Support Doc: Uploading files to Support

Version 11

     

    TL;DR

    See KB50534 for reference

      • HTTPS:
      • SFTP/SCP/FTP upload servers:
        • support-sftp.mcafee.com
        • support-scp.mcafee.com
        • support-ftp.mcafee.com
      • Credentials for upload
        • Username: ANONYMOUS
        • Password: <none; leave blank>

    Best one-liners

     

    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 / *nix:

    mv [original-filename] [desired-filename]

    mv support_file.txt 4-1234567890_support_file.txt

    (Windows uses 'move', not 'mv')

    move [original-filename] [desired-filename]

    move 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) / *nix

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

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

    or....

    zip 4-1234567890_support_file.zip *.txt

    or use gzip ...

    gzip -k *.txt

     

    Upload Overview: 4 Methods

      1. HTTPS from Browser

      2. SFTP
      3. SCP
      4. FTP

    See KB50534 for reference

      • Methods (1)-(3) are secured by TLS. Method (4) is unsecured (plain text) and is not preferred
      • Port(s) 22/21 must be allowed outbound for SFTP/SCP/FTP methods
      • Methods (2)-(4) have anonymous logon:
        • Username: ANONYMOUS
        • Password: <none; leave blank>
      • SFTP/SCP/FTP upload servers:
        • support-sftp.mcafee.com
        • support-scp.mcafee.com
        • support-ftp.mcafee.com
      • Directory to upload files is the valid Service Request (SR) number. You CANNOT upload to root directory or list any directory contents

     

     

    Method 1: HTTPS Upload - McAfee Support Portal

     

    Navigate to https://support.mcafee.com. Once there, login, then navigate to "Service Requests". Search for your Service Request #.

    Don't forget to add a Comment or you cannot complete upload.

    Supports files up to 30 GB in size.

     

     

    PortalUpload_NoFile.PNG

     

     

     

    Methods 2 & 3: SFTP / SCP Upload

    SFTP and SCP from GUI (Windows or Linux / *nix)

     

    Using a file transfer tool such as WinSCP or Filezilla <links>, you may connect securely to our servers using SFTP or SCP.

     

    Configure the settings as seen below, and move into the SR directory. You can then Upload (or drag and drop) files into the empty directory. (Due to security permissions, you cannot see/list the contents and it will always appear empty)

     

    File protocol: SFTP

    Host name: support-sftp.mcafee.com

    Port number: 22

    Username: ANONYMOUS

    Password: <none; leave blank>

     

    OR

     

    File protocol: SCP

    Host name: support-scp.mcafee.com

    Port number: 22

    Username: ANONYMOUS

    Password: <none; leave blank>

     

    WinSCP-example.PNG

    WinSCP-example2.PNG

     

     

     

    SFTP and SCP from CLI

     

    FROM *NIX

    Linux (McAfee Web Gateway) or other *nix (like Unix or Mac OS) natively support SFTP and SCP (included with SSH package).

     

    SFTP:

    sftp ANONYMOUS@support-sftp.mcafee.com

    <no password; leave blank and ENTER>

    cd <SR #>

    put <local path/filename>

    Example (Note: commands such as lls, lcd, and !  are included in this example):

    [root@mwg1 ~]# sftp ANONYMOUS@support-sftp.mcafee.com
    Connecting to support-sftp.mcafee.com...
    password
    Enter password for ANONYMOUS
    Password:
    sftp> cd 4-17985654261
    sftp> pwd
    Remote working directory: /4-17985654261
    sftp> !pwd
    /root
    sftp> lcd /opt/mwg/log/debug/feedbacks
    sftp> !pwd
    /opt/mwg/log/debug/feedbacks
    sftp> lls
    4-17985654261_test.txt
    sftp> put 4-17985654261_test.txt
    Uploading 4-17985654261_test.txt to /4-17985654261/
    4-17985654261_test.txt                                      100%   3873KB 1.9MB/s   00:02
    sftp> exit
    [root@mwg1 ~]#
    

     

    SCP:

    scp <local path/filename> ANONYMOUS@support-scp.mcafee.com:/<SR #>

    <no password; leave blank and ENTER>

    Example:

    [root@mwg1 ~]# scp /opt/mwg/files/test.txt ANONYMOUS@support-scp.mcafee.com:/4-17985654261
    password
    Enter password for ANONYMOUS
    Password:
    test.txt                                      100%   19     0.0KB/s   00:00
    [root@sw-mwg127 ~]#
    

     

    FROM WINDOWS

    SFTP and SCP are not natively available on Windows via CLI, but can be installed from a ported version, or used with tools such as Cygwin (SSH package needed), WinSCP, or PuTTY (the full application includes required psftp.exe and pscp.exe).

