OPERATIONAL DEFECT DATABASE
...
...
This article provides answers to frequently asked questions about Customer Connect.
This FAQ provides answers to commonly asked questions in these categories: General QuestionsCustomer Connect ProfileAccountsUsers and PermissionsLicensing and FoldersContracts and OrdersOther General Questions What is Customer Connect?Customer Connect transforms your product license and support management experience by providing a new integrated, self-service, account-based interface focused on simplifying and streamlining your online activities with VMware. How do I log in to Customer Connect?To log in to Customer Connect, use your existing VMware credentials. If you do not have a profile, you can create one. For more information, see How to create a Customer Connect profile (2007005). Is there a login timeout in Customer Connect?Customer Connect has a 25 minutes login timeout. What browsers are supported with Customer Connect? You can use Customer Connect with any browser (except Internet Explorer). Why does my information look differently than what it looked like in Beta? I haven't changed anything since last year. The beta environment was based on data from January, 2012. In addition, VMware has used customer feedback from the Beta to make enhancements. Customer Connect Profile How do I get a profile? For information on creating a profile, see How to create a Customer Connect profile (2007005). Can I update the email address associated with my profile?Yes. For information on updating your email address, see How to change your Customer Connect profile email address (2018628) and How to update your Customer Connect profile (2086266). How do I recover a lost or forgotten password?For information on recovering a lost password, see How to reset a forgotten Customer Connect password (2013963). How do I deactivate my profile?For information on deactivating a profile, see How to deactivate your Customer Connect profile (2013926). Does a Customer Connect profile allow me to log in to Partner Connect? No. Your Partner Connect account has a log in email address with a .vmw extension (similar to your@emailaddress.com.vmw), whereas your Customer Connect log in email address does not (similar to your@emailaddress.com). For information on registering with Partner Connect, see How to register with Partner Connect (2017710). What is my Customer Number? How do I know what it is?For more information about your Customer Number, see Support Customer Number FAQs. Accounts Why is my account number important and when should I use it? For information about your account number, see How to find accounts and account information in Customer Connect (2011009). I am associated with multiple accounts. How can I change my default account? For information on changing your default account, see Account Summary in Customer Connect (2006983). How do I add a user to my account? If you have the appropriate permissions, you can add any user to your account. All existing License and Support Administrators, as well as any Registered Users, are added to an account automatically. For more information, see How to invite new users to an account in Customer Connect (2070555) and How to remove a user in Customer Connect (2070557).Will third parties outside my organization be able to access my account? Can I add someone from another organization?Yes. You can grant third party access to your account. VMware does not give third party access to your account unless they associated to your account.Can accounts be split or merged? Accounts can be merged and split with the assistance of VMware Support. For more information, see Customer Connect account administration tasks that require VMware support (2006987), License Assignment and Transfer Form (LATF) (2016482), and Account Change Form (ACF) (2016489). How are accounts named? Each account name in Customer Connect is derived by the organization’s name that was used in the Purchase Order for the products associated to that account. How many users can you have on an account? There is no limit to how many users you can have an account. I have access to an account that is unknown to me. Why? Can the users on that account see my data? You have the same access in Customer Connect as you did in the old portal, but a Super User or Procurement Contact may have added you to an account. Other users on the account can see the same account information that you can, and they can see your name and email address, but they cannot see your personal profile information. Users and Permissions How are permissions assigned? Permissions are assigned at the folder level. For more information, see Understanding user permissions in Customer Connect (2006977). What permissions are available in Customer Connect?For a matrix of all permissions, see Understanding user permissions in Customer Connect (2006977). What roles are assigned in Customer Connect? What happens to the old roles?For information about roles in Customer Connect, and what happens to old roles (such SU, PC), see How to assign Roles and Responsibilities in Customer Connect (2016898). What is the Administrator role? For information on the Administrator role, see Administrator role in Customer Connect (2035526). Who has the Super User and Procurement Contact roles? How were they designated? Can they be changed?For information on these roles, see How to assign Roles and Responsibilities in Customer Connect (2016898) and How to change the Super User and Procurement Contact in Customer Connect (2011011). I’m the Super User and I shouldn’t