Uploading diagnostic information for VMware Federal customers
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Uploading diagnostic information for VMware Federal customers

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Article ID: 313605

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Updated On:

Products

VMware vCenter Server

Issue/Introduction

This article provides instructions for uploading diagnostic information to VMware Federal support using the Secure FTP (upload.vmware.com) portal.

VMware Technical Support uses a set of diagnostic information obtained from our products when addressing a support request. This diagnostic information contains product specific logs and configuration files from the host on which the product is run. This information is gathered using a specific script or tool within the product. For more information on obtaining the diagnostic information, see Collecting diagnostic information for VMware products .

After you obtain the necessary information, you can upload it to VMware through the steps below.

Resolution

This article provides a few examples for using the Secure FTP portal using these methods:
Notes:
  • Internet Explorer 9 and above is supported.
  • Other supported browsers include Firefox, Chrome, and Safari.
  • When uploading with Internet Explorer 10/11, you may have to switch to compatibility mode.
  • Do not use the HTML interface to upload files larger than 2 GB on 32bit browsers.
  • Directory listing of file uploaded is disabled due to security reasons.
  • Files are not visible after the upload completes.
     
*** Before proceeding with the steps below, contact your Technical Support Engineer or send an email into your Support request asking for the Secure FTP password.***
 

Uploading files to the Secure FTP portal using the HTML Interface

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

    Username: inbound
    Password: The password is provided by a support engineer after creating an SR.
     
  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 8-digit SR number with a '420' suffix added on the end  e.g. for SR 12345678, the directory would be 12345678420. 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 on 32bit browsers.
     
  12. Click Upload.

    You are notified when the upload completes.
     
  13. Notify the Technical Support Engineer that the logs have been uploaded:
     
    1. Reply to a case email to notify us that logs have been uploaded.
    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 Customer Connect with a note indicating you have uploaded files via upload.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 on 32bit browsers.
 
Notes:
  • To be able to access the Java Applet interface, you must use Java 1.7 or later.
  • Chrome 45 and later no longer supports the Java Applet Interface.

To upload files using the Java Applet:

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

    Username: inbound
    Password: The password is provided by a support engineer after creating an SR.
     
  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 the 8-digit SR number with a '420' suffix added on the end  e.g. for SR 12345678, the directory would be 12345678420.
    • 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 upload.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 on 32bit browsers.
  • 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 upload.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 [email protected]

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

    VMware Secure FTP Server :- Directory Name must be the 8-digit SR number with a '420' suffix added on the end  e.g. for SR 12345678, the directory would be 12345678420.
     
  4. Enter the provided password to log in. The password is provided by a support engineer after creating an SR.
  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 12345678420
     
  6. Change to the SR directory using this command:

    cd SR#

    For example:

    cd 12345678420
     
  7. Enter this command to upload the file:

    put file_name

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

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 upload.vmware.com portal using FileZilla:

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

    Address – upload.vmware.com
    Port – 22
    Protocol – SFTP – SSH File Transfer Protocol
    Logon Type – normal
    Username: inbound
    Password: The password is provided by a support engineer after creating an SR.
     
  5. ClickConnect.
  6. Right-click the Remote Site pane and click Create Directory. Skip this step if the SR directory already exists.
  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.
You can also use WinSCP as a Secure FTP client.
 
  1. Open the WinSCP client.
  2. Change the File protocol drop down to SFTP
  3. Enter the host name: upload.vmware.com
  4. Select Port 22 (if not already selected)
  5. Enter your username (inbound) and password (provided by VMware support)
  6. Click login
  7. Right-click the Remote Site pane and click New > Directory. Skip this step if the SR directory already exists.
  8. Change directory to newly created SR directory.
  9. 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.
  10. Right-click the file and click Upload.
  11. Verify the directory and click OK.
  12. Monitor the transfer progress in the transfer window.
Note: If you do not enter your password before connecting, it prompts you on the connection page.


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