Uploading files for SUSE Support

All SUSE Products
SUSE Support Cases

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

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 FTP

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

user: anonymous
password: <your email address or case number>
 

FTP servers:

FTP EMEA	support-ftp.emea.suse.com/incoming/
FTP US	support-ftp.us.suse.com/incoming/

It is possible to connect to the FTP servers via:
- plain FTP on port 21 - not secure, not recommended
- explicit FTP over TLS (FTPES) on port 21 - secure, recommended

Connecting via implicit FTP over TLS (FTPS) on port 990 is not supported.

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 add the case number to filenames if uploading files via FTP (this is especially important in case of crash dump files or hb_report; a supportconfig file might already have the case number in its filename).

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.

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 (note the ending dot, it is not a mistake but a separator):

# split -b 1G <large file> <prefix_out_filename>.

# a real example

# split -b 1G vmcore case12345678-vmcore.

will split the file 'vmcore' into several smaller chunks of one Gigabyte in size with output filename based on prefix 'case12345678-vmcore.' , that is, in this example with prefix 'case12345678.', then it will result in multiple files named 'case12345678.aa', 'case12345678.ab' etc... Please, if possible, try to ensure the output split files are unique. More information about split can be found in its man page: man split

It is very recommended to produce an MD5 checksum of the original file; run the following command (note that on non-Linux systems, if download to a user workstation, it could be 'md5' command instead):

# md5sum <large file>

# a real example

# md5sum vmcore

An MD5 checksum is a unique per file hash based on the contents of the file that allows us to verify that we're looking at the same file.