be. What do I do?For information on changing the Super User and Procurement Contact, see How to change the Super User and Procurement Contact in Customer Connect (2011011). I’m not the Super User and I should be. What do I do? Contact the Super User and ask for the role to be transferred. For information on determining the Super User, see How to change the Super User and Procurement Contact in Customer Connect (2011011). Why can't I remove the Super User or Procurement Contact? You cannot remove these users. You have to replace them. For more information on changing the Super User and Procurement Contact, see How to change the Super User and Procurement Contact in Customer Connect (2011011). Can I add another Super User or Procurement Contact? There can only be one Super User or Procurement Contact. Why am I seeing so many users in an account or in a folder? The same users have access to account and folders in Customer Connect, but you did not see Registered users in the old portal. All users are visible in Customer Connect. I don’t recognize a user. What do I do? Super Users, Procurement Contacts, and users with Manage Folders & User Permissions rights can add users to and remove users from an account. Contact these users to determine if the user should be on the account and, if necessary, get the user removed. Why there is a lock sign besides my permissions? A lock indicates that you cannot edit a permission. For example, you may see the lock because the Super User or Procurement Contact cannot take away their own permissions or because you do not have permissions to edit. Are users notified when their permissions have been changed? When your permissions change, you see an alert. For more information about alerts, see Alerts in Customer Connect (2006984). Can the Super User be someone from a different domain? Yes. There are no restrictions on who can be the Super User. Licenses and Folders How can I manage folders? For information on creating, deleting, moving, renaming, and finding folders, see How to manage folders in Customer Connect (2011222). Who can manage folders? Super Users, Procurement Contacts, Administrators, and users with Manage Folders & User Permissions rights can add, delete, move, and rename folders. I don’t recognize the name of a folder. How are folders named?At launch, folder names in Customer Connect are the names of the PLA that was listed on the Purchase Order for the products located in a particular folder. For information on renaming folders, see How to manage folders in Customer Connect (2011222). Why was I able to create two folders with the same name? A sub-folder can have the same name as its parent folder. However, a sub-folder cannot have the same name as another sub-folder. How can I view my license keys?For information on viewing license keys, see How to view license keys in Customer Connect (2006831). Can I combine and divide license keys? Yes. For information on combining and dividing license keys, see How to Divide or Combine License Keys in Customer Connect with troubleshooting steps (81616) Can I upgrade and downgrade license keys? Yes. For information on upgrading and downgrading license keys, see How to Upgrade or Downgrade License Keys in Customer Connect with troubleshooting steps (81665) How do I access VI3 licenses? You can access VI3 licenses on the VI3 License Portal. I’m not seeing licenses that I should be. Where are they? If you think licenses are missing, see Missing licenses in your Customer Connect account (2014346). Can I export my license keys to an Excel spreadsheet? Yes. For more information, see Exporting data to a CSV file in Customer Connect (2045109). Contracts and Orders Where can I view my contract history? You can view your support contract history on the Support Contract History page. For more information, see Viewing Support Contract history in Customer Connect (2006981). How can I renew a contract? For information on renewing a support contract, see How to request a support contract renewal quote in Customer Connect (2006982). How do I view my orders? For more information on viewing your order history, see Viewing account activities and order history in Customer Connect (2006979). I’m missing contracts. Why?Contracts older than May 2008 are not converted into Customer Connect. How will I know if a contract is about to expire?When a contract is about to expire, you will get an alert. For more information about alerts, see Alerts in Customer Connect (2006984). Other How do I unsubscribe from communications from VMware? You can subscribe to and unsubscribe from: Email notifications for license and account management alertsEvent notifications, newsletters, and product information For more information on changing these settings, see How to view your Customer Connect profile (2086265) and How to update your Customer Connect profile (2086266). Why is the My Download History page empty? For more information on this issue, see My Download History is blank in Customer Connect (2017170). How do I subscribe to VMware Knowledge Base Articles? You can find details on how to subscribe to and unsubscribe from Knowledge Base articles at FAQs: How to Subscribe to VMware Knowledge Base Articles (76417).
For additional details on Customer Connect, please view Customer Connect Overview (2006994).
Click on a version to see all relevant bugs
VMware Integration
Learn more about where this data comes from
Bug Scrub Advisor
Streamline upgrades with automated vendor bug scrubs
BugZero Enterprise
Wish you caught this bug sooner? Get proactive today.
