{"id":11353,"date":"2024-11-12T14:26:40","date_gmt":"2024-11-12T19:26:40","guid":{"rendered":"https:\/\/carleton.ca\/scs\/?p=11353"},"modified":"2024-11-12T14:26:40","modified_gmt":"2024-11-12T19:26:40","slug":"prepare-a-virtualbox-support-request","status":"publish","type":"post","link":"https:\/\/carleton.ca\/scs\/2024\/prepare-a-virtualbox-support-request\/","title":{"rendered":"Prepare a VirtualBox Support Request"},"content":{"rendered":"<p>VirtualBox technical support is provided by the <strong>SCS Technical Staff<\/strong>.  In order to provide effective support, please include the following items in your email so that we have as much information as possible.<br \/>\n<span style=\"color:#ff0000\"><strong>WARNING:<\/strong><\/span> To be provided technical support, you must first:<\/p>\n<ol>\n<li>Have thoroughly reviewed the technical support articles found on our <a href=\"https:\/\/carleton.ca\/scs\/tech-support\/virtual-machines\/virtual-machine-technical-support\/\">Virtual Machine Technical Support<\/a> page.<\/li>\n<li>Followed these instructions for getting <a href=\"https:\/\/carleton.ca\/scs\/tech-support\/contact-the-scs-tech-staff\/contact-the-scs-tech-staff-students\/\">in-person support<\/a>, which includes first engaging with your <strong>TAs<\/strong> and <strong>Lab Coordinators<\/strong>, who are trained to help with many issues.<\/li>\n<\/ol>\n<h2 id=\"virtualbox-support-request\">VirtualBox Support Request Email<\/h2>\n<p>When you email the SCS Technical Staff to request VirtualBox technical support, you must include the following items in your email:<\/p>\n<ol>\n<li><strong>Course Code<\/strong> for your course, including the section number<br \/>\neg: <code><strong>COMP1405A<\/strong><\/code><\/li>\n<li><strong>Virtual Machine Name<\/strong> that you are experiencing issues with.  Ideally use the .ova file name from our Virtual Machine website if applicable.<br \/>\neg: <code><strong>COMP2401-F21.ova<\/strong><\/code><\/li>\n<li><strong>Description of the Problem<\/strong> including:\n<ul>\n<li><strong>General explanation of the problem<\/strong> &#8211; an overview of what you are trying to do and what is not working<\/li>\n<li><strong>Exact steps<\/strong> to reproducing the problem so we can attempt to reproduce it as well<\/li>\n<li>List any <strong>error messages or error codes<\/strong><\/li>\n<li>Provide <strong>screen captures or photos<\/strong> of any errors or other problems, where possible<\/li>\n<\/ul>\n<li><strong>Names of the people (TAs, Lab Coordinators, and\/or Instructors)<\/strong> that you worked with so far on this technical issue<br \/>\neg: <code><strong>TA 1: John Doe; TA 2: Jane Doe; Lab Coordinator: Jon Smith<\/strong><\/code><\/li>\n<li><strong>Device information<\/strong> of your computer including the model and the operating system version<br \/>\neg: <code><strong>HP Omen Laptop (16-b0018ca); Windows 10<\/strong><\/code><br \/>\neg: <code><strong>Apple MacBook Pro (2020) Intel i5; macOS Big Sur<\/strong><\/code><br \/>\neg: <code><strong>Dell XPS 13 9310; Ubuntu 20.04<\/strong><\/code>\n<\/li>\n<li><strong>VirtualBox version number and VirtualBox Extension Pack number<\/strong><br \/>\neg: <code><strong>VirtualBox 6.1.26; Oracle VM VirtualBox Extension Pack 6.1.26<\/strong><\/code><\/li>\n<li>The <strong>Virtual Machine&#8217;s two (2) log files<\/strong> for the Virtual Machine that you are trying to use.  These are found in the Virtual Machine&#8217;s <strong>Logs<\/strong> folder and will be called <code><strong>VBox.log<\/strong><\/code> and <code><strong>VBoxHardening.log<\/strong><\/code>.  <strong>Attach<\/strong> these log files to your email.