VirtualBox technical support is provided by the SCS Technical Staff. In order to provide effective support, please include the following items in your email so that we have as much information as possible.
WARNING: To be provided technical support, you must first:

  1. Have thoroughly reviewed the technical support articles found on our Virtual Machine Technical Support page.
  2. Followed these instructions for getting in-person support, which includes first engaging with your TAs and Lab Coordinators, who are trained to help with many issues.

VirtualBox Support Request Email

When you email the SCS Technical Staff to request VirtualBox technical support, you must include the following items in your email:

  1. Course Code for your course, including the section number
    eg: COMP1405A
  2. Virtual Machine Name that you are experiencing issues with. Ideally use the .ova file name from our Virtual Machine website if applicable.
    eg: COMP2401-F21.ova
  3. Description of the Problem including:
    • General explanation of the problem – an overview of what you are trying to do and what is not working
    • Exact steps to reproducing the problem so we can attempt to reproduce it as well
    • List any error messages or error codes
    • Provide screen captures or photos of any errors or other problems, where possible
  4. Names of the people (TAs, Lab Coordinators, and/or Instructors) that you worked with so far on this technical issue
    eg: TA 1: John Doe; TA 2: Jane Doe; Lab Coordinator: Jon Smith
  5. Device information of your computer including the model and the operating system version
    eg: HP Omen Laptop (16-b0018ca); Windows 10
    eg: Apple MacBook Pro (2020) Intel i5; macOS Big Sur
    eg: Dell XPS 13 9310; Ubuntu 20.04
  6. VirtualBox version number and VirtualBox Extension Pack number
    eg: VirtualBox 6.1.26; Oracle VM VirtualBox Extension Pack 6.1.26
  7. The Virtual Machine’s two (2) log files for the Virtual Machine that you are trying to use. These are found in the Virtual Machine’s Logs folder and will be called VBox.log and VBoxHardening.log. Attach these log files to your email.