Collecting diagnostic information for VMware Player and VMware Workstation Player

Products

• VMware Desktop Hypervisor

Issue/Introduction

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 host, for VMware Player Pro, 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 Case number you received when you opened your case.

• For more information on opening a case, see Creating and managing Broadcom support cases.
• For more information on uploading your support files, see Uploading files to cases on the Broadcom Support Portal
• For more information on obtaining diagnostic information for other VMware products, see Collecting diagnostic information for VMware products (1008524)

Environment

VMware Player 3.x (Linux)
VMware Player 5.x (Windows)
VMware Workstation Player 15.x (Windows)
VMware Workstation Player 12.x (Linux)
VMware Player 4.x (Windows)
VMware Workstation Player 15.x (Linux)
VMware Player 4.x (Linux)
VMware Player 7.x (Linux)
VMware Player 3.x (Windows )
VMware Workstation Player 12.x (Windows)
VMware Player 5.x (Linux)
VMware Player 6.x (Windows)
VMware Player 7.x (Windows)
VMware Workstation Player 14.x (Windows)
VMware Player Pro 7.x (Linux)
VMware Player Pro 7.x (Windows)
VMware Workstation Player 14.x (Linux)
VMware Player 6.x (Linux)

Resolution

To collect diagnostic information for VMware Player and VMware Workstation Player:

In Linux hosts:
 

1. Open a Terminal window. For more information, see Opening a command or shell prompt (1003892)
    
2. Run the command:
   
   sudo vm-support
   
   Run this command for VMware Workstation Player 12.x and later versions:
   
   sudo vm-support-collect-host-support-info
   
   Note: The command is normally stored in /usr/bin. Enter the password if prompted.
    
3. When the process completes, you are presented with a message informing you about the location where the file is saved. The compressed support bundle name begins with vm- and includes a date stamp for year, month and day.
   
   Note: The default location of the file generated will be same as the current directory from where the command is run.
    
4. After collecting your support data, upload it as an attachment to your Case. For more information, see Uploading files to cases on the Broadcom Support Portal.
    

In Windows hosts:
 

1. Navigate to the VMware Player folder in Program Files.
2. Double-click vm-support.vbs support script.
3. When the process is complete, Windows Explorer window will open showing the support bundle. It is saved in vmware-support folder in your host's %TEMP% folder. The compressed support bundle name begins with vmsupport and includes a date stamp for Year, Month and Day.
4. After collecting your support data, upload it as an attachment to your Case. For more information, see Uploading files to cases on the Broadcom Support Portal

Additional Information

Opening a command or shell prompt
Collecting diagnostic information for VMware products
Uploading files to cases on the Broadcom Support Portal