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This KB is specifically for EUC customers. A separate communication addressing the impact on partners is provided here.
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 am I impacted? From April 30 through May 6, 2024, customer access to Customer Connect and VMware Cloud services portals will be limited or read-only. Also, from May 3, 2024 to May 6, 2024, the MyLearn portal will be unavailable while the current system is retired and a new platform is made available in its place.During this time, your access to Workspace ONE and Horizon EUC services will not change. You can also continue to access knowledge base (KB) articles and technical documentation via the website. 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 I get support during these changes? Until May 5, 2024 at 7:00 PM PDT (UTC -7), the Customer Connect portal will remain operational for support requests. Please continue to use our existing process and systems for creating service requests for your support needs.From May 5, 2024 at 7:00 PM PDT (UTC -7) to May 6, 2024 at 8:00 AM PDT, the Customer Connect Portal will be read-only while EUC migrates to new systems. Support teams will be available to assist you for critical or production-down situations only (Severity 1 SR’s). You may request support by calling the VMware customer service team (please refer to the Customer Support Numbers section at the end of this document).Starting May 6, 2024, if you need support, submit a case through Customer Connect at https://customerconnect.omnissa.com 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 patchesProduct evaluationsCreate support casesManage support casesClose support casesReports These features will not be available: User registrationLicense managementUsers/permissionsEA ManagementAccount managementSuccess plansSubscription delivery platform (SDP)My fundsPurchase or upgrade productsEnroll in learning coursesPurchase support incidents For more information, refer to KB 97304. 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. Access Customer Connect with the new URL: https://customerconnect.omnissa.comReset 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. Access Cloud Services with the new URL: https://connect.omnissa.com 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 omnissa.learning.com
New EUC URLs Starting 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 https://omnissa.learning.com Horizon Launcher launch.vmware.com https://launch-horizon.omnissa.com Customer Support Numbers 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 https://web.vmware.com/index.php/email/emailWebview?email=MDQ4LVNaVy0wNDUAAAGSgj1L8H9W-NAUKfvV6vO032adxZTNJYneDEw3cGEY_k16D_uCTt7s0vg44GuPmNlWs928rb9T36KWlyfM1SgD_LRcf_YHRcJZpD8https://kb.vmware.com/s/article/97304https://kb.vmware.com/s/article/96882https://blogs.vmware.com/euc/2024/02/broadcoms-euc-division-embraces-its-future-as-a-standalone-business.htmlhttps://onevmw-my.sharepoint.com/:w:/r/personal/smithsuzanne_vmware_com/_layouts/15/Doc.aspx?sourcedoc=%7B7F4ECE9C-B53B-4AE0-B537-AA14ECAAA4FD%7D&file=EUC%20Customer%20FAQ.docx&action=default&mobileredirect=true