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Updated: 09/16/2009 

1. Install the recommended hotfixes

The first thing you'll want to do is make sure you've installed all of the recommended hotfixes listed in this KB article:

KB962941 - Recommended hotfixes for System Center Virtual Machine Manager 2008

The hotfixes in this KB resolve many top issues we see and should be considered step #1 if you're having any kind of issue with SCVMM 2008.

Assuming you have all of these hotfixes applied, next you'll want to be sure you do a thorough check for any known issues:

2. Check for Known Issues

When you’re troubleshooting a problem with SCVMM you should probably start with the System Center Virtual Machine Manager 2008 Configuration Analyzer. This is a diagnostic tool that you can use to evaluate configuration settings for computers that either are serving or might serve Virtual Machine Manager (VMM) roles or other VMM functions. This tool is constantly updated to identify and resolve many common configuration related issues we see.  You can download and run the System Center Virtual Machine Manager 2008 Configuration Analyzer from here:

http://www.microsoft.com/downloads/details.aspx?FamilyID=02d83950-c03d-454e-803b-96d1c1d5be24&displaylang=en

If that fails to turn up anything then if you haven’t already done so, a good search is in order. After all, there’s a pretty good chance that you’re not the first person to encounter your particular issue. With that in mind, you’ll want to do is a quick search of our Knowledge Base, our blog site and our forums to see if anyone has already posted the resolution:

If you’re getting an error message, include parts of the exact error text in your search. The exact error message is incredibly important so don’t summarize it when searching or asking for help. Including the exact error message can mean the difference between quickly finding your answer and searching in vain.

3. Check the prerequisites

Still can’t find anything on your issue? If that’s the case then the next step is to check the prerequisites and requirements to make sure we’re at least using a configuration that we know will work. I’m sure you’ve already done this but we’d hate to overlook the basics.

  • SCVMM 2008 must be installed on Windows 2008. Verify this.
  • SCVMM 2007 must be installed on Windows 2003. Verify this.

Note: Beta installs cannot co-exist with RTM installs and must be fully uninstalled prior to using RTM releases.

SCVMM also requires the following software based components:

  • Windows Remote Management (WinRM)
  • Microsoft .NET Framework 3.0
  • Microsoft .NET Framework 2.0 --required for the Admin console and Self-Service Portal on systems other than Server 2008
  • Windows Server Internet Information Services (IIS). Required for Self-Service portal. Must install the Web Server Role in Windows Server 2008 including IIS 6 Management Compatibility.

If you’re using SCVMM 2007, if you are using the same server for both the VMM server and the database server you must install a supported version of Microsoft SQL Server 2005.

Note: For better performance, when managing a large number of hosts (> 150), it is recommended a separate machine be used to host the VMM database.

Note: If the default port (80) for the VMM Self-Service Portal is used by another Web site, you must either use a different dedicated port or specify a host header for the portal.

For the specific requirements for each component of SCVMM see the following:

Additional Requirements

4. Check TechNet Troubleshooting Info

Troubleshooting VMM 2008 Error Codes: System Center Virtual Machine Manager (VMM) 2008 error codes are generated by a state or action and they display a message that provides information or notifies you of a problem. When appropriate, the error message includes a recommended action:

5. Begin Gathering Data

If you still can't find a resolution to your issue, you’ll probably want to start gathering up any relevant information and log files so that you’ll have them handy when you speak with a Support Engineer. The exact data we’ll want to review can vary depending on the issue so for the sake of this document we’ll err on the side of gathering a little too much data rather than too little.If you wish to send any of this data to the support engineer handling your case, please address any email to casemail@microsoft.com. The files must be in .ZIP format, and the Subject line must include your case number. An example of proper case number formatting is: REG: 133322255555599. The REG: must be included.

First off, let’s define some useful SCVMM Terminology:

  • SCVMM Server:  Where SCVMM is installed; not necessarily where the SCVMM Admin Console is installed
  • SCVMM Host:  Server running Virtual Server 2005 or Hyper-V and is managed by the SCVMM Server
  • SCVMM Admin Console:  The UI for viewing Hosts and Libraries, and where jobs such as P2V are initiated
  • Library: Hosts can also have a library that contains files usable by SCVMM such as VHDs, ISOs, and templates. If a file is not in a library share SCVMM does not know about it.
  • Source: Refers to the physical machine that will be converted to a virtual machine

As far as data goes, start by collecting the following so that it will be ready to provide to the Support Engineer.

1.  Collect a screenshot of the exact error message displayed in the Admin Console.
2.  What Windows build and Service Pack level is on the SCVMM server?  Host?  Source?
3.  Are all machines involved in the same domain?
4.  What is the functional level of the domain?  In order for SCVMM to be installed, the domain functional level must be W2K3 or higher.
5.  What is the service account that VM Manager service is using?  Our recommendation is to always use the default, LocalSystem account to avoide potential problems that can be introduced by simply changing the service account. 

