Support Doc: Uploading files to Support

Version 8

     

    Before you upload

     

    Rename the file

    Be sure to rename the file to something unique. For example, preface the filename with the SR #.

     

    To rename from the command line on Windows/Linux:

    mv [original-filename] [desired-filename]

    mv support_file.txt 4-1234567890_support_file.txt

      

     

    Compress the file

    It helps to compress the file into an archive prior to upload, this will preserve bandwidth, and the upload will take less time.

    On Windows

    Use a utility such as WinZip, WinRar, or the built in Windows utility to compress the file:

    compressedfile.png

     

     

    On Linux (Web Gateway)

    zip [compressed-filename].zip [files-to-compress]

    zip 4-1234567890_support_file.zip 4-1234567890_support_file.txt

    zip 4-1234567890_support_file.zip *.txt

      

     

     

     

    HTTPS from Browser

     

    McAfee Support Portal

    https://support.mcafee.com, once there login, navigate to "Service Requests", search for the Service Request #.

     

    support_portal.png

     

    Starbug

    https://starbug.mcafee.com, our file server (Starbug) was recently updated and now includes a web based upload option (up to 500 MB).

     

    Username: scp

    Password: sunshine

     

    2014-12-04_172847.png

     

     

    FTP from Windows

     

    Explorer

    You can now upload files to the server by dragging and dropping (assuming you allow FTP).

     

    Open Windows Explorer and visit ftp://starbug.mcafee.com/incoming/, you can then drop any files into the empty window.

     

    explorer1.png

     

     

    Command Prompt

    To upload from the Windows command line, open a command prompt and run the commands listed below:

     

    starbug.mcafee.com (USA):

    ftp starbug.mcafee.com

    <username is ftp>

    <password is ftp>

    cd incoming

    bin

    put <path\filename>

      

     

    ftp.webwasher.com (Germany):

    ftp ftp.webwasher.com

    <username is anonymous>

    <password is anonymous>

    cd incoming

    bin

    put <path\filename>

      

     

    custftp2.nai.com (USA - Requires folder to be created by Support):

    ftp custftp2.nai.com

    <username is ftp>

    <password is ftp>

    cd incoming/<CASE-NUMBER>

    bin

    put <path\filename>

      

     

     

    SCP from Windows

     

    WinSCP

    WinSCP is a GUI tool which allows you to connect securely to SFTP servers. You can download WinSCP here: http://winscp.net/

     

    Configure the settings as seen below, and move into the incoming directory. You can then drag and drop files into the empty directory.

     

    File protocol: SFTP

    Host name: starbug.mcafee.com

    Port number: 22

    Username: scp

    Password: sunshine

     

    2014-12-04_172217.png

     

     

    PSCP

    If you wish to upload using a command line utility on Windows you can use PSCP, it can be downloaded from here: http://the.earth.li/~sgtatham/putty/latest/x86/pscp.exe

     

    starbug.mcafee.com (USA):

    pscp.exe -scp <path\filename> scp@starbug.mcafee.com:/incoming

    pw: sunshine

      

     

     

    FTP from Linux (Web Gateway)

     

    starbug.mcafee.com (USA):

    lftp -u ftp:ftp ftp://starbug.mcafee.com/incoming

    put <path/filename>

    quit

      

     

    ftp.webwasher.com (Germany):

    lftp -u anonymous:anonymous ftp://ftp.webwasher.com/incoming

    put <path/filename>

    quit

      

     

    custftp2.nai.com (USA - Requires folder to be created by Support):

    lftp -u ftp:ftp ftp://custftp2.nai.com/incoming/<CASE-NUMBER>

    put <path/filename>

    quit

      

     

     

    SCP from Linux (Web Gateway)

     

    starbug.mcafee.com (USA):

    scp <path/filename> scp@starbug.mcafee.com:/incoming/

    pw: sunshine

      

     

     

    Common problems

     

    File already exists

    "553 support_file.txt: Permission denied." - File already exists on file server. This may happen because you have attempted to upload the file once, but the first attempt failed. Attempt to re-upload the file with another name.

     

     

    After you upload

    Update the case for which you have uploaded the file. Indicate the name of the file you have uploaded as well.