You need to upload troubleshooting logs but you have one or more of the following issues:
Symantec Content Analysis 2.0 or above.
The option exists within the CLI of Content Analysis 2.x, whether SSH or Serial, to upload the troubleshoting logs. This single command will both create and send the logs.
CAS# diagnostics service-info send 0-01234567
In other words, prefix the case number with 0-0.
Note: Be sure to replace 1234567 with your actual case number. Refrain from adding additional entries to the command, where possible.
This is not an available option for Content Analysis 1.x