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Uploading diagnostic information for VMware through the Secure FTP portal (2069559)

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Purpose

To address a Support Request, VMware technical support requests diagnostic information from the VMware products.
 
This article provides procedures to upload diagnostic information to VMware using the Secure FTP (sftpsite.vmware.com) portal.
 
Note: To upload diagnostic information using FTP, see Uploading diagnostic information for VMware using FTP (2070100).

Resolution


Uploading diagnostic information to VMware using the Secure FTP portal includes these methods:
Notes:
  • supported browsers include Firefox, Chrome, and Safari.
  • Internet Explorer 9 and above is supported.
  • When using the HTML interface, files greater that 2 GB are now supported but only tested with the files as large as 5 GB. VMware recommends breaking large files into smaller segments before uploading to ensure transfer complete appropriately.
  • Directory listing of file uploaded is disabled due to security reasons.
  • Files are not visible after the upload completes.

 Uploading files to the Secure FTP portal using third-party clients

You can use third-party clients, such as FileZila, to upload files to the SFTP clients.

To upload files to the sftpsite.vmware.com portal using FileZilla:

  1. Open the FileZilla client.
  2. Click Transfer > Transfer type > Binary to set the transfer mode to binary.
  3. Click File > Site Manager.
  4. Add the VMware FTP site to My Sites using the Site Manager. The credentials are:

    Address – sftpsite.vmware.com
    Port – 22
    Protocol – SFTP – SSH File Transfer Protocol
    Logon Type – normal 
    User – inbound
    Password – inbound

  5. Click Connect.
  6. Skip this step if the SR directory already exists. Right-click the Remote Site pane and click Create Directory. Enter your SR number as the directory name. 
  7. Change directory to newly created SR directory.
  8. After connecting to the correct destination directory, browse to the location of the log files on your local system using the file browser in the left pane or enter the full path in the Local site field.
  9. Right-click the file and click Upload.
  10. Monitor the transfer progress in the Queued files pane.

Uploading files to the Secure FTP portal using HTML Interface

To upload files through the sftpsite.vmware.com portal using your web browser:
  1. Go to https://sftpsite.vmware.com/.
  2. Enter this information:

    Username: inbound
    Password: inbound

    Note: Use AD account username and password to log in within the VMware network. inbound only works externally and not on VMware network.

  3. Select the HTML option.
  4. Click Login.

    Note: You can see that the directory listing is disabled for security purposes.

  5. Click New Directory.
  6. Enter your Support Request number in the field and click OK. If you receive an error that the file already exists, proceed to the next step.

    Note: The directory name must be the 11-digit SR number. If you enter an incorrect SR number, you see the error:

    Invalid Directory Name.Directory must be 11 Digit SR Number

  7. Click Change Directory.
  8. Enter your Support Request number in the directory field and click OK.
  9. Click Add.
  10. Select the files you want to upload to VMware Support.
  11. Click Open.

    Note: The files that are uploaded must be less than 2 GB.

  12. Click Upload.

    You are notified when the upload completes.

  13. Notify the Technical Support Engineer that the logs have been uploaded:

    1. Send an email to webform@vmware.com.
    2. Ensure that the subject line contains:

      VMware Support Request SR# YOUR_SUPPORT_REQUEST_NUMBER
Click here to open an email with the necessary fields populated. Replace YOUR_SUPPORT_REQUEST_NUMBER in the subject line with your Support Request number. Alternatively, you can update the support request through My VMware with a note indicating you have uploaded files via sftpsite.vmware.com.  

Uploading files to the Secure FTP portal using Java Applet Interface

You can use the Secure FTP portal Java Applet to upload files using your web browser. The Java Applet allows you to transfer files greater than 2 GB.
 
Note: To be able to access the Java Applet interface, you must use Java 1.7 or later.

To upload files using the Java Applet:

  1. Browse to the http://sftpsite.vmware.com/ or https://sftpsite.vmware.com/ URL.
  2. In the Login page, select the Java Applet user interface option.
  3. Enter this information:

    Username: inbound
    Password: inbound

  4. Right-click the Remote System pane and click mkdir. Skip this step if the SR directory already exists.
  5. Enter your SR number as the directory name.

    Notes:
    • Ensure to enter a valid 11 digit SR number as the directory name.
    • Ensure that the directory name does not contain any special characters, such as space, “, “ , # , or $.

  6. In the Remote pane, enter the SR directory name you created.
  7. In the Local System pane, browse to the location of files that are to be uploaded.
  8. Select the file(s) to be uploaded.
  9. Right-click the files to be uploaded and click Upload.

    You are notified when the upload completes.

Uploading files to the Secure FTP portal from a Linux operating system

You can upload files directly to the sftpsite.vmware.com site from a Linux operating system, provided you have the firewall rules open to allow access directly from virtual machines to the Secure FTP site.

Notes:

  • You can use this method to upload files greater than 2 GB.
  • Ensure that you have your Support Request number. This number is provided to you when a Support Request is created.
  • After uploading the diagnostic data, you cannot see the file listing on the server because the directory listing is disabled for security reasons.

To upload files to the sftpsite.vmware.com portal from the command line:

  1. Launch the terminal session from the virtual machine.
  2. Change directory to the location where you have the files to be uploaded.
  3. Enter this command:

    sftp inbound@sftpsite.vmware.com

    After you are connected to sftpsite.vmware.com, you see the message:

    VMware Secure FTP Server :- Directory Name must be 11 Digit SR Number

  4. Enter the password (inbound) to log in.
  5. To upload files for a new SR, create the SR directory using the mkdir command (if the SR directory does not exist already):

    mkdir SR#

    For example:

    mkdir 12345678901

  6. Change to the SR directory using this command:

    cd SR#

    For example:

    cd 12345678901

  7. Enter this command to upload the file:

    put file_name

    Note: To upload multiple files, you can use the mput command.

See Also

Request a Product Feature

To request a new product feature or to provide feedback on a VMware product, please visit the Request a Product Feature page.

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