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Uploading diagnostic information for VMware using FTP (2070100)
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 FTP.
Note: To upload diagnostic information using the Secure FTP portal, see Uploading diagnostic information for VMware through the Secure FTP portal (2069559).
Uploading diagnostic information to VMware using FTP includes these methods:
- Uploading through the FTP portal using your web browser
- Uploading through the FTP portal using the command line
- Uploading through the FTP portal using a third party FTP client
- If there are several log files, VMware recommends that you create a single ZIP, TAR or TGZ file and upload. The single file makes the process more efficient.
- For files which are smaller than 2GB, you can upload using your web browser.
- For files which are larger than 2GB, you can upload using one of these methods:
- From Windows: Upload using a third party FTP client like FileZilla, which supports passive mode. Uploading files using the Windows command line is no longer supported, as the Windows ftp client does not support passive mode.
- From Mac operating system or Linux: Upload using the command line.
Note: Ensure that the files are smaller than 2 GB.
- Go to https://ftpsite.vmware.com.
- Enter this information:
- Ensure that HTML is selected.
- Click Login.
- Click New Directory.
- 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.
- 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 $.
- Click Change Directory and enter your Support Request number in the field, then click OK.
- Click Add and select the files you would like to upload to VMware Support, then click Open.
Repeat this step for any additional files.
Note: Files must be smaller than 2 GB.
- Click Upload.
You are notified when the upload completes.
- Notify the Technical Support Engineer that the logs are uploaded:
- Send an email to firstname.lastname@example.org.
- Ensure that the subject line contains:
VMware Support Request SR# YOUR_SUPPORT_REQUEST_NUMBER
Or you can update the support request through My VMware with a note indicating you have uploaded files through FTP.
Note: When uploading with Internet Explorer 10/11, you may have to switch to compatibility mode.
- Uploading files using the Windows command line is no longer supported, as the Windows ftp client does not support passive mode.
To upload files from Windows, use one of the alternative methods detailed in this article. You can use your web browser or a third party FTP client like FileZilla.
- 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 directory listing is disabled for security reasons.
- Open a terminal window to a command line shell:
- For Mac operating system, click Applications > Utilities > Terminal.
- For Linux, from your X session run the /usr/bin/xterm command, or open your preferred terminal emulation application.
- From the command line shell, run this command:
ftp -p ftpsite.vmware.com
- Enter this username and password when prompted:
Note: The password is not echoed on the screen. Authenticating using this username and password allows you to upload files on the site. You cannot delete, move, rename, or modify any files, including the files you upload.
- Enable the correct mode for the transfers:
- If you are using Mac operating system, type epsv to disable extended passive mode.
- If your FTP client defaults to ASCII transfer mode, type bin to enable binary transfers to preserve the integrity of the files.
Note: If you want to monitor the progress of the transfer, type hash at the command prompt before initiating the transfer.
- Create a remote directory on the FTP site for uploading your diagnostic information files. Run this command:
- When making this directory, use only the Support Request number. Do not preface the number with anything. For example, do not use SR########## , as the SR prefix affects the tools used by support to access these files after they are uploaded. For example, use - mkdir 12345678910
- If the directory was previously created, mkdir will report errors. Continue on to the next step.
- Change your working directory to the remote directory that you created by running this command:
- Change the local directory to the folder that contains the files you want to upload. If the full path is not specified, the path used defaults to the path from where you executed ftp:
Note: In Mac operating system and Linux, you must use the lcd command to navigate to the directory on your system where the file is saved. If your path includes spaces, Be sure to escape each space with a backslash before it. Alternatively, you can simply drag the file into the terminal window and erase the file name while keeping the directory path.
- To upload a file from the local directory to the remote directory, run this command:
where YOUR_LOG_FILE_NAME is the name of the file you are uploading.
- You can also use mput * to upload all log files from the current local directory.
- If you are using Mac operating system or Linux, and your path includes spaces, ensure to escape each space with a backslash before it or enclose the entire path within quotation marks. Alternatively, you can drag the file into the terminal window.
- To close the FTP session, type bye and click Enter.
- Notify the technical support engineer that the logs are uploaded. To do this, send an email to email@example.com and ensure that the subject line contains:
VMware Support Request SR# YOUR_SUPPORT_REQUEST_NUMBER
Or you can update the support request through My VMware with a note indicating you have uploaded files via FTP.
For uploading files which are larger than 2GB, there are many third-party GUI-based FTP clients that run on multiple platforms. These clients are able to perform the operations in this article using an intuitive GUI interface. You can use the FTP client of your choice, which supports passive mode.
Note: FileZilla is a popular third party FTP client.
To upload files from Windows using FileZilla:
- Open the FileZilla client.
- Set the transfer mode to binary:
Go to the Transfer menu > Transfer type > Binary.
- Go to the File menu > Site Manager.
- Add the VMware FTP site to My Sites using the Site Manager. The credentials are:
Address = ftpsite.vmware.com
Logon Type = normal
User = inbound
Password = inbound
- Click Connect.
- Change to the correct destination directory for your Support Request:
- If this is the first time you are uploading files to the VMware FTP Server for this case, create a directory in the root of the VMware FTP. To do this, right click the root directory on the remote site in the right pane and choose Create directory.
- If this is not the first time you are uploading files for this case, proceed to step 7.
- Change to your SR directory using the Remote site field.
Remote site: /12345678901
- For security reasons, you do not see any files or directories on the VMware FTP server, including files you have uploaded.
- The destination directory should contain numbers only. Do not enter letters or other characters.
- After you connect 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.
- Right click the file and select Upload to start the transfer.
- Monitor the transfer progress in the Queued files pane.
For related information, see Collecting diagnostic information for VMware products (1008524)
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