Pivotal Knowledge Base


Pivotal Support Update Vol. 2



Support Update Vol. 2 | July, 2016

In This Issue

The Benefits of Business Critical Support

The support industry is constantly evolving and at Pivotal Support, evolution is our methodology. We are always looking for ways to improve your customer experience and our support offerings. In this issue we want to talk about Pivotal’s Business Critical Support (BCS), an extension of our premium support. Business Critical Support provides a proactive support approach with a Designated Support Engineer (DSE), who is a Pivotal professional assigned to manage and enhance your product experience. Let’s take a quick look at the benefits of BCS, or you can select the image on the right to view a video.

How does having a Designated Support Engineer benefit your business?

  • You have a technical expert, focused on supporting a specific Pivotal technology and your business.
  • A DSE is your designated point of contact for support-related activities, inquiries, and root cause analysis. They provide regular incident feedback to you via care log and business reviews.
  • They have the ability to log into your environment to troubleshoot and reduce potential problems before they occur.

Which customers benefit the most from using Business Critical Support?

  • First-time customers needing additional deep technical product support, case management, and best practices guidance.
  • Customers with recent staff turnover, technology skill gaps, or complex installations & upgrades.
  • Customers who are operating Pivotal technologies in production environments.

Business Critical Support helps you:

  • Navigate your environment by daily interaction, weekly reports (care log), case management, and dedicated guidance
  • Mitigate and reduce support events through personalized hands-on support
  • Improve understanding of Pivotal technologies, ways to best leverage available services like our growing Knowledge Base, and reinforce operational best practices to achieve maximum performance and stability of Pivotal products.

Working along with you, Paul Kato, Director, Global BCS Practice Lead, and Keyla Serrano, Manager of DSE Americas, find customers who engage with Business Critical Support to have a better service experience. By driving a proactive vs. reactive approach, we are dedicated to your success and truly care about making a positive impact on your product experience. If you would like more information about Business Critical Support and what it can do for your business, please contact Paul Kato, pkato@pivotal.io.

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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

gpstart could not start standby master because the system could not connect to the primary server or could not receive data from WAL stream

gpstart shows message, "[WARNING]:-Could not start standby master"

Sometimes PgBouncer does not clean up idle connections even if server_idle_timeout and client_idle_timeout reach their limit

PgBouncer not able to terminate idle connections

gpconfig failures for authentication or password errors

gpconfig failed with "Ident authentication failed for user" or "gpadmin""/fe_sendauth: no password supplied" error message

Pivotal GemFire

Developmental tips for running queries using ORDER and LIMIT that are executed using data-dependent functions

How to run queries with ORDER and LIMIT in functions

How to measure memory used on a given cache member by a region in GemFire

How to measure memory used by a region

Pivotal HD

How to find the password in case the Hive metastore password is different than the default password "hive" and the password has been lost.

How to find the Hive metadata store password

How to set heap size of Hive client different from other Hive services like metastore and Hive server

How to set heap size of hive clients different from other hive services

Pivotal Cloud Foundry®

When you initially install Ops Manager and Pivotal Cloud Foundry®, you’ll be asked to define the Availability Zones (AZs) for the installation; if later Ops Manager locks and won’t let you make changes, here is a workaround for you:

How to add or modify Availability Zones without the need to reinstall PCF?

How to restore the given privileges in Ops Manager Director: this article shows all about the privileges needed at the datacenter level:

User gets "Server error, error code: 1002, message: cannot set space role because user is not part of the org" error when using cf set-space-role

Much awaited, simple solution on how to enable bosh-init debug logging in Ops Manager

Enabling bosh-init debug logs in Ops Manager

Easy steps at your fingertips on how to change the Ops Manager passphrase

How to change the Ops Manager passphrase?
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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.
Major Releases  
Product Date
Alpine Chorus for Pivotal Big Data Suite 6.0.0 7/14/16
Security Releases  
Product Date
Pivotal Cloud Foundry Elastic Runtime 1.7.11 7/13/16
Pivotal Cloud Foundry Elastic Runtime 1.6.33 7/13/16
Stemcells for PCF 3232.13 7/13/16
Pivotal Cloud Foundry Metrics 1.0.9 7/1/16
Pivotal Cloud Foundry Operations Manager 1.7.9 6/30/16
Pivotal Cloud Foundry Operations Manager 1.6.18 6/29/16
Upcoming End of General Support  
Product Date
Pivotal HDB 1.1 7/31/16
Pivotal HD 1.0 7/31/16
Pivotal Command Center 2.0.1 7/31/16
Pivotal RabbitMQ 3.5.6 9/30/16
Cloud Foundry Security Update
In June 2016, the CF team released patches for 17 CVEs. More information can be found at http://pivotal.io/security.
The most recent security releases for PCF include:
  • PCF Elastic Runtime 1.6.33 and 1.7.11
  • PCF Operations Manager 1.6.18 and 1.7.9
Explore, download, and update Pivotal software and services at Pivotal Network.
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NBCUniversal Uses Training To Accelerate Cloud Native Journey
Like every other traditional media and entertainment company, NBCUniversal finds itself with a dizzying array of smaller, niche competitors and larger, well-funded Internet companies. To improve their ability to compete, they recently turned to Pivotal Cloud Foundry for a Cloud Native platform and made both training and change management a core component of their digital transformation. Read more here.
Summer School is in Session!
Summer is the perfect time to sharpen your technical skills or master a new domain. With a wide array of hands-on classes spanning the latest Pivotal technologies, Pivotal Academy has the training you need to enhance your product expertise and accelerate your career. Instructor-led classes are now available through September and include many virtual options - allowing you and your staff to receive live training without the time and expense of travel. Click here for more info.
Role-based Training
Pivotal Academy offers 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 while 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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 Support News

Effective June 27, the Pivotal Customer Support Portal became available to all Data Computing Appliance customers with Greenplum Database or Pivotal Hadoop software. The portal can be found at support.pivotal.io.
If you have any additional questions, see our FAQs, or contact us at customer-service@pivotal.io.
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 Social Square

We have been working on our social skills and now you can see us on Instagram and YouTube.

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