"The update server could not be resolved" error when checking for Workstation updates

[Technogeezer]

This question has been asked frequently enough that it warrants its own thread.

Since approximately 01-Apr-2025 any attempt to check for updates within any Workstation version is met with the following error message:

"The update server could not be resolved."

This error message is caused by a change in Broadcom's policies. Broadcom is now requiring users to have a product entitlement (that is, a subscription) to access in-product updates. If a user doesn't have a subscription to a product, in-product updates for that product will not work. Broadcom made changes to the software update servers to enforce this new policy. 

The error message displayed when checking for updates is due to these changes to the software update servers. A statement by Broadcom confirms that the in-product update feature is no longer being provided for Workstation/Fusion users. Workstation and Fusio do not have subscription entitlements, so there's nothing to validate access against. 

The current workaround for users wishing to upgrade Workstation is to download installation media for 13.5.2 or later from Broadcom's support portal and run the installer to upgrade Workstation.

Since in-product update notification is no longer provided, to determine if there are new versions of Workstation, you can:

• Watch this forum for posts from other users that have discovered the existence of new Workstation versions, or
• Monitor the VMware Workstation release notes found at https://techdocs.broadcom.com/us/en/vmware-cis/desktop-hypervisors/workstation-pro/17-0/release-notes.html

Broadcom is aware of this issue, but has not stated when or if in-product upgrades will return to Workstation. A future update will likely be required if Broadcom decides to return in-product upgrades or provide in-product notification of new Workstation versions. 

Note that this new policy has also eliminated access to any Workstation version prior to 17.5.2. Unofficial workarounds that described how to access the software update infrastructure to obtain no-longer-supported Workstation versions no longer work. 

------------------------------
- Paul (technogeezer)
vExpert 2025
------------------------------

[robnicholsonmalt]

Thanks for this explanation. Did wonder why the notification icon bottom right had lit up.

[KMP]

What is the solution?  I downloaded Workstation Pro 17.6.3 from the portal after registering and still cannot get updates or vmware tools . 

[James Lin]

The VMware Workstation 17.6.3 install should already include the latest, supported versions of VMware Tools for Windows.  For Linux guests, you should be using open-vm-tools from your Linux distro's package manager.  For older, unsupported versions of Tools for other guest OS types, those can be manually downloaded from https://packages-prod.broadcom.com/tools/ .

[Scott Lutz]

This question has been asked frequently enough that it warrants its own thread.

But not frequently enough to warrant a fix. 

[James Lin]

Let's please keep posts productive.  However frustrated you are by this problem, I guarantee that my colleagues and I are orders of magnitude more frustrated by it.  We want this fixed as much as (and very likely more than) you do.

[Steven Iwanaga]

[James Lin]

I'm not sure what sarcasm you're referring to; there was no sarcasm in any of my posts.  This hasn't been fixed yet because this is a matter of Broadcom policy and is not a technical problem.

[Mikael Strom]

Hi,

It appears it is not possible to download any extra guest software, as any attempt to install guest software via "Virtual Machine | Install VMware Tools" result in the same dialog box:  "The update server could not be resolved. Check your Internet settings or contact your system administrator."

Not sure this was Broadcoms intention or not, but it sure is a major show stopper. Or am I missing something?

[James Lin]

See comment #4.

[Mikael Strom]

Thanks!

[RaSystemlord]

It's not a show-stopper. Just uninstall the old version and install new.

That is my preferred method for any complicated software in all cases.

[KMP]

Which new version? Already using Workstation 17.6

Kevin M Palmore

[James Lin]

The installer for VMware Workstation 17.6.3 available through the Broadcom support portal includes VMware Tools for supported Windows guests.  If you had previously upgraded from an older version of Workstation to 17.6 using its software update mechanism, the update might not have included VMware Tools.