<\/li>\n<\/ol>\n<p><div class=\"slideme\"><dl class=\"slideme__list\"><dt class=\"slideme__term\"><a href=\"#slideme-how-to-find-the-virtualbox-version-number\" aria-expanded=\"false\" aria-controls=\"slideme-how-to-find-the-virtualbox-version-number\" class=\"slideme__heading slideme__trigger\">How to Find the VirtualBox version number<\/a><\/dt><dd class=\"slideme__description\" id=\"slideme-how-to-find-the-virtualbox-version-number\" aria-hidden=\"true\"><p><br \/>\nGo into <strong>About VirtualBox<\/strong> in the <em>Menu<\/em> to see the version number.<br \/>\n<em>Found in the VirtualBox <strong>Help<\/strong> menu on Window 10 or the <strong>VirtualBox<\/strong> App menu on macOS<\/em><br \/>\n<\/p><\/dd><dl><\/div><br \/>\n<div class=\"slideme\"><dl class=\"slideme__list\"><dt class=\"slideme__term\"><a href=\"#slideme-how-to-find-the-virtualbox-extension-pack-version-number\" aria-expanded=\"false\" aria-controls=\"slideme-how-to-find-the-virtualbox-extension-pack-version-number\" class=\"slideme__heading slideme__trigger\">How to Find the VirtualBox Extension Pack version number<\/a><\/dt><dd class=\"slideme__description\" id=\"slideme-how-to-find-the-virtualbox-extension-pack-version-number\" aria-hidden=\"true\"><p><\/p>\n<ol>\n<li>Go into the VirtualBox <strong>Preferences<\/strong> window.<br \/>\n<em>Found in <strong><code>File -> Preferences<\/code><\/strong> in Windows 10 or <strong><code>VirtualBox -> Preferences<\/code><\/strong> macOS<\/em>\n<\/li>\n<li>In the <strong>Preferences<\/strong> window, click on the <strong>Extensions<\/strong> tab (indicated by the <span style=\"color:#ff0000;font-weight:bold\">Red Box<\/span> in the image below)<br \/>\n<em>NOTE: The window layout will be slightly different between Windows, macOS and Linux<\/em><br \/>\n<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-preferences-extensions-oracleextensionpack.png\" alt=\"\" width=\"524\" height=\"358\" class=\"alignnone size-full wp-image-11364\" srcset=\"https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-preferences-extensions-oracleextensionpack.png 524w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-preferences-extensions-oracleextensionpack-240x164.png 240w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-preferences-extensions-oracleextensionpack-400x273.png 400w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-preferences-extensions-oracleextensionpack-160x109.png 160w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-preferences-extensions-oracleextensionpack-360x246.png 360w\" sizes=\"(max-width: 524px) 100vw, 524px\" \/>\n<\/li>\n<li>Record the <code>Oracle VM VirtualBox Extension Pack<\/code> version number as indicated in the <span style=\"color:#00b404;font-weight:bold\">Green Box<\/span> in the image above<br \/>\n<strong>NOTE:<\/strong> If the Extension Pack is missing, you missed a step in the VirtualBox installation!  Refer again to our <a href=\"https:\/\/carleton.ca\/scs\/2021\/install-virtualbox\/\">Installing VirtualBox Instructions<\/a><\/li>\n<\/ol>\n<p><\/p><\/dd><dl><\/div><br \/>\n<div class=\"slideme\"><dl class=\"slideme__list\"><dt class=\"slideme__term\"><a href=\"#slideme-where-to-find-the-virtualbox-virtual-machines-log-files\" aria-expanded=\"false\" aria-controls=\"slideme-where-to-find-the-virtualbox-virtual-machines-log-files\" class=\"slideme__heading slideme__trigger\">Where to Find the VirtualBox Virtual Machine's Log Files<\/a><\/dt><dd class=\"slideme__description\" id=\"slideme-where-to-find-the-virtualbox-virtual-machines-log-files\" aria-hidden=\"true\"><p><\/p>\n<ol>\n<li>Go into the VirtualBox <strong>Preferences<\/strong> window.