vCloud Director Frequently Asked Questions

Do you have questions about using your vCloud environment? Check out some of our FAQs below, and if you are not seeing your question, please contact our Technical Support Team.


Is there a user's guide for vCloud Director?

VMware provides a User Guide for vCloud Director version 5.5.

You can also take a look at the Performance and Best Practices Guide for vCloud Director version 5.1. 


What browsers are supported by the vCloud interface?

The vCloud Director interface and remote console plugin are currently supported on Internet Explorer 10+, Firefox, and Chrome. If you are using Internet Explorer 10+, we recommend turning on compatibility mode.

In addition to browser compatibility, the following plugins are required:

Adobe Flash Player version 10.2 or later (32-bit)
Java Runtime Environment (JRE) 1.6.0 Update 10 or later (32-bit)

Or, you may also reference VMware's official version matrix. 


How do I get the VM remote console to release my mouse and keyboard?

You can release your keyboard and mouse by pressing CTRL + ALT on your keyboard.


How do I connect to my virtual machine's console through Internet Explorer?

If you are having issues accessing the remote console in Internet explorer, you may need to disable Protected Mode. 

To do this:

1. In Internet Explorer select Tools > Internet Options
2. Click the Security tab
3. Uncheck the box labeled "Enable Protected Mode"
4. Click Apply
5. Acknowledge the pop-up warning and close out of the menu.
6. Re-launch Internet Explorer and try to connect to your virtual machine.

If you are still having issues or need further assistance please let us know by submitting a support ticket.


What is the password of my newly deployed template?

If your virtual machine was created from a template, Guest Customization likely randomized the administrator or root password for you.  You can view the newly generated password by right-clicking on the VM > clicking Properties > and clicking the Guest OS Customization tab. Your password will be listed under the Password Reset section. 

You also have the ability to type in a specific password on this screen and the customization process will set it accordingly, or you may disable this feature and change the password manually from within the operating system.


I’m getting an error that says I’ve exceed my storage quota, I thought I had unlimited storage?

As a Pay-As-You-Go model customer you are entitled to theoretically unlimited storage. However, your environment is still configured with storage limits at the Virtual Datacenter level.  We put these restrictions in place so that storage use by a single environment cannot affect another environment before Green House staff has a chance to react.

If you need your storage quotas increased, just send an email into support(a) and we’ll be happy to increase your limits.


Why do I experience connectivity and performance issues with a "Flexible" network adapter?

Our support team has identified an issue affecting the connectivity of VMs running with a “Flexible” network adapter. We have noticed that VMs with this network adapter type can see loss of connectivity and performance during upgrades.

We recommend that virtual machines set to the “Flexible” network adapter type be removed completely and replaced with either the “E1000” adapter or a “VMXNET3” adapter. A complete list and description of the network adapters can be found here.  This change can be made under the “Hardware” tab of your virtual machine’s properties.


What is Guest Customization?

Guest Customization is a scripted process that changes certain features on your virtual machine such as the root/administrator password, SID, IP address, and hostname.  It’s also required for certain virtual hardware changes to the machine.

This process is run automatically when a machine is deployed from a template and powered on for the first time to avoid duplicate MAC addresses, IP addresses, and hostnames on a network. 

Guest Customization requires VMware tools to be installed before it’s enabled, and we recommend enabling it on all virtual machines.  It can be enabled from the “Guest Customization” tab on the virtual machine’s properties screen.

Please note:  Changing the SID of a Windows machine that is already the member of a Windows domain will break the domain relationship and require the machine to be re-joined.  On a domain controller, this operation could destroy the entire domain.  For this reason we highly recommend you uncheck the “Change SID” option on the Guest Customization screen unless you have a need for it.


I’m having problems logging into my cloud environment. WHat do i do?

Review the URL to ensure that your organization name is displayed at the end of the address. i.e.

If you are still experiencing issues, contact the Green House Data Technical Support team through email at support(a), or by calling 866.995.3282 and we’ll be happy to assist you.

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