Cannot download ESXi 8 even though I have an approved, current entitlement

[cdsc2020]

Hi,

We recently purchased VMWare vSphere Foundation 8.  I logged into our account, setup the entitlement, and received an approved email so the entitlement is active and validated.

Even so, I cannot download ESXi 8 (or any other software we are entitled to).  When I click on the download icon, I see the message "not entitled".  I have tried to use the chat for support, but it never goes anywhere.  I have logged in a support ticket five days ago and haven't heard anything.  

Is anyone able to download software your company has entitlement for?

Is anyone hearing back from support?

I contacted a colleague who has had an approved entitlement since the beginning of the year, has contacted support, and is not having any success with being able to download software.  

We are trying to remediate the lasted ESXi and vCenter vulnerabilities.

Thanks.

Attachment(s)

2024-09-09_10-12-00.pdf   64 KB 1 version

[umarzuki]

Maybe you could contact your supplier that you purchased the licenses with and make sure they escalate. Vmware support does not behaving like this before.

[cdsc2020]

Thanks for the suggestion.  This was going to be my next move; however, thanks to some replies within this community, I have been able to download the software.  The biggest problem is that it is not obvious where you start to get to the software you are entitled to.  If at the start it would show the entitlement icon on which software you should select, it would be extremely helpful.  Even so, I had previously clicked on many options I thought would lead to where I needed to end up.

[pcgeek2009]

Agreed. It is not very intuitive and takes some getting used to. 

[cdsc2020]

Thanks for your help and for providing the screen shots.  The information you provided along with a previous response resolved my issued.  Greatly appreciated.

[StephenMoll]

My guess is that you might be drilling down through "My Downloads" via the wrong route.

Starting at "My Downloads - VMware Cloud Foundation", second page of products, and click "VMware vSphere"

On the "VMware vSphere" download page, you will see a list of product options, starting with "VMware vSphere - vSphere Scale-Out" down to "Extended Support". Those that have actual entitlement will have a small grey rosette icon to the right of them. I for example have entitlement to "VMware vSphere - Standard" and "VMware vSphere - Enterprise Plus".  If I drill down to ESXi downloads via any other than those two options, I get the same "Not Entitled" error. If I click one of them the releases list will have the same grey rosette to the left of releases I am entitled to, clicking one those and then opening group and then selecting ESXi ISO. Hovering over the download icon now shows the same red warning circle, but it says "HTTPS Download" instead of "Not Entitled". Checking the "I agree to Terms and Conditions" will remove the red warning and the hover will simply pop-up "HTTPS Download". Now the download link will work.

[cdsc2020]

Thanks for the response.  The information you provided was very helpful.  For us, I had to click on VMWare vSphere which is on the second page under MyDownloads. This led me to VMWare vSphere - Enterprise Plus that shows the entitlement icon next to it.  I am positive that I can clicked through this before after receiving the approval email and the entitlement icon was not there.  Maybe it takes a few more days for it show up.  Regardless, now I can see and download the ISO.  Of course, do not forget to click on the agreement to the terms and conditions first.

For vCenter, I have to click on VMware vCenter Server.

[pcgeek2009]

So, if this icon is beside the product, you are showing entitlement. You may need to make sure you are on the product that shows it. 

The other thing I have noticed is that unless you check this box, which may be on a previous screen, you will get that message even with entitlement.