Troubleshooting topics provide solutions to potential problems that you may encounter when using vSphere Advantage. If you are unable to find a solution for your issue, please contact VMware Support.

The Alert Icon on the Inventory Page Shows a Red Cross Mark

  • Check for the network connectivity and ensure that the firewall and proxy settings are configured correctly.
  • Ensure that the vCenter Server and the vCenter Cloud Gateway VMs are powered on.
  • Click > to expand the vCenter Server for which the Alert icon is showing a red cross mark. Check the status:
    • Disconnected: Indicates that the connection between the vCenter Server and vCenter Cloud Gateway is broken.
    • Unreachable: Indicates that the vCenter Cloud Gateway has been unable to connect to the cloud services for more than 30 minutes.
  • If the status is Disconnected:
    • Ensure that there is network connectivity between vCenter Cloud Gateway and the vCenter Server.
    • Ensure that the time is synchronized between vCenter Cloud Gateway and the vCenter Server.
  • If the status is Unreachable:
    1. Verify whether you can access vCenter Cloud Gateway at https://gw-address:5480 where gw-address is the IP address or FQDN of vCenter Cloud Gateway.
    2. If you are unable to access vCenter Cloud Gateway by using the URL, try logging in by using SSH.
    3. If you are still unable to access or locate the vCenter Cloud Gateway VM, install a new instance of vCenter Cloud Gateway and connect all the vCenter Server instances to vCenter Cloud Gateway.
      Note: If these vCenter Server instances were already converted to subscription, you do not need to convert them to subscription again.
    4. Delete the old vCenter Cloud Gateway VM.
    5. If the issue still persists, please contact VMware Support.

Unable to View Data from a vCenter Server

After you connect the vCenter Server to the cloud, it usually takes around five minutes for the data to appear on the VMC Console.

If the data still does not appear, do the following:
  • Refresh the page and verify whether you can see the data.
  • On the Inventory page, check the status of the Alert icon for the vCenter Server. If it shows a red cross mark, see The Alert Icon on the Inventory Page Shows a Red Cross Mark. If it shows a green check mark and you are still unable to see the data even after refresing the page, please contact VMware Support.

Unable to Log In to the vSphere Client

When attempting to log in to the vSphere Client, an error is displayed stating that the connectivity between vCenter Cloud Gateway and VMware Cloud is lost. For the workaround, see the Knowledge Base Article 83798.

Collecting Logs

You can often obtain valuable troubleshooting information by looking at the logs generated by the various services and agents that your implementation is using. Checking the log files can help you identify the source of the failure.

VMware Support monitors and resolves any issues related to vSphere Advantage services, and also collects the logs for vSphere Advantage. If you want to view vSphere Advantage logs, contact VMware Support.

For troubleshooting purposes, VMware Support may request log files from your on-premises vSphere infrastructure.

To collect vSphere logs, see Collecting Log Files.

To collect vCenter Cloud Gateway logs:
  1. Log in to vCenter Cloud Gateway at https://gw-address:5480 where gw-address is the IP address or FQDN of vCenter Cloud Gateway.
  2. Click Actions > Create Support Bundle.

    The support bundle gets downloaded as a .tgz file on your local machine.