Pivotal Knowledge Base


Pivotal Support Update


Support Update Vol.1 | May, 2016

In This Issue


Experience the New Pivotal Customer Portal

On April 26th, 2016, the Global Support Services (GSS) team successfully launched the new Customer Portal, bringing a greatly enhanced experience for customers and partners in their engagement with Pivotal.

The Customer Portal’s new cleaner and simpler UI makes it easier for customers to manage any issues and find the assets they need.

Customers and partners now come to a single place and a scalable infrastructure that serves thousands of users, and contains many more thousands of customer records. The portal’s user-minded features include enhanced Single Sign On (SSO), Support Entitlements, Ticket Management, User Management, and Knowledge Base Access. Customers can now do the following from a single, SSO-enabled landing page:
  • Access Pivotal Network to download software
  • Search an improved Knowledge Base for self-help solutions
  • Learn about Pivotal's support offerings and policies
  • View and download documentation

The self-service Knowledge Base is searchable from any part of the site and offers answers to more Pivotal product questions than ever. It saves customers time, and allows our support engineers to spend more of their own time focused on more difficult issues. Taken together, this helps us resolve all issues faster, and improves the customer experience.

We’ve reached a new level of support with this Portal, and we’re just beginning. Up next are further and richer offerings such as video and webcasts, and integrating real-time user feedback. Check out the new portal at support.pivotal.io, and view our launch video on the Pivotal Global Support Services YouTube playlist.

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Top Knowledge Base Articles

We've handpicked a list of our Knowledge Base Articles that are essential for you to know. Select those ones that are of interest and find out how to solve these issues. 

Pivotal Greenplum

VACUUM and transaction age

"WARNING: database xxx must be vacuumed within XXXX transactions" message seen in Pivotal Greenplum

Segment down situation

Recommended Monitoring and Maintenance Tasks
Segments failing when backing up to a NFS Mount storage

VMEM formula

Query failing with "ERROR: Canceling query because of high VMEM usage"

DD boost credentials getting wiped out

Backing up to DDboost fails with the error "The system hostname key is missing from the lockbox"

Restore fails with Type 2 errors

gpdbrestore fails with "Type 2 could not be be found" error message

Pivotal GemFire

Collect proper artifacts to accelerate to resolve the issue by Global Support Services

How To Collect Basic Information For GemFire Issues?

SSL configuration problem in implementation of GemFire 8.2's SSL

Seeing the error: "Certificate is not recognized" when using SSL

Pivotal Cloud Foundry®

Steps to take when the Director VM no longer has the persistent disk attached

Persistent Disk is not attached to Director VM

Error when trying to start or stage an app

App fails to start with error message "status code: 500" in Pivotal Cloud Foundry


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 Product Updates

Here's a quick view of recent software updates and upcoming End Of General Support dates to keep you in the know. Review to check if any of your products are listed here.
New Releases  
Product Date
Ops Metrics 1.7.0(major release) 4/29/16
Pivotal HDB release) 5/9/16
Maintenance Releases  
Product Date
RabbitMQ for PCF 1.5.9 5/5/16
PCF JMX Bridge 1.7.1 5/6/16
Pivotal Greenplum 5/11/16
PCF Ops Manager 5/13/16
Pivotal GemFire 8.2.1 5/17/16
Security Releases  
Product Date
Stemcells 3232.2 5/4/16
Push Notifications Service 1.4.7 5/5/16
Redis 1.5.12 5/5/16
Elastic Runtime 1.7.1 5/6/16
App Distribution 1.3.6 5/13/16
Upcoming End of General Support  
Product Date
Pivotal RabbitMQ 3.4 5/13/16
Pivotal HDB 1.1 7/31/16
Pivotal HD 1.0 7/31/16
Pivotal Command Center 2.0.1 7/31/16
Explore, download, and update Pivotal software and services at Pivotal Network.
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Have you explored Pivotal Academy? We offer an extensive portfolio of role-based training courses that are designed to build and enhance your product expertise. Courses are designed by industry experts and aligned with the latest Pivotal products. Our lab-based curriculum helps maximize skills retention and flexible delivery options make it easy to receive the training you need—no matter your location or schedule. We offer free and fee-based training; check out Pivotal Academy today!
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 Global Support Services goes Social!

We have been working on our social skills and now you can follow/see us on Instagram and YouTube. We will be adding Twitter to our repertoire in Q3 - stay tuned!


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Pivotal Support Team in Cork, Ireland

Check out this video of our Pivotal Support Team working hard!
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Let us know how you liked the Support Update.
Pivotal Global Support Services
3495 Deer Creek Road
Palo Alto, CA 94304
United States


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