As a customer, which FTP servers and services can I use to upload evidence to Symantec Technical Support?

Article:TECH66995  |  Created: 2009-01-22  |  Updated: 2014-02-06  |  Article URL http://www.symantec.com/docs/TECH66995
Article Type
Technical Solution


Subject

Issue



As a customer, which FTP servers and services would I use to upload evidence to Symantec Technical Support?


Solution



FTP Server Information

Below are the FTP servers to which evidence can be submitted. The USA FTP server listed below is predominantly used, but other servers are available at other international locations. For larger files (1Gb or larger), please choose the closest FTP site to your network location. If in doubt, please discuss with the assigned Technical Support Engineer.

Note: if using a FTP GUI client, "permission denied" errors may be encountered. Just simply press "ok" and copy files to the directory. The reason for the errors is that the client is trying to list current files in the /incoming or /upload directory.

ftp.entsupport.symantec.com (Tucson, AZ)

Full path: ftp.entsupport.symantec.com/pub/support/incoming

Customer Username: iosupport

Password: DPdn+w6tk5v.FTka

Full path: ftp.entsupport.symantec.com*/

SFTP Customer Username: csupport

SFTP Customer Password: J_oCoH-E3yGrWq1a

ftp.veritas.com (Tucson, AZ)

Full path: ftp.veritas.com/incoming

FTP Customer Username: iosupport

FTP Password: d4VWCs.pir-6JLEo

Full path: ftp.veritas.com/csupport/upload

SFTP Customer Username: csupport

SFTP Customer Password: Uwk_LN2vax8Q+Pjc

ftpemea.symantec.com (Wynyard, UK)

Customer Username: iosupport

Password: Qx8tN-YNX4NCkb+Y

SFTP Customer Username: csupport

SFTP Customer Password:  EuR-Y49_79U+Mp6m

Note: Recommended for files < 2GB

ftpbigfilesemea.symantec.com (Reading, UK)

Customer Username: iosupport

Password: Ek_jn7pNsTyG3E.B

Note: Recommended for files > 2GB.

supportftp.symantec.com (Springfield, OR)

Please refer to your Technical Support Representative to obtain the password.

Note: The “iosupport” user does not have LIST access, and cannot use the "dir" command to list directory contents.

Alternative Methods of Transferring Data:

In addition to FTP sites, there are other services for transferring files to Symantec Technical Support Engineers:  

MySupport file upload. Access via the link below (an existing case id is required): 
https://mysupport.symantec.com

Webex remote desktop facility (file transfer utility)

Fileshare secure area (ask your support representative for details about the link below): https://fileshare.symantec.com

E-mail – please include the reference number in the BODY of the email (ask your support representative for details)

  • Maximum size of a single file attachment: 5 MB
  • Total maximum size of file attachments: 10 MB

Verifying data sent
For all files being transferred, please calculate, at source, a checksum using cksum on Unix or fciv on windows. See the link for further details on fciv:
http://support.microsoft.com/kb/841290.

Please be sure to provide the following details to your support representative: 

 

·         Case number

·         Ftp site or service used

·         Reason for uploading files

·         Special unpacking instructions, if, not obvious, from filename ending

·         Filenames and checksums

 

FileZilla SFTP Instructions

1)     Open the FileZilla client.

2)     Enter the following information:

a.     Host: ftp.veritas.com

b.    Username: csupport

c.     Password: enter current password

d.    Port: 22

e.     Click Quickconnect

3)     Click OK if prompted to trust this host.

4)     Click Transfer from File Menu

5)     Click Manual Transfer or Ctrl+M

6)     Enter the following information:

a.     Transfer direction: Upload

b.    Local file: Browse to the file you want to upload.

c.     Remote file

                                          i.    Remote Path: /upload

                                         ii.    File: Enter file name (this should match the file name in the Local file field.

d.    Check Start transfer immediately

e.     Server: Use server currently connected to

f.     Data type: Binary

g.    Click OK

7)     Verify Successful transfers (1) (bottom of window)


Attachments

FileZilla Client SFTP Upload Instructions
FileZilla Client SFTP Upload Instructions.docx (323 kBytes)



Article URL http://www.symantec.com/docs/TECH66995


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