System migration changes impacting Workspace ONE and Horizon customers
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System migration changes impacting Workspace ONE and Horizon customers

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Article ID: 312833

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Updated On:

Products

VMware

Issue/Introduction

This KB is specifically for EUC customers. A separate communication addressing the impact on partners is provided here.

Resolution

What is changing?

The end-user computing (EUC) division of Broadcom will transition from VMware-hosted systems to EUC-hosted systems in April and May 2024. This transition is part of our preparation to become a standalone entity following the pending acquisition of EUC by KKR.

How are you impacted?

Beginning May 6, you will use new URLs to access the EUC-hosted systems. See “New EUC URLs” at the end of this KB.

When will changes occur?

This table shows a summary of the dates and actions required. Read on for full details and specific actions to take.

Date

Customer Connect

VMware Cloud Services

MyLearn

Apr 30, 2024 5 PM PDT (UTC -7)

Limited functionality

Read only

Full functionality

May 5, 2024 7 PM PDT (UTC -7)

Read only

Read only

Last day to save myTranscript course completion data.

ACTION REQUIRED: see “MyLearn” below.

May 6, 2024 8 AM PDT (UTC -7)

Limited functionality

ACTION REQUIRED: see “Customer Connect” below.

Majority of functionality

ACTION REQUIRED: see “Cloud Services” below.

Unavailable

May 13, 2024 8 AM PDT (UTC -7)

Near full functionality

Near full functionality

Full functionality

Where can you get support during these changes?

Starting May 6, 2024, if you need support, submit a case through Customer Connect at https://customerconnect.omnissa.com

Where can you get Horizon Clients?

As part of the end-user computing (EUC) transition to EUC-hosted systems, the original Horizon Client download page is currently unavailable. We are posting the Horizon Clients here during this transition period:

Key dates and required actions

The following sections detail key dates, changes, and specific actions to take for Customer Connect, VMware Cloud Services, and the MyLearn portal.
 

Customer Connect 

Date

Functionality Changes and Required Actions

Apr 30, 2024, 5 PM PDT (UTC -7)

Customer Connect has limited functionality. 

These features will remain available:

  • Download product binaries and patches
  • Product evaluations
  • Create support cases
  • Manage support cases
  • Close support cases
  • Reports

These features will not be available:

  • User registration
  • License management
  • Users/permissions
  • EA Management
  • Account management
  • Success plans
  • Subscription delivery platform (SDP)
  • My funds
  • Purchase or upgrade products
  • Enroll in learning courses
  • Purchase support incidents

May 5, 2024, 7 PM PDT (UTC -7)

Customer Connect becomes read only. 

May 6, 2024, 8 AM PDT (UTC -7)

 

Limited Customer Connect functionality resumes:

  • You can submit support requests at this time. 
  • All other functionality remains disabled, including new user registration.

ACTION REQUIRED
Due to the system change, your existing password will no longer work. 

  1. Access Customer Connect with the new URL: https://customerconnect.omnissa.com
  2. Reset your password: Use the “forgot password” link to create a new password for the system.
    Note: If you use the same VMware ID to log in to Customer Connect and Cloud Services, you only need to reset your password once. 

May 13, 2024, 8 AM PDT (UTC -7)

Near full functionality in Customer Connect resumes:

  • New user registration resumes.
  • Certain services will remain unavailable after May 13. You will be further notified at that time. 


VMware Cloud Services 

Date

Functionality Changes and Required Actions

Apr 30, 2024, 5 PM PDT (UTC -7)

Cloud Services becomes read only:

  • New user registration is unavailable.
  • No configuration changes can be made.
     

You retain full access to your EUC services.

May 6, 2024 8 AM PDT (UTC -7)

Majority of Cloud Services functionality resumes:

  • The new URL for Cloud Services for EUC customers becomes https://connect.omnissa.com 
  • Enterprise federation setup, which was previously suspended, can now resume for customers with a VMware ID.

