VMware Support

SRM Plugin Down? How to Generate Diagnostic Logs via the Command Line | Lazy Admin Blog

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In a high-pressure recovery situation, the last thing you want to see is the “SRM Connection Failed” error in your vSphere Client. If you can’t access the SRM interface to click “Gather Logs,” you have to go straight to the source.

Site Recovery Manager includes a standalone support script that packages all necessary diagnostics directly from the Windows Server filesystem, even if the SRM service itself is struggling.

Step 1: Locate the Support Script

Log into the Windows Server where SRM is installed and navigate to the \bin\ directory. The path varies slightly depending on your version and OS architecture:

  • 64-bit Windows (Standard): C:\Program Files\VMware\VMware vCenter Site Recovery Manager\bin\
  • 32-bit Windows (Legacy): C:\Program Files (32 bit)\VMware\VMware vCenter Site Recovery Manager\bin\
  • SRM 1.0 (Vintage): C:\Program Files\VMware\VMware Site Recovery Manager\bin\

Step 2: Generate the Bundle

  1. Look for the file named srm-support.wsf.
  2. Double-click the file to execute it.
  3. Wait a few moments. A compressed log bundle will appear on the Desktop of the current user, named in this format: srm-plugin-support-MM-DD-YYYY-hh-mm.zip.

Step 3: Label Your Logs (The “Pro” Tip)

VMware Support will often need logs from both the Protected and Recovery sites. Because the log bundles look identical, VMware highly recommends renaming the files before uploading them to the FTP portal:

  • protected-srm-support-MM-DD-YYYY.zip
  • recovery-srm-support-MM-DD-YYYY.zip

Don’t Forget the SRA Logs!

If your issue involves storage replication, VMware will also need the Storage Replication Adapter (SRA) logs. These are usually tucked away in vendor-specific folders:

  • ...\VMware vCenter Site Recovery Manager\scripts\SAN\<SRA Vendor Name>\log\
  • C:\Program Files\<SRA Vendor Name>\

Manual Configuration Check

If you need to verify your extension ID or database connection strings manually, you can find the core XML configuration files in the \config\ directory:

  • extension.xml
  • vmware-dr.xml

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Troubleshooting VMware Tools Upgrade Failures on Windows Server 2003 | Lazy Admin Blog

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In the world of legacy infrastructure, Windows Server 2003 virtual machines (VMs) occasionally hit a “brick wall” during VMware Tools upgrades. While VMware continues to investigate the root cause, the community has identified a manual “scrubbing” process to bypass the installer errors and force a clean installation.

🛑 Pre-Requisites & Data Collection

Before performing a manual registry cleanup, VMware Support recommends gathering the following data to help identify the underlying issue:

  1. Version Mapping: Note the current “from” version and the target “to” version.
  2. Upgrade Method: Are you using the “Interactive” installer, “Silent” switches, or vCenter’s “Automatic” update?
  3. Historical Data: Open the Windows Event Viewer, search for Event Source: MsiInstaller, and look for Event ID: 1034 to find traces of previous installation attempts.

🛠️ The Fix: Manual Registry & System Scrubbing

[!CAUTION] Warning: This procedure involves modifying the Windows Registry. Incorrect changes can destabilize your OS. Always take a full VM Snapshot and a Registry Backup before proceeding.

1. Registry Cleanup (Installer Keys)

Log in as an Administrator, open regedit, and navigate to/delete the following keys if they exist:

  • HKEY_CLASSES_ROOT\Installer\Features\05014B32081E884E91FB41199E24004
  • HKEY_CLASSES_ROOT\Installer\Products\05014B32081E884E91FB41199E24004
  • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Features\05014B32081E884E91FB41199E24004
  • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products\05014B32081E884E91FB41199E24004
  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components\B150AC107B12D11A9DD0006794C4E25
  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{3B410500-1802-488E-9EF1-4B11992E0440}
  • HKEY_LOCAL_MACHINE\SOFTWARE\VMware, Inc.

2. Service Removal

Deep-seated services can block the new installer. Delete these keys under CurrentControlSet\Services:

  • VMTools
  • VMUpgradeHelper
  • VMware Physical Disk Helper Service
  • vmvss

3. File System Cleanup

Once the registry is clear, you must remove the physical binary remnants:

  1. Open Windows Explorer.
  2. Delete the folder: %ProgramFiles%\VMware\VMware Tools.
  3. Restart the Virtual Machine. This step is non-negotiable as it clears the memory and releases hooks on drivers.

🚀 Final Step: Fresh Installation

After the reboot, the system will be “clean” of previous VMware Tools traces. You can now mount the VMware Tools ISO through your vSphere client and run a fresh installation.

Pro-Tip: If the VM has other VMware products installed (like vCenter Server), do not do a blanket search-and-destroy for the term “VMware” in the registry. Stick strictly to the keys listed above to avoid breaking other applications.

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