Troubleshooting Best Practices When Log Bundle Transfer Upload Fails
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Troubleshooting Best Practices When Log Bundle Transfer Upload Fails

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Article ID: 389398

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Updated On:

Products

VMware vSphere Foundation VMware Cloud Foundation

Issue/Introduction

If you experience issues while uploading log bundles or files to Broadcom Support, this article provides recommendations and best practices to identify and resolve the issue.

Note:

  • Broadcom recommends to look into this issue from the customer end first. Many upload failures can be due to issues on the customer side, such as network instability, file size limitations, incorrect folder selection, or cases where the vendor's systems are the root cause.

Before you begin, see Uploading VCF log bundles and files using Wolken, SHD, Web Browser Interface and FTP client (385549).

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Resolution

If you experience issues while uploading log bundles or files to Broadcom Support, follow these best practices to identify and resolve the problem:

1. Check File Size Limitations

  • Verify if your file exceeds the size limit for uploads. Some portals and FTP clients impose restrictions on large file transfers.
  • Consider splitting large log bundles into smaller parts before uploading.

2. Ensure Stable Network Connectivity

  • Use a wired connection instead of Wi-Fi to reduce the risk of interruptions.
  • If using VPN, disable it temporarily to check if it's causing upload failures.

3. Ensure your Firewall is not blocking the required ports

  • For FTP, use TCP port 21
  • For SFTP, use TCP port 22

4. Use an FTP/SFTP Client for Large Files

  • If going through the Broadcom Support Portal > Wolken fails, try using an FTP client like FileZilla or WinSCP for more reliable transfers. For more information, see Uploading VCF log bundles and files using Wolken, SHD, Web Browser Interface and FTP client (385549).
  • Enable auto-reconnect and resume options in the FTP client in case of network disruptions.
  • Additional FTP/SFTP client side modifications may be required based on your company's policies for active connections.
  • If you are experiencing timeout issues or slower transfer speeds, ensure that advanced functions such as FTP Keep-alive and Send FTP keep-alive commands are enabled and timeout settings are configured to a minimum of 300 seconds.

5. Verify Folder and File Naming

  • Ensure you are uploading files to the correct folder (files_from_customer).
  • Check for any special characters in the filename that might cause compatibility issues.

6. Restart or Use an Alternative Upload Method

  • Close your browser or FTP client, restart your system, and retry the upload.
  • Try a different web browser or FTP client if the issue persists.

7. Adjust Timeout and Connection Settings

  • If the upload keeps failing midway, increase the timeout settings in your FTP client.
  • Limit the number of concurrent connections to avoid server rejection due to multiple simultaneous uploads.

8. Check Broadcom Server Status

  • Occasionally, upload failures may be due to temporary server outages or maintenance.
  • Visit the Broadcom Service Status Page or contact support to check for ongoing issues.
  • If applicable, notify your Support Account Manager of the issue.

9. Upload log files and bundles using the Log Assist feature in Skyline Health Diagnostics (SHD) 4.0.9

10. Use Command-Line FTP as a Last Resort

  • If graphical FTP clients fail, use command-line SFTP or SCP tools for manual uploads.
    Example command using SCP:

scp -P 22 <your_log_bundle>.zip <your_username>@supportftp.broadcom.com:/<siteID>/<CaseID>/files_from_customer/.


If none of these steps resolve the issue, contact Broadcom Support with details of the error message received and any troubleshooting steps already taken.

Additional Information

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