Pivotal Knowledge Base


Pivotal Support Update Vol 4


Support Update Vol. 4 | December, 2016

In This Issue

Our Goal is Customer Success!

Customer service organizations are in the midst of a transformation by redefining strategies to improve customer satisfaction at both a transactional and a relationship level. Here is how we are shaking things up to better support Pivotal customers.

One-stop engagement through Pivotal’s Customer Portal

In response to customer feedback for a more integrated and intuitive support management experience, the Pivotal support team launched the new Pivotal Support Portal a few months ago. The portal provides the self-service navigation our customers are looking for and offers a central point of access for all of the information and services customers require during their support experience. The portal includes customer-centric features, such as a clean and simple user interface and a Single Sign On access that allows customers to easily engage in key support-related activities, including:

  • Access Pivotal Network to download software
  • Search an improved Knowledge Base for solutions
  • Learn about Pivotal's support offerings and policies
  • View and download documentation
  • View support entitlements
  • View all service tickets

Collaboration and knowledge sharing are at the center of our core values at Pivotal

To help you achieve greater optimization, we present an exceptional depth and breadth of product knowledge with the richest how-to articles, Solution References, FAQs, Checklists, and Best Practices in our Knowledge Base. Our Knowledge Base is built upon the Knowledge Centered Support (KCS) philosophy of delivering timely information at the point of need. This is critical for empowered, efficient agents and for our customers, who expect to find answers to their questions quickly and easily, when and where they need it. Over this past year, our Knowledge Base has grown exponentially, getting over DOUBLE the views per month with strong click-through rates.

Check out our Knowledge Base to see how our avenues are always open to help our customers. We welcome any feedback! Write to the Knowledge Management team at gss-km@pivotal.io.

Enhance technical expertise through on-demand, online training

Another way we are empowering our customers to have more control of their Pivotal experience is through our robust training courses offered through Pivotal Training. These courses offer training by role: Administrator, Developer, and Data Scientist and are designed by our content development team who work closely with the front line support and product teams to align with the latest Pivotal products. We know that customers need to access this training when their schedules permit, so we have ensured that eLearning can be accessed at any time of day. Additionally, we provide Live Online (virtual) instructor-led training real-time in an online environment. You can check the schedule found here.

The impact of Pivotal Training is definitely having a lasting impression on our customers. For example, when NBCUniversal decided to invest in the Pivotal products to help achieve its digital transformation goals, it also believed it was important to invest in the right type of technical training. As a note from the NBC blog article stated, “the high quality, hands-on training provided through Pivotal Training allowed NBCUniversal developers to immediately start deploying code and also helped prevent future issues raised with the company’s internal technology teams.” Henceforth, it is Pivotal’s aim to partner with all of our customers in this same way.

In addition to Pivotal Training, we also recently launched a Support YouTube playlist, which in the future we hope will serve as a destination for customers to access technical how-to videos based on topics related to customers' most frequent support requests.


The customer service experience clearly has an impact on the overall customer experience. At Pivotal, we understand that the support experience has to keep pace with our customers’ evolving needs—it has to be easy, informative and accessible in the method they prefer to engage with us. Through our support improvements and innovations—the Pivotal Support Portal, Support Update news bulletin and role-based, on-demand training through Pivotal Training—we are enabling proactive support for our customers and equipping them with the tools and expertise to achieve their goals.

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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

In this issue, we have selected articles about Greenplum Segment and Greenplum Command Center. Here are the top articles:

Segments in Pivotal Greenplum cluster go down and a number of “out of memory” errors appear when system memory resource was exhausted due to an extremely complicated query plan. This article helps you resolve such a problem.
Pivotal Greenplum segments go down frequently with OOM errors

This article describes the various reasons why “PG_CTL failed” error appears and why Pivotal Greenplum segments get affected from coming online.
Troubleshooting: gpstart Unable to Start Segments with Reason: 'PG_CTL failed.'

The following articles are about Greenplum Command Center: The first one talks about the login problem in Greenplum Command Center. This is a must read for all gpadmin users.
GPCC shows error "Received error response from server" when attempting to login

The Greenplum Command Center web interface is a management tool that provides system status and query monitoring facilities for Greenplum Database administrators and users. Showcasing the health information of the database is most important. This article shows what happens when users do not see that.
No health information is shown on the GPCC web console “Dashboard” and “Health”

Pivotal GemFire

GemFire provides a consistent way of configuring Secure Sockets Layer (SSL) for all java-based GemFire components. Here is how to configure the one-way SSL. 
How to configure one-way SSL for the GemFire Java client

The following article explains how to create a self-signed Keystore and Truststore using the Java keytool. This can be used for SSL communication in GemFire client/server and peer-to-peer configurations.
How to use a simple method to create a self-sign SSL Keystore and Truststore

Pivotal Cloud Foundry®

The How-to’s are immensely valuable for Pivotal Cloud Foundry users.

