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Uploading large files to the FTP site for vFabric/SpringSource support (1037333)

Symptoms

  • Unable to upload attachments via the VMware support portal.
  • Attachments via email are too large or are screened out by security software

Purpose

VMware recommends that you provide as much information as possible when submitting a support case. However, you may encounter difficulty with attachments in either email or on the portal. In this case, you can upload the files to the VMware FTP site. This article provides the steps to do so.

Resolution

VMware Technical Support has an FTP server where you can upload the diagnostic data for Support Requests. For simplicity, VMware recommends that you create a single archive file with all the information before uploading it.

Note: Where you see YOUR SR NUMBER in this procedure, use the Support Request number provided to you when the Support Request was created.

To upload a file to the FTP server from the command line shell:

  1. Open a terminal window to a command line shell.

    • In Windows, click Start > Run, type cmd, and click OK.
    • In Mac OS, click Applications > Utilities > Terminal.
    • In Linux, from your X session, run the command /usr/bin/xterm or open your preferred terminal emulation application.

  2. From the command line shell, run the command:

    ftp ftpsite.vmware.com

  3. When prompted, enter inbound for the username and password

    Note
    : The password is not echoed on the screen. Authenticating using this username and password allows you to upload files to the site. You cannot delete, move, rename, or modify any files, including the files you upload.

  4. Configure your client:

    • Enable binary mode in the FTP client with the bin command. Some clients default to bin mode, but most require this command; otherwise, your binary uploads (e.g. zip or tar.gz archives) will probably be corrupted.
    • Disable passive mode in the FTP client. Many clients disable passive mode by default, but if you find that your upload fails or hangs forever, you likely need to do this. For Mac OS, run epsv to disable the passive mode. Other FTP clients may instead use passive off or pasv commands to disable the passive mode.

  5. Run this command to create a remote directory on the FTP site for uploading your archive file(s) that contains the diagnostic information:

    mkdir YOUR SR NUMBER

  6. Run this command to change directory to YOUR SR NUMBER:

    cd YOUR SR NUMBER

  7. Run this command to change the local directory to the folder that contains the files you want to upload:

    lcd FULL LOCAL PATH

    Notes:

    • If the full path is not specified, the path from where you run ftp is taken as the default path.
    • In Windows, this step is optional. The full path can be specified in the next step, during the file transfer. If your path includes spaces, ensure to enclose the entire path within quotation marks.
    • In Mac OS and Linux, you must use the lcd command to navigate to the directory in which the files are saved in your system. If your path includes spaces, ensure to escape each space by prefixing it with a backslash. Alternatively, you can drag the file into the terminal window and then erase the file name and retain only the directory path.

  8. To upload a file from the local directory to the remote directory, run this command:

    put FILENAME

    where FILENAME is the name of the file you are uploading.

    Notes:

    • If you are using Windows, you may include the file path with the file name. If your path includes spaces, be sure to enclose the entire path within quotation marks.
    • If you are using Mac OS or Linux and your path includes spaces, be sure to escape each space by prefixing it with a backslash or enclose the entire path within quotation marks. Alternatively, you can drag the file into the terminal window.

  9. Add a note to your Support Request indicating that you have uploaded diagnostic information. Add a description of the contents of the uploaded file(s).

Tags

upload-diagnostic-data-ftpsite

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