligence and self-service log analysis.

Use Skyline Advisor to avoid issues before they occur across VCF, vSphere, vSAN, NSX, vROps & Horizon. Skyline Findings are based on top KBs, VMSAs/CVEs and design best practices.

Use Skyline Health Diagnostics to root cause vSphere & vSAN logs when an issue occurs. Skyline Health Diagnostic Findings are based on top KBs and VMSA/CVEs. You can use the Skyline Health Diagnostics tool in online or offline mode.

If you require additional help from technical support, please use Skyline Advisor to initiate a Log Assist to reduce time to upload logs. TSEs can also initiate logs to reduce effort.

Purpose

Please submit any feedback/changes you want to make to this article through the feedback link below (For iKB requests please choose SR Workflow in Eureka feedback form)
Eureka! Feedback Service

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. For more information on obtaining the diagnostic information, see Collecting diagnostic information for VMware products (1008524).

After you obtain the necessary information, you must upload it to VMware.

This article provides instructions for uploading diagnostic information to VMware support.

Note: Uploading diagnostic information is the same as uploading log files.

Resolution

Upload options

To address a Support Request, VMware technical support requests diagnostic information from the VMware products. You can send diagnostic information to VMware support technicians using one of these options:

Options using Customer Connect (Recommended):

Important: The data uploaded using this method is stored at Amazon S3. This data is secured as per the Amazon S3 Data Privacy Guidelines.

Uploading using 'Upload Files' option

Create a new SR and upload logs

Existing SR and need to upload logs 

Option for Skyline enabled customers (Recommended for Skyline enabled customers):

Uploading via Skyline Log Assist

Other options with generic credentials:

Uploading via the Secure FTP portal

Uploading via the FTP portal

Uploading by Email

Notes:

If there are several log files, VMware recommends that you create a single ZIP, TAR or TGZ file and upload that. The single file makes the process more efficient.

Customer Connect supports large file uploads and provides reliable, faster and secure log upload solution

You can now upload up to ten files Simultaneously using the Customer Connect file upload functionality

We recommend the following browsers for best experience:

Google Chrome (Latest Version)

Mozilla Firefox (Latest Version)

Apple Safari (Latest Version)

1. Option using Customer Connect (Recommended):

Uploading using ‘Upload Files’ option

If you need to create a new SR and upload logs

When you create a Technical SR, the Customer Connect ‘Get Support’ flow is added with an option of ‘Upload Files’ which lets user to upload one or more files.

If you have an existing SR and need to upload logs

On ‘Support Request Details’ page a user can upload more files by clicking on the Dropdown ‘I want to’ and select option ‘Upload Files’.

On the same ‘Support Request Details’ page a user can see the name of uploaded files with date, time and size by clicking on the Dropdown ‘I want to’ and select option ‘View Files’.

2. Option for Skyline enabled customers (Recommended for Skyline enabled customers):

Uploading via Skyline Log Assist

Transfer logs to VMware Technical Support Engineers within Skyline Advisor.

Skyline Log Assist eliminates the time-consuming process of manually gathering and uploading log bundles that VMware Technical Support Engineers (TSEs) use to solve customers technical issues.

Procedure:

Within Skyline Advisor, click Log Assist.

From the Inventory, select the object to initiate a log transfer from, then click Next.

Select the open Support Request to attach the support log bundle to.

Click Initiate Log Transfer.

Results:

Select Log Library to review all previous log transfers. You can review the status, who initiated and actioned the log request, the date the log transfer was initiated and the associated Support Request. For more information visit : VMware Skyline Frequently Asked Questions

3. Other options with generic credentials:

Uploading via the Secure FTP portal

For instructions to upload via the Secure FTP portal, see Uploading diagnostic information for VMware through the Secure FTP portal (2069559).

Uploading via the FTP portal

For instruction to upload via the FTP portal, see Uploading diagnostic information for VMware using FTP (2070100).

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 with your support request properly.

Note: You can send files up to 10 MB in size via email. Only use email to send screen shots and individual log files. Certain compressed file formats are filtered for security reasons.

Related Information

VMware Skyline Health Diagnostics for vSphere - FAQ

Collecting diagnostic information for VMware products
VMware 製品の診断情報の収集
How to view and update Support Requests in Customer Connect
Uploading diagnostic information for VMware through the Secure FTP portal
Uploading diagnostic information for VMware using FTP
上载 VMware 诊断信息
VMware への診断情報のアップロード
vShield Endpoint / NSX Guest Introspection のトラブルシューティング
Cargar información de diagnóstico en VMware
Carregando informações de diagnóstico para a VMware
Hochladen von Diagnoseinformationen für VMware

Detectable by VMware SkylineTM

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