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Installing and upgrading VMware Tools fails with the error: An error occurred while trying to access image file /usr/lib/vmware/isoimages/ (1037405)

Last Updated: 3/21/2024Categories: TroubleshootingTotal Views: 27403Language:
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Learn how VMware Skyline Advisor and Skyline Health Diagnostics work together to provide proactive intelligence and self-service log analysis.

Use Skyline Advisor to avoid issues before they occur across VCF, vSphere, vSAN, NSX, vROps & Horizon. Skyline Findings are based on top KBs, VMSAs/CVEs and design best practices.

Use Skyline Health Diagnostics to root cause vSphere & vSAN logs when an issue occurs. Skyline Health Diagnostic Findings are based on top KBs and VMSA/CVEs. You can use the Skyline Health Diagnostics tool in online or offline mode.

If you require additional help from technical support, please use Skyline Advisor to initiate a Log Assist to reduce time to upload logs. TSEs can also initiate logs to reduce effort.

Symptoms

Installing and upgrading VMware Tools fails with an error similar to:

Unable to install VMware Tools. An error occurred while trying to access image file /usr/lib/vmware/isoimages/linux.iso needed to install VMware Tools: No such file or directory. If your product shipped with the VMware Tools package, reinstall VMware ESX, then try again to install the VMware Tools package in the virtual machine.

Purpose

When Installing and upgrading VMware Tools fails, ensure to use a supported guest operating system to resolve this issue.

Cause

This issue occurs if your guest operating system is unsupported.

Impact / Risks

You cannot install or upgrade VMware Tools.

Resolution

To resolve this issue, ensure to use a supported guest operating system.

In ESXi, the /usr/lib/vmware/isoimages is a symbolic link to /productLocker, which in turn is a symbolic link to a missing directory.

To verify and resolve this issue, recreate the symbolic link:

Connect to the ESXi host with an SSH session and root credentials.

Run this command to verify the symbolic link:

ls -la /usr/lib/vmware/isoimages/

You see output similar to:

ls: /usr/lib/vmware/isoimages/: No such file or directory

Run these commands to remove the invalid link:

cd /

mv locker /tmp

Run this command to find the datastore that contains the locker:

find . -iname vmtools

Example: find / -iname vmtools

/vmfs/volumes/5643b20b-d47f08bb-8b7e-a0369f7b334c/packages/6.0.0/vmtools

/vmfs/volumes/5643b20b-d47f08bb-8b7e-a0369f7b334c/packages/6.0.0/

In the vSphere Client\vSphere Web Client, navigate to ESXi host > Configuration > Advanced Settings > UserVars.

Enter the /vmfs/volumes/datastore/packages/esxi_version/ in UserVars.ProductLockerLocation and press OK.

Reboot the ESXi host to update the new value of UserVars.ProductLockerLocation or put the host in maintenance mode . For ESXi 6.5 or later, see note section.

Perform below steps to manually set up /productLocker symlink by removing /productLocker link and recreating /productLocker

a. Run this command to put the host in maintenance mode:
# esxcli system maintenanceMode set --enable true

b. rm /productLocker

c. ln -s /vmfs/volumes/<volumeName>/<extracted directory> /productLocker

Example:   5.5 /locker/packages/5.5.0/
6.0 /locker/packages/6.0.0/
6.5 /locker/packages/6.5.0/
6.7 /locker/packages/vmtoolsRepo/
7.0 /locker/packages/vmtoolsRepo/

D. reconfirm the symlink Run this command
#find / -iname vmtools

E. To exit the host from maintenance mode:
#esxcli system maintenanceMode set --enable false

Note: If the host is running with ESXi 6.5 up to the version before 6.5U1, not putting the host in maintenance mode may lead to VM crashes due to the host security policy when VMs try to access the new /productLocker link.

ESXi 6.5 Update 1 provides a tool 'updateProductLockerPolicy' to avoid the need for putting host in maintenance mode. It can be used as in the steps below:

a. Run this command to get existing /productLocker symlink target known to ESXi kernel:

secpolicytools -d | grep $(basename $(readlink /productLocker)) | cut -d' ' -f2 | head -n 1

b. rm /productLocker

c. ln -s /vmfs/volumes/<volumeName>/<extracted directory> /productLocker

d. updateProductLockerPolicy <old-symlink-target-from-command-above> /vmfs/volumes/<volumeName>/<extracted directory>

If ISO images are missing from /usr/lib/vmware/isoimages, collect vm-support files and send to VMware for analysis.

NOTE: 6.5 U1 and later ESXi does not require a reboot as the changes take immediately.

For more information, see Collecting diagnostic information for VMware products (1008524), Uploading diagnostic information to VMware (1008525), and How to Submit a Support Request.

Related Information

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Collecting diagnostic information for VMware products
Uploading diagnostic information for VMware
安装和升级 VMware Tools 时失败并出现错误：尝试访问映像文件 /usr/lib/vmware/isoimages/ 时出错 (An error occurred while trying to access image file /usr/lib/vmware/isoimages/)
VMware Tools のインストールとアップグレードが次のエラーで失敗する：イメージ ファイル /usr/lib/vmware/isoimages/ にアクセスしようとしたときにエラーが発生しました (An error occurred while trying to access image file /usr/lib/vmware/isoimages/)
Falha ao instalar e atualizar o VMware Tools com o erro: An error occurred while trying to access image file /usr/lib/vmware/isoimages/

Detectable by VMware SkylineTM

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End Of General Availability of the Free vSphere Hypervisor (ESXi 7.x and 8.x) (2107518)

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Download and Install VMware Fusion (2014097)

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