Collecting diagnostic information for the VMware Virtual Disk Development Kit
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Collecting diagnostic information for the VMware Virtual Disk Development Kit

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Article ID: 328547

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Updated On:

Products

VMware

Issue/Introduction

VMware Technical Support routinely requests diagnostic information from you when a support request is handled. This diagnostic information contains product-specific logs and configuration files from the host on which the product is run. The information is gathered using a specific script or tool for each product.
 
This article provides information about what you need to provide to VMware Technical Support to help diagnose a problem with VMware Virtual Disk Development Kit (VDDK) products.
 
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.


Resolution

These instructions apply to VMware Infrastructure VDDK version 1.x or later.

Creating a VDDK Support Request

Here is a summary of the steps to file a VDDK Support Request:

  1. Ensure that the error was captured in the log files.
  2. Note the approximate time of the error.
  3. Collect the required diagnostic files and information.

    Three sets of data are needed to properly diagnose your VMware Infrastructure VDDK issue:
  4. Create and submit a Support Request. For more information, see Filing a Support Request in Customer Connect (2006985)
  5. Submit the Support Request with its associated information.
  6. Upload the diagnostic files to the VMware SFTP/FTP site. For more information, see Uploading diagnostic information for VMware (1008525).

Collecting VDDK related data

All the VDDK related information needed to evaluate your Support Request and to help diagnose your problem is listed in the VMware VDDK Support Form.

  1. Download and save the VMware VDDK Support Form. See the 1006186_VMware_VDDK_Support_Form.doc file attached to this article.
  2. Complete the form, providing as much detail about your computing environment as possible. Include any log files and code snippets you feel might be helpful.

    Note: To collect VDDK logs from a Windows proxy server, collect the latest vixdisklib log files:
    • Windows XP, Server 2003: C:\Documents and Settings\<username>\Local Settings\Temp\vmware-<username>\
    • Windows 2012, Windows Vista, 7, Server 2008: C:\Users\<username>\AppData\Local\Temp\2\vmware-<username>
    • Linux: /tmp/vmware-root/.
  3. Upload the completed form with your Support Request.
Note:
  • Collect VDDK logs with Verbose level to troubleshoot.
  • In case of VDDK crash/hung, collect core dump file of VDDK along with collect windows event logs (applies for windows proxies only).

Collecting ESX related data

ESX includes a script called vm-support, which collects information that VMware Technical Support might request and packages that information into one file.
  1. For information about collecting ESX related data, see:
  2. Send the script-generated log files with your Support Request.

Collecting vCenter Server related data

vCenter Server provides an option that collects log information useful to VMware Technical Support.

  1. See the appropriate Knowledge Base article for your version of vCenter Server . For more information, see Collecting diagnostic information for VMware products (1008524).
  2. Set the logging option to Trivia to ensure that all information is collected and that it includes time stamps.
  3. Send the script-collected files with your Support Request.

Enhancing the logs that are captured

Some issues require that you submit log files by using an enhanced capture level.

  1. Set logs to Trivia level for hostd when collecting files in ESX:
    1. On each host, open the hostd configuration file for editing:

      /etc/vmware/hostd/config.xml
       
    2. Set the <level> tag to trivia mode. For example:

      <log>
      <level>trivia</level>
      </log>

       
    3. Restart management services:
       
      • ESX: service mgmt-vmware restart
      • ESXi: /sbin/services.sh restart
         
  2. Set logs to Trivia level for vpxa when collecting files in ESX.
     
    1. On each host, open the vpxa configuration file for editing.

      Note: This file is /etc/opt/vmware/vpxa/vpxa.cfg, or /etc/vmware/vpxa.cfg before ESX 3.5.
       
    2. Set the <level> tag to trivia mode. For example:

      <log>
      <level>trivia</level>
      </log>

       
    3. Restart the vpxa management agent:
       
      • ESX: service vmware-vpxa restart
      • ESXi: /sbin/services.sh restart
         
  3. Set logs to Trivia level when collecting files in vCenter Server. For vCenter Server, you can use the VMware Infrastructure/vSphere Client to configure the amount of detail that vCenter Server collects in log files.
     
    1. Connect the vSphere Client to the vCenter Server. Go to Administration > Server Settings and select Logging Options.
    2. Configure the level of detail for log files. From the vCenter Server Logging list, select Trivia (Extended verbose) and click OK.
       
  4. Set all the clocks in the systems (vSphere Client, vCenter Server, ESX, and so on), to the same time. If you cannot synchronize all of the system clocks, note any difference between the clocks of the different systems.
  5. Reproduce the error.
  6. Record the time the error occurs.
  7. Capture the logs.
  8. Upload the diagnostic files to the VMware SFTP/FTP site. For more information, see Uploading diagnostic information for VMware (1008525).

Uploading files to the SFTP/FTP site

If you have an existing Support Request and you need to attach additional files to your Support Request, upload them via SFTP/FTP. For more information, see Uploading diagnostic information to VMware (1008525).

Debugging tips

Here are some best practices for debugging code when using VMware Infrastructure APIs:

  • Generate complete logs with as much detail as possible including time stamps. Provide case samples of successful completions and failures with time stamps.
  • Submit code samples that are as self-contained as possible and reproduce the problems.
  • Use the VMware Infrastructure Perl Toolkit to reproduce problems found when you use VM Perl.

Additional information

For details on support offerings, see http://www.vmware.com/support/services/sdk.html.

Note: The SDK Support Policy applies to VDDK.
 
Location of vpxa.conf file
  • For ESX 3.5, ESXi/ESX 4.1 version, the file is located at /etc/opt/vmware/vpxa/vpxa.cfg.
  • For ESXi 5.x/6.0, the file is located at /etc/vmware/vpxa.

Attachments

1006186_VMware_VDDK_Support_Form.doc get_app