If you’re having an issue getting System Center Virtual Machine Manager installed, we’ll probably first want to take a look at the ServerSetup.log file. The ServerSetup.log can be obtained from the following directory:

- Windows 2008/Windows 7/Windows Vista: C:\ProgramData\VMMLogs

- Windows Server 2003: C:\Documents and Settings\All Users\Application Data\VMMLogs

On the SCVMM server, please collect the following log files:

  1. VM Manager log
  2. System event log
  3. Application event log

For each of the above log files, just open it and do a save-as to EVT format.

If the problem is related to any of the following, please collect a Dbgview trace from the affected server[s]:

  1. Physical-to-Virtual (P2V) conversion
  2. Virtual-to-Virtual (v2V) conversion
  3. Unable to add a server as a managed Host
  4. VMM service stops/restarts constantly

Usually, if the problem is easily reproducable then we will request a Dbgview trace be captured WHILE reproducing the problem.  To get a Dbgview trace, download SCVMM_Trace_Kit.zip and save it to the target servers, then follow the instructions below, depending on whether you need a trace from multiple servers or only the SCVMM server:

Dbgview trace from MULTIPLE SERVERS. Perform the actions below on all systems involved with the issue:

    1. Extract the contents of SCVMM_Trace_Kit.zip to a folder on a local drive on each server.
    2. Open the ‘2_ODS_Flags’ folder.
      1. Double click ‘odson.reg’. This should report success.
      2. At an elevated command prompt change to the ‘2_ODS_Flags’ folder and type ‘odsflags.cmd 255’. This should report success.
    3. Open the ‘1_DebugView’ folder.
      1. Run ‘Dbgview.exe’ as elevated administrator.
      2. Make sure that in its Capture menu, you have both "Capture Win32" and "Capture Global Win32" checked.
    4. Restart services:
      1. Restart the vmmservice on the VMM server or host with “net stop vmmservice" and “net start vmmservice".
      2. Restart the agent service with “net stop vmmagent" and “net start vmmagent".
      3. Restart the IIS service on the Web server with "iisreset".
    5. Open the Admin Console if it is not already open. You should see data being captured in DebugView. If not, make sure ‘Capture Data’ has a check next to it in the Capture menu.
    6. Reproduce the issue.
    7. Once the issue has been reproduced, stop the capture on all systems being traced. You can later save the captures, but we need the data capture to stop now.
      1. On each machine remove the check next to ‘Capture Data’ in the Capture menu.
      2. On each machine then go to File> Save and save the log.
    8. On each machine double click ‘odsoff.reg’. This should report success

Dbgview trace from the SCVMM SERVER ONLY. Perform the actions below on the SCVMM server:

    1. Extract the contents of SCVMM_Trace_Kit.zip to a folder on a local drive.
    2. Open the ‘2_ODS_Flags’ folder.
      1. Double click ‘odson.reg’. This should report success.
      2. At an elevated command prompt change to the ‘2_ODS_Flags’ folder and type ‘odsflags.cmd 255’. This should report success.
    3. Open the ‘1_DebugView’ folder.
      1. Run ‘Dbgview.exe’ as elevated administrator.
      2. Make sure that in its Capture menu, you have both "Capture Win32" and "Capture Global Win32" checked.
    4. Restart services:
      1. Restart vmmservice with “net stop vmmservice" and “net start vmmservice".
      2. Restart the agent service with “net stop vmmagent" and “net start vmmagent".
      3. Restart the IIS service with "iisreset" (if present).
    5. Open the Admin Console if it is not already open. You should see data being captured in DebugView. If not, make sure ‘Capture Data’ has a check next to it in the Capture menu.
    6. Reproduce the issue.
    7. Once the issue has been reproduced, stop the capture. You can later save the capture, but we need the data capture to stop now.
      1. Remove the check next to ‘Capture Data’ in the Capture menu.
      2. Go to File> Save and save the log.
    8. Double click ‘odsoff.reg’. This should report success.

6. Review the details of the issue

So do our SCVMM Support Engineers work from a script? No way, not here. But that doesn’t mean we don’t have a standard set of questions we need the answers to. When you speak to a Support Engineer, he or she will likely ask you the following types of questions:

  1. When did the problem first start? Has it ever worked as expected?
  2. What is the error message and ID in the Summary pane? Get a screenshot or a copy of all text in the window if possible.
  3. What changes were made just prior to the failure?
  4. Can you reproduce the problem? Document exact repro steps.
  5. Do other SCVMM Servers/Hosts/Libraries/etc. experience the same issue (if applicable)?
  6. Are all SCVMM Servers/Hosts/Libraries/etc. in the same domain?
  7. Is there network teaming (NIC) software installed (in use or not) on any SCVMM machines? Which ones?
  8. Are there any firewalls running on the machines or otherwise between SCVMM machines?

