Uploading VCF log bundles and files using Wolken, SHD, Web Browser Interface and FTP client

Products

• VMware Cloud Foundation
• VMware vSphere Foundation

Issue/Introduction

This article outlines four methods for uploading log bundles and files to Broadcom Support.

Note: Before starting, ensure you have an open Broadcom VCF support case.

Environment

VMware Cloud Foundation (VCF) and vSphere Foundation (VVF) environment.

Resolution

Methods of Uploading

You can upload files using the following methods:

1. Wolken
2. Skyline Health Diagnostics (SHD)
3. Web Browser Interface
4. FTP Client

Detailed Instructions

Wolken

The default and preferred way to upload files to a VCF Broadcom support case For more information, see Uploading files to cases on the Broadcom Support Portal.

Skyline Health Diagnostics (SHD)

• Skyline Health Diagnostics (SHD) must be running in customer’s on-premise environment with the ability to connect to supportftp.broadcom.com using SFTP on port 22 for TCP and UDP.
• The Log Assist feature is available starting with SHD 4.0.7. For more information, see the VMware Skyline Health Diagnostics 4.0.7 Release Notes. There is a new version which is 4.0.8.
• For overview of SHD, including the Log Assist feature, see: VMware Skyline Health Diagnostics for vSphere - FAQ.

Web Browser Interface (Outside of Wolken)

1. Open URL link to https://supportftp.broadcom.com/#/
2. When prompted, authenticate to the site using your User ID and Password configured for the Broadcom Support Portal.

3. After authenticating, enter your company’s 7-digit SiteID at the end of the URL.

   For example: https://supportftp.broadcom.com/#/0123456

4. Select the open support case from the list displayed.
5. Choose the Files_From_Customer folder under the support case.
6. Select the Upload button and select the needed file(s) from the popup box.

FTP Client (such as Filezilla and WinSCP)

Note: An FTP client is better adapted at handling large file transfers and recovering from download errors, network interruptions, and timeouts.

1. Connect using the following server and account settings:

   a. Server Name: supportftp.broadcom.com.
   b. Select sFTP.
   c. Enter User and Password using your Broadcom Support User ID and Password.

2. Set  the Default remote directory in the Advanced tab to your company’s 7-digit SiteID using the following Syntax /<SiteID>.

   Important: If the SiteID is 6 digits, add a preceding 0 to the beginning of the SiteID as shown above. For example: /0123456.

3. After connecting to FTP server, navigate to support case number.

4. Select the Files_From_Customer folder.

5. Upload needed files or log bundle(s).

Additional Information

• Troubleshooting Best Practices When Log Bundle Transfer Upload Fails
• Log Assist for Skyline Health Diagnostics (SHD) - Connection to Support Case Server Failed
• Uploading files to cases on the Broadcom Support Portal