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: 2014-07-02  |  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 & User Restrictions

Below are the FTP servers to which evidence can be submitted. Please review the following notes and restrictions that apply to these FTP servers.

 

  1. Security changes to these FTP accounts requires that you use a command line or FTP GUI client, you will not be able to use these accounts in a web browser.
  2. These accounts do not have 'LIST' access, and cannot use the "dir" command to list directory contents.
  3. When using a FTP GUI client, you may get "permission denied" errors. Simply press "ok" and proceed with copying your evidence to the directory requested by the assigned Technical Support Engineer. These errors are caused by the FTP GUI client's attempt to automatically 'LIST' the directory structure, which is restricted.
  4. 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.

 

 

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

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

Customer Username: iosupport

Password: QAcLAEHTsW-Ys9EH5+

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

SFTP Customer Username: csupport

SFTP Customer Password: rpDCga6Vv3_k4AgN

 

ftp.veritas.com (Tucson, AZ)

Full path: ftp.veritas.com/incoming

FTP Customer Username: iosupport

FTP Password: xLmBqd-8x+jdEyRg

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

SFTP Customer Username: csupport

SFTP Customer Password: EPkKUs-Yq4i7zCHi

 

ftpemea.symantec.com (Wynyard, UK)

Full path: ftpemea.symantec.com/pub/incoming/

Customer Username: iosupport

Password: q-QrG+g2h39a_6Oz 

SFTP Customer Username: csupport

SFTP Customer Password:  T5Hhm@saoh4$srg1

Note: In EMEA or APJ, this server is recommended for files smaller than 2GB

 

ftpbigfilesemea.symantec.com (Reading, UK)

Customer Username: iosupport

Password: UWsN.ReATV83_jMN

Note: In EMEA or APJ, this server is recommended for files larger than 2GB 

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


Terms of use for this information are found in Legal Notices