How to provide files to Sitecore Support

  • There are 3 ways to provide files to Sitecore Support:

    • Attach to a ticket
      • Available via the Support Portal interface.
      • Only for files smaller than 10MB.
    • Upload to Sitecore Support Box Storage
      • Available via the Support Portal interface.
      • Easy management of all your files in one location.
      • Upload of large files is allowed (up to 1 GB).
    • Upload to Sitecore Support FTPS Server
      • Available via an FTP client (FileZilla, WinSCP, Core FTP, and so on).
      • Upload of large files is allowed.
  • attach to a ticket

    There are two ways to add attachments to a ticket via the standard Support Portal interface.

    To use the right sidebar on the multiple tickets view to add attachments:

    1. If the Details sidebar is hidden, click Details on the right.
    2. Click on an issue in the table.
    3. To add an attachment, click + (add).

    Note: If you do not see the Attachments tab, make sure that it is enabled:

     

    To use the Attachments tab in a single ticket view t o add attachments:

    1. Select an issue in the table and click View. The issue is opened in a new window.
    2. In the Attachments field located at the bottom of the ticket view, click Add.

    Important: Three months after the support ticket is closed, associated attachments are automatically cleaned up. This excludes assembly files and code samples provided by Sitecore Support representatives.

  • Upload to Sitecore Support Box Storage

    To upload files to Sitecore Support Box Storage:

    1. Log in to the Sitecore Support Portal.

    2. Click the My Files link in the top right corner of the main window or navigate to the https://support.sitecore.net/helpdesk/box.aspx page in the browser directly.

    3. After the page loads, click the Click here to upload files panel. This action initiates an upload process and a new dialog is rendered in the same panel.

    4. Drag and drop files that you want to upload to the active area of the new dialog.

    Another option is to click the browse your device link to choose the files for upload, select the required files, and then click Open.

    Note: You cannot upload more than 3 files at once. Do not forget to follow best practices: split large files into several parts (not bigger than 1 GB); if you need to upload many small files, archive them into 1 file to simplify the upload process.

    5. The selected files are added to the upload form with the progress bar.

    Optionally, you can fill the Ticket reference field with the ID of a support ticket that is related to the current files. Another way to create a reference to a support ticket is to leave this field empty and specify the ticket ID in the file name of the uploaded file after the '#' character. For example: #555555mylogs.txt.

    Finally, to start the upload process click Upload.

    6. Important: Do not close the page until all uploads are completed. After reaching 100% of upload progress, the system needs some more time to verify the checksum and to add the file metadata, therefore successful completion of the upload process is indicated by a green check mark character.

    After successful completion of all uploads the Upload dialog is automatically closed and the Files panel is reloaded to reflect the latest changes.

    Files panel features

    1. Delete files

    • Click the files that you want to delete to mark them. Note: You cannot mark and delete more than 5 files at once.
    • To delete the selected files, click Delete selected file(s).
    • To confirm the action click OK in the pop-up alert.

    2. Sort files

    You can sort files by Name, Date, and Size parameters. To select the type of sorting, click the square icon with arrows that is located in the top-right corner of the Files panel.

  • Upload To Sitecore Support FTPS Server

    The URL for the server is ftpes://dl.sitecore.net/upload. The server uses the following ports: 989-990, 5000-5003. These ports must be open in your firewall.

    To upload files to the Sitecore Support FTPS Server:

    1. Package the files into a single .ZIP archive. You must make sure that the archive name is unique, for example, it contains the number of the related ticket.

    Note: Do not try to upload folders to the file server because this is not supported.

    2. Use an FTP client of your choice (FileZilla, WinCSP, Core FTP, and so on) to upload the file to the ftpes://dl.sitecore.net/upload location.

    For FileZilla, detailed instructions are included below:

    1. Start the FileZilla FTP client. It can be downloaded from the http://filezilla-project.org/ site.
    2. In the Host field, enter ftpes://dl.sitecore.net/upload, then click Enter:
    3. If a security certificate confirmation message appears, click OK:
    4. Ignore the Failed to retrieve directory listing error message. This happens because it is not possible for unauthorized users to download information from the server.
    5. In the left panel, find the file that you want to upload, then drag and drop it to the right panel. The upload process should start immediately.

    3. After uploading the file to the server, update the support ticket on the Sitecore Support Portal with the exact name of the uploaded file. 

     

    Q&A:


    What is the Sitecore Support FTPS Server?

    The Sitecore Support FTPS Server is a FTP server that you can use to exchange files between Sitecore Support and Sitecore customers.

     

    Are my files secure? 

    All information exchanged via Sitecore Support FTPS Server is secured via the following measures:

    • All data transfers to and from the Sitecore Support File Server are encrypted via the FTPES protocol (Explicit FTP over SSL/TLS).
    • Sitecore customers are only able to upload data to the server and cannot read any files. Only Sitecore Support representatives can read information stored on the server.
    • Every file older than 1 month is automatically deleted from the server.
     

    When uploading my file to the Sitecore Support FTPS Server, I get a timeout error – what should I do?

    Timeout errors can occur when uploading a large file, such as a database backup, as a single file.

    To avoid this error, try splitting your large file into several parts of roughly 4 GB or less.

    For this purpose, you can use the 7-Zip Archive Manager application (use the Split to volumes, bytes field when archiving files). This allows splitting an archive into several smaller files with the .00n (.001, .002, and so on) extensions.

Applies to:

Sitecore Support Portal 1+

November 19, 2014
December 06, 2018

Keywords: 

  • Support Portal