<br \/>\n<em>Found in <strong><code>File -> Preferences<\/code><\/strong> in Windows 10 or <strong><code>VirtualBox -> Preferences<\/code><\/strong> macOS<\/em><\/li>\n<li>In the <strong>Preferences<\/strong> window, click on the <strong>General<\/strong> tab (indicated by the <span style=\"color:#ff0000;font-weight:bold\">Red Box<\/span> in the image below)<br \/>\n<em>NOTE: The window layout will be slightly different between Windows, macOS and Linux<\/em><br \/>\n<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-preferences-general.png\" alt=\"\" width=\"526\" height=\"360\" class=\"alignnone size-full wp-image-11363\" srcset=\"https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-preferences-general.png 526w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-preferences-general-240x164.png 240w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-preferences-general-400x274.png 400w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-preferences-general-160x110.png 160w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-preferences-general-360x246.png 360w\" sizes=\"(max-width: 526px) 100vw, 526px\" \/><\/li>\n<li>Record the <code>Default Machine Folder<\/code> as indicated in the <span style=\"color:#00b404;font-weight:bold\">Green Box<\/span> in the image above.<br \/>\nIn the example above, the Default Machine Folder is <code><strong>D:\\VirtualMachines<\/strong><\/code><br \/>\n<em>This folder path will vary depending on your operating system and depending on how you installed VirtualBox<\/em>\n<\/li>\n<li>Use a file explorer tool (Windows Explorer, macOS Finder, etc) to browse to that folder location.  In there, you will see a folder with the same name as each of the Virtual Machines that you have setup. (see the below image for an example):<br \/>\n<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-vmfolder.png\" alt=\"\" width=\"479\" height=\"187\" class=\"alignnone size-full wp-image-11369\" srcset=\"https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-vmfolder.png 479w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-vmfolder-240x94.png 240w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-vmfolder-400x156.png 400w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-vmfolder-160x62.png 160w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-vmfolder-360x141.png 360w\" sizes=\"(max-width: 479px) 100vw, 479px\" \/>\n<\/li>\n<li>Go into the folder for the Virtual Machine you are trying to use, and you should see a <strong><code>Logs<\/code><\/strong> folder.  Inside that <strong><code>Logs<\/code><\/strong> folder you should see the <strong>two (2) critical log files<\/strong>, highlighted by the <span style=\"color:#ff0000;font-weight:bold\">Red Boxes<\/span> in the image below.<br \/>\n<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-vmfolder-logs.png\" alt=\"\" width=\"617\" height=\"105\" class=\"alignnone size-full wp-image-11370\" srcset=\"https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-vmfolder-logs.png 617w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-vmfolder-logs-240x41.png 240w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-vmfolder-logs-400x68.png 400w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-vmfolder-logs-160x27.png 160w, https:\/\/carleton.ca\/scs\/wp-content\/uploads\/virtualbox-vmfolder-logs-360x61.png 360w\" sizes=\"(max-width: 617px) 100vw, 617px\" \/>\n<\/li>\n<li>There may be older versions of the files (usually with extra numbers appended to the file name).  You only need to get the indicated files: <code><strong>VBox.log<\/strong><\/code> and <code><strong>VBoxHardening.log<\/strong><\/code><\/li>\n<li>Attach the <code><strong>VBox.log<\/strong><\/code> and <code><strong>VBoxHardening.log<\/strong><\/code> log files to your VirtualBox support request email<\/li>\n<\/ol>\n<p><\/p><\/dd><dl><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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: Have thoroughly reviewed the technical support articles found on our Virtual Machine Technical [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","_mi_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[59],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Prepare a VirtualBox Support Request - School of Computer Science<\/title>\n<meta name=\"description\" content=\"VirtualBox technical support is provided by the SCS Technical Staff. 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