Uploading files for SUSE Support

This document (000019922) is provided subject to the disclaimer at the end of this document.

Environment

All SUSE Products
SUSE Service requests

Situation

A SUSE Support Engineer has asked to upload a file or several files to help resolve the support request.

Resolution

A) If the individual file or files are smaller than 5GB - then you may upload the files to SCC (SUSE Customer Center) or you may upload the files to the anonymous FTP server

B) If any individual file is larger than 5GB then you should upload the files to the FTP server.

Instructions for both methods are detailed below:

To upload the files via HTTPS to the SCC (SUSE Customer Center) from a desktop
  1. Login to the SCC site then click on the 'Support' tab under 'My Tools'.
  2. Then select the case that needs to be updated. In the case 'Activities' section you should see 'Attach a file' below 'Add a message'
  3. Click the 'Browse' button and select the file from a location on your desktop. Please include a basic file description in the 'Add a message' field.
  4. Click 'Send' to upload the file to the case.

To upload the files via Secure FTP (FTPS)

Use an FTP client to login to the anonymous FTPS Server geographically closest to you with this username and password:

user: anonymous
password: <your email address or case number>
 
FTPS Servers:
FTPS EMEAftps://support-ftp.emea.suse.com/incoming/
FTPS USftps://support-ftp.us.suse.com/incoming/

Note: The files you upload will only be visible to SUSE Support. For more information about anonymous FTP, please see this article from the Internet Engineering Taskforce: https://tools.ietf.org/html/rfc1635

Please update the relevant case saying that you have uploaded the files, their filenames, and ideally an md5 checksum of the files for possible verification of file integrity if uploading by FTP.

Additional Information

Please make sure that your network allows outbound traffic from the host from which you are uploading the files.

Due to local networking or other constraints there may be difficulty completing uploads of large files. If a file upload of a large file is interrupted, what may help is splitting the large file with the split command and sending each chunk individually.

For example:
# split -b 1G <large file>
will split the file into several smaller chunks of one Gigabyte in size. More information about split can be found in it's man page: man split

To produce an md5 checksum of a file run the following command:
# md5 <file>
An md5 checksum is a unique file hash based on the contents of a file that allows us to verify that we're looking at the same file.

Disclaimer

This Support Knowledgebase provides a valuable tool for SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.

  • Document ID:000019922
  • Creation Date: 19-Mar-2021
  • Modified Date:02-Jul-2021
    • SUSE Linux Enterprise Server

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