ACTION REQUIRED

  • If you currently access VMware Cloud Services using enterprise federation, no changes are required to access your service. 
  • If you currently access VMware Cloud Services using a VMware ID: 
Due to the system change, your existing password will no longer work.
  1. Access Cloud Services with the new URL: https://connect.omnissa.com 
  2. Reset your password: Enter your email, then use the “forgot password” link to create a new password for the system.
    Note: If you use the same VMware ID to log in to Customer Connect and Cloud Services, you only need to reset your password once. 

May 13, 2024, 8 AM PDT (UTC -7)

Cloud Services resumes near-full functionality:

  • New user registrations can resume. 

The following features remain unavailable until further notice:

  • Multi-factor authentication (MFA) is unavailable for VMware ID-based logins. If you use MFA through your identity provider, you are not affected by this change.
  • Cloud Services content in languages other than English is unavailable.

Note: If you license both EUC services and other VMware by Broadcom services, and previously accessed your services through VMware Cloud Services portal, you will use separate portals for VMware by Broadcom services and your EUC services. You may be required to reset your password separately on the Broadcom-provided VMware Cloud Services portal.

If you use enterprise federation, any changes you make to your enterprise federation configuration will affect both systems as they continue to use the same underlying infrastructure to provide federation services until further notice.

MyLearn system 

Please note the following changes for MyLearn system and take appropriate actions. Learn more here

Date

Functionality Changes and Required Actions

Apr 19, 2024

Last day to complete EUC instructor-led classes on MyLearn

April 26, 2024, 11:59 PDT (UTC -7)

Last day to complete all courses on MyLearn. Students who fail to complete the entire course by April 26 will not have their current progress transferred to the new system and will need to start the course over.

ACTION REQUIRED

Complete any in-progress courses. Incomplete courses will not transfer to the new portal and you will need to start over. 

May 5, 2024

Last day to save myTranscript course completion data.

ACTION REQUIRED

Take screenshots of your course completion data to ensure records are not lost. To access your data, go to https://mylearn.vmware.com and click the myTranscripts tab.

May 6, 2024

MyLearn registration portal is retired

May 13, 2024, 12:00 AM PDT (UTC -7)

New learning platform launches at http://learning.omnissa.com/

Additional Information

New EUC URLs

Effective May 6, 2024, use these URLs to access EUC-hosted systems. 

Portal

Previous URL

New URL

Customer Connect

customerconnect.vmware.com

https://customerconnect.omnissa.com

VMware Cloud Services

console.cloud.vmware.com/

https://connect.omnissa.com 

Knowledge Base

kb.vmware.com

https://kb.omnissa.com

Note: Existing EUC-specific KB article links will redirect to new URLs

Technical Documentation

docs.vmware.com

https://docs.omnissa.com

Note: Existing EUC-specific technical document links will redirect to new URLs

Education and Learning

mylearn.vmware.com
digitallearning.vmware.com
partneruniversity.vmware.com

http://learning.omnissa.com/

Horizon Launcher

launch.vmware.com

https://launch-horizon.omnissa.com

Customer Support Numbers

Note: For EUC support, please select the following options on the phone IVR for assistance.

Option: 1 & 1 for Customer Connect issues

Option: 4 & 1 for Technical Support

Country

Customer Support Number

USA

877 486 9273

USA (Federal Customers)

877 869 2730

India

000 800 1005 869

China

10800 744 0220, 10800 440 0205

Japan

0066 33 814571, 03 4334 5708

Singapore

1800 823 2238

Australia

1800 040 235

UAE

800 044 40405

Saudi Arabia

800 844 8058

UK

0800 032 7597

Ireland

1800 882 408

Germany

0800 100 6711

France

080 554 0361

Spain

900 811 833

Italy

800 903 431

Netherlands

0800 020 0940

References

    1. https://web.vmware.com/index.php/email/emailWebview?email=MDQ4LVNaVy0wNDUAAAGSgj1L8H9W-NAUKfvV6vO032adxZTNJYneDEw3cGEY_k16D_uCTt7s0vg44GuPmNlWs928rb9T36KWlyfM1SgD_LRcf_YHRcJZpD8
    2. https://kb.vmware.com/s/article/96882
    3. https://blogs.vmware.com/euc/2024/02/broadcoms-euc-division-embraces-its-future-as-a-standalone-business.html