If it’s a host related problem:

  1. What Windows build and Service Pack Level is the SCVMM host running on?
  2. Are the SCVMM Server and Host(s) in the same domain? If not provide details.
  3. Is either a Cluster Node?
  4. What type of storage are the VMs being saved to?
    1. Local, HBA attached, iSCSI attached?
    2. Are there multiple VMs per LUN?

If it’s a problem with the Admin Console

  1. What Windows build and Service Pack Level is the SCVMM host running on?
  2. Are the SCVMM Server and Admin Console in exactly the same domain? If not provide details.
  3. Is the Admin console installed on the same system as the SCVMM server?

If P2V or V2V is being performed we’ll need to know things such as:

  1. The Source machine
    1. What Windows build and Service Pack?
    2. Is it a Domain Controller?
    3. Is it in the same domain as the SCVMM Server?
    4. Is it in a workgroup?
    5. Is it 32-bit or 64-bi
  2. The Destination Host
    1. Is the Hyper-V or Virtual Server 2005 machine selected as the location that the virtualized source will be placed during P2V?
    2. What Windows build and Service Pack is it running?
    3. Is it a Domain Controller?
    4. Is it in the same domain as the SCVMM Server?
    5. Is it 32-bit or 64-bit?

SQL Server related questions:

  1. What version is SCVMM configured to use? Express, Full?
  2. What version if not Express?  2005? 2008?
  3. Is the SQL Server database on the same server as the VMM Server? If not, what is the name of the remote server?

The version of WinRM

Check the version of Wsmsvc.dll in the C:\windows\system32 folder

  • If Windows 2003 server: Example: 5.2.3790.4131
  • If Windows 2008 server: Example: 6.0.6001.1800

Additional Resources

Below are a couple of the more common issues we see:

Without a doubt one of the top call generators for VMM is when a P2V fails with Error 2910 (0x80070005) Access Denied. Please refer to the following Knowledge Base article that discusses this in more detail and offers several steps to take to identify the source of the problem and corresponding resolution:

KB969965 - SCVMM P2V fails with Error 2910 (0x80070005) Access Denied

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Issue: When using SCVMM 2008, you may get the following error when attempting to attach an ISO to a VM managed on a remote Hyper-V server:

'<serverName>': The file '\\<serverName>\MSSCVMMLibrary\ISOs\<filename>.ISO' does not have the required security settings.

Error: 'General access denied error' (0x80070005).

To fix the security settings, remove the device associated with this file from the virtual machine and then add it again. (Virtual machine 3E257B0A-F666-4479-B0C2-36A3F02A87FB)
(Unknown error (0x8001))

Cause: This can occur if you are attempting to share the ISO instead of copying it to the remote computer. You can not directly share an ISO that is stored in a library on SCVMM. This is by design and is a security measure.

Resolution: To resolve this issue follow these steps:

  1. In the SCVMM management console, click Virtual Machines, then right-click on the virtual machine that we are attaching the ISO to.
  2. Click the Hardware Configuration tab then click on Virtual DVD under Bus Configuration.
  3. Click the radio button "Existing image file:"
  4. Enter the path to the ISO and uncheck the box "Share image file instead of copying it."

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Issue: Creation of a VM in SCVMM fails with the errors below:

Error #1:
Error (12700)
VMM cannot complete the Hyper-V operation on the <serverName> server because of the error: Failed to create a new virtual machine.
(Unknown error (0x8001))

Recommended Action (reported in the VMM console)
Resolve the issue in Hyper-V and then try the operation again.

Error #2:
An internal error has occurred trying to contact an agent on the <serverName> server.

Ensure the agent is installed and running. Ensure the WS-Management service is
installed and running, then restart the agent.

ID: 2912
Details: The server threw an exception (0x80010105)
Operating SystemOther

Error #3:
Error (2912) An internal error has occurred trying to contact an agent on the <serverName> server.
(The inherited access control list (ACL) or access control entry (ACE) could not be built (0x8007053C))

Resolution: Make sure all volumes that have 'Library Shares' or are marked for 'Placement' have the correct ACLs.

  • Creator Owner will likely be the missing right. Right click the volume, select Properties, and then the Security tab.
  • Creator Owner should have 'Special permissions' which when investigated by clicking 'Advanced' then 'Edit' twice with 'Creator Owner' selected will show full permissions.
  • Alternately, grant Creator Owner 'Full control' to the volume.

SYSTEM, Administrators, and CREATOR OWNER should have effective full control of the volumes.

How-Tos

image Virtual Machine Manager Implementation Flowchart: To use this high-level decision flow to help you implement Virtual Machine Manager (VMM) 2008 or VMM 2008 R2, follow the path from top to bottom. After each decision point, click the appropriate process box to review content about that feature.

Getting Started

Planning and Architecture

Scripting

Deployment

Operations

Security

Other Resources

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