This procedure explains how to edit the installation.yml for operations manager using the API endpoint.
How to Edit Operations Manager Installation Settings using API Endpoint ®

Read the following article to know how users can download and upload PCF products via API.
How to download and upload Pivotal Cloud Foundry® products via API®

The following article explains how to use User Account and Authentication(UAA) CLI (UAAC) to make a request and retrieve the access token.
Read How to use UAAC to curl Ops Manager API

Pivotal Cloud Foundry Redis Tile

If you have faced as issue as OpsManager upgrade or delete operations are hanging while updating the cf-redis-broker VM, here is an article to help you in there.
Pivotal Cloud Foundry® Redis tile upgrade issue

When Redis lacks sufficient disk space, the jobs get cancelled. Read the following article to resolve this problem.
Pivotal Cloud Foundry® Redis full disk scaling issue

If your Redis deployment fails to complete and hangs during an OpsManager redeploy, here are the instructions to resolve that issue.
Pivotal Cloud Foundry® Redis Deploy Fails to Complete

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 Product Updates

Here's a quick view of recent software updates and upcoming End Of General Support dates to help ensure you are running the most current releases. Review to check if any of your products are listed here. You can find our Pivotal Support Lifecycle Policy which includes our Pivotal Lifecycle Matrix. This page was last updated on 12/6/16.
New Releases  
Product Date
Pivotal Greenplum 10/24/16
Security Releases  
Product Date
Stemcells for PCF 3151.5 12/6/16
Stemcells for PCF 3233.6 12/6/16
Stemcells for PCF 3263.12 12/6/16
Pivotal Cloud Foundry Elastic Runtime 1.8.15 11/16/16
Pivotal Cloud Foundry Elastic Runtime 1.7.34 11/16/16
Pivotal Cloud Foundry Elastic Runtime 1.6.53 11/16/16
Pivotal Cloud Foundry Operations Manager 1.8.10 11/2/16
Pivotal Cloud Foundry Operations Manager 1.7.18 11/2/16
Pivotal Cloud Foundry Operations Manager 1.6.25 10/21/16
Recent and Upcoming End of General Support  
Product Date
Pivotal Cloud Foundry 1.0 11/30/16
Pivotal Cloud Foundry 1.1 11/30/16
Pivotal Cloud Foundry 1.2 11/30/16
Pivotal Cloud Foundry 1.3 11/30/16
Pivotal Cloud Foundry 1.4 11/30/16
RabbitMQ for PCF 1.x 11/30/16
Pivotal HD 1.1 11/30/16
Pivotal HD 1.1.1 11/30/16
Pivotal HDB 1.1.3 11/30/16
Pivotal HDB 1.1.4 11/30/16
Pivotal tc Server 2.9 12/31/16
MySQL for Pivotal Cloud Foundry 1.6.x 1/31/17
Pivotal Cloud Foundry 1.5 1/31/17
Pivotal GemFire 7.0.2 2/28/17
Cloud Foundry Security Update
In September and October 2016, the PCF team released patches for 58 CVEs. More information can be found at http://pivotal.io/security. The most recent security releases for PCF include:
  • PCF Elastic Runtime 1.6.53, 1.7.34 and 1.8.15
  • PCF Operations Manager 1.6.25, 1.7.18 and 1.8.10
Explore, download, and update Pivotal software and services at Pivotal Network.
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Pivotal Cloud Foundry Administrator - New!

The new Pivotal Cloud Foundry Administrator course is now available! This 5-day course provides the hands-on experience needed to manage a PCF installation by exploring "Day 1" and "Day 2 Operations" - including installing the Ops Manager; configuring users, roles and quotes; backing up and restoring files; using BOSH and much more! Register for a class today.

Are you interested in exploring the world of microservices?

Do you want to learn how the Spring framework helps developers build modern microservices architectures and deliver business value quickly?

Pivotal Training is introducing several new training courses focused on the latest Spring technologies: Spring Cloud Services and Spring Boot Developer. These instructor-led courses provide experienced Java developers with the skills needed to develop and deploy applications, faster and easier.

Learn more about our complete Spring training portfolio and register for a class today by visiting https://pivotal.io/training.

Pivotal Training has a new website!

The redesigned site makes it easier to navigate to our latest courses, certifications and other important Pivotal Training information. Learn more at pivotal.io/training.

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 Support News

Notice of End of Service Life for EMC Data Computing Appliance Version 1 (DCA v1)

The End of Service Life (EoSL) is March 31, 2017 for EMC DCA v1.

Please note that EMC DCA v1 is a bundled product. The Pivotal Greenplum Database software that is part of EMC DCA v1 will also be EoSL on March 31, 2017.

Where can I find support information about EMC DCA v1?  You can find out more information here, or by contacting Ted Schachter, Product Manager for DCA, at Ted.Schachter@dell.com.

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 Social Square

Pivotal is transforming how the world builds and supports software. See how we do it by following us on InstagramTwitter and YouTube

Have you seen these Pivotal Tweets?

 How about this video on YouTube?

Here are links to some of our AWESOME blogs, podcasts and videos!


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 Upcoming Events Featuring Pivotal 

Data Events

Hortonworks Future of Data Roadshow:

Each city will have a full day of content-rich sessions on the Future of Data, Open and Connected Data Platforms, Apache™ Spark at Scale, Streaming solutions, Cloud solutions, Business and Industry Transformations via a Big Data journey.

Upcoming Meetups:
Hands-on: Data Science at Scale with HAWQ and MADlib and Hadoop
  • Philadelphia, Dec 14@6pm EST RSVP

All Events

You can see all upcoming events here!

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 Meet Your Support Expert

Meet Aruna, a Designated Support Engineer (DSE) for Pivotal Business Critical Support.

I’m based at San Francisco Bay Area, California. I’m a DSE for Pivotal Cloud Foundry (PCF) and my number one priority is to ensure customer success. I follow up on my customer issues and get them to resolution. My role is to improve the customer experience, acting as a bridge between the customer, support and engineering.

I enjoy connecting with people and I bring various stakeholders to the table to make progress. I am also process oriented, geared towards improving efficiency in our day-to-day work. Everything happens very fast here at Pivotal and I love the challenge. PCF is a great platform, and I learn something new each day. We’re striving to make a difference in your experience with PCF!


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