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: 2014-07-28  |  Article URL http://www.symantec.com/docs/TECH66995
Article Type
Technical Solution


Subject

Issue



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


Solution



FTP Server Information & User Restrictions
Please contact Technical Support to identify which FTP server would be best suited for your location. Your Service Representative will be able to provide you with the credentials to the appropriate FTP server once a ticket is opened.
 
Before uploading your evidence, please review the following notes:
 
  1. Upload your data to the exact location provided by the Engineer
  2. Once your data is uploaded, notify the Engineer and include:
    1. Your case #
    2. The exact path and filenames uploaded
    3. If you have specific reasons for uploading certain files (beyond the representative requesting them) please include those
    4. Special unpacking instructions (if not obvious from file type or extension)
    5. Checksums if appropriate (see ‘Verifying data sent’ below)
  3. If you are using a FTP GUI client, you will get a "permission denied" or "LIST command disabled" error message. This is expected behavior as we do not allow these accounts to view the content on the FTP servers, only upload data to it. If prompted, press "ok" and continue copying the files as directed.
  4. Security changes to these FTP accounts require that you use a command line or FTP GUI client. You will not be able to use these accounts in a web browser.
 
Verifying data sent:
 
For additional security, you may calculate, at the source, a checksum using cksum on Unix or fciv on Windows. See the following link for further details on fcivhttp://support.microsoft.com/kb/841290.
 
Alternative Methods of Transferring Data:
 
In addition to FTP sites, there are other services for transferring files to Symantec Technical Support Engineers. Please notify your Service Representative if you would prefer to use one of the following options.
 
For sensitive customer information, try FileShare, a secure document exchange.
Note: File size limit of ~100 MB
 
WebEx –
WebEx has a secure 'Transfer Files' feature.
 
Email – 
Allowed: Files smaller than 5MB individually and 10MB total cumulative attachment size per email, customer evidence (logs, product or memory dumps, ETC)
Not allowed: Files greater than 10MB, internal or confidential documents, un-encrypted sensitive customer information, virus submissions
 
SalesForce \ MySymantec (https://my.symantec.com 
Allowed: Files less than 25MB, customer evidence (logs, product or memory dumps, ETC)
Not allowed: Files greater than 25MB, internal or confidential documents, un-encrypted sensitive customer information, virus submissions
 
 
Note: Virus Submissions should never be sent to Symantec by any method besides our secure Web Submission Tool, which can be found at the following link: http://www.symantec.com/security_response/submitsamples.jsp
 
 

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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