     

    To use WinSCP or PuTTY CLI features, navigate to the directory where the executables are installed to run. Type ‘help’ to display usage information and/or visit the published documentation for those tools.

     

    Quick Examples:

    WinSCP (uses winscp.com executable):

    C:\Program Files (x86)\WinSCP>winscp.com
    winscp> help
    call     Executes arbitrary remote command
    cd       Changes remote working directory
    ………   {etc. Can use same sftp/scp commands as above}
    

     

    PuTTY (uses pscp.exe and psftp.exe):

    C:\Program Files (x86)\myApps>pscp.exe
    PuTTY Secure Copy client
    Release 0.69
    Usage: pscp [options] [user@]host:source target
     pscp [options] source [source...] [user@]host:target
     pscp [options] -ls [user@]host:filespec
    ………
    
    C:\Program Files (x86)\myApps>psftp.exe
    psftp: no hostname specified; use "open host.name" to connect
    psftp> help
    !      run a local command
    bye    finish your SFTP session
    cd     change your remote working directory
    ………
    

     

     

     

    Method 4: FTP Upload

    FTP from GUI

    See same steps from above for using 3rd party tool via GUI.

     

    File protocol: FTP

    Host name: support-ftp.mcafee.com

    Port number: 21

    Username: ANONYMOUS

    Password: <none; leave blank>

     

    Using Windows Explorer

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

     

    Open Windows Explorer and visit ftp://support-ftp.mcafee.com/<SR #> , you can then drop any files into the empty window.

     

    (Fun fact: with WinSCP installed, putting scp://<host>/path or sftp://<host>/path in the Windows Explorer title bar will, by default, launch WinSCP and open the connection)

     

    FTPUpload-explorer.png

     

    FTP from CLI

    Linux or other *NIX

    lftp ANONYMOUS@support-ftp.mcafee.com

    <no password; leave blank and ENTER>

    cd <SR #>

    put <local path/filename>

    Example:

    [root@mwg1 ~]# lftp 
    lftp :~> open support-ftp.mcafee.com
    lftp support-ftp.mcafee.com:~> lcd /opt/mwg/files
    lcd ok, local cwd=/opt/mwg/files
    lftp support-ftp.mcafee.com:~> pwd
    ftp://support-ftp.mcafee.com
    lftp support-ftp.mcafee.com:~> cd 4-17985654261
    cd ok, cwd=/4-17985654261
    lftp support-ftp.mcafee.com:/4-17985654261> !pwd
    /opt/mwg/files
    lftp support-ftp.mcafee.com:/4-17985654261> put test.txt
    19 bytes transferred in 2 seconds (12b/s)
    lftp support-ftp.mcafee.com:/4-17985654261> exit
    [root@mwg1 ~]#
    

     

    Windows

    ftp support-ftp.mcafee.com

    <user is ANONYMOUS>

    <no password; leave blank and ENTER>

    cd <SR #>

    bin

    put <local path \ filename>

    Example:

    C:\Users\admin\Documents>ftp support-ftp.mcafee.com
    Connected to support-ftp.mcafee.com.
    User (support-ftp.mcafee.com:(none)): anonymous
    331 Username OK.  Need password.
    Password:
    230 Password OK.  Connected. logged in
    ftp> cd 4-17985654261
    250 "/4-17985654261/" CWD command successful.
    ftp> bin
    200 Command ok : Binary type selected.
    ftp> put 4-17985654261_test.zip
    200 PORT command successful. 10.95.68.242:56995.
    150 Opening BINARY mode data connection.  Ready to write file . "/4-17985654261/4-17985654261_test.zip") S T O R
    226-Upload File Size:175 bytes @ 0K/sec. MD5=9c6419ac3d834acb3d522bbf523574ac
    226 Transfer complete.  MD5=9c6419ac3d834acb3d522bbf523574ac ("/4-17985654261/4-17985654261_test.zip" 175) STOR
    ftp: 175 bytes sent in 0.03Seconds 7.00Kbytes/sec.
    ftp> bye
    221 Goodbye.
    
    C:\Users\admin\Documents>
    

     

     

     

    Favorite One-Line Commands

    (Examples use test.zip as the file to upload, in the local directory)

     

    SFTP:

    sftp ANONYMOUS@support-sftp.mcafee.com: 4-17985654261 <<< $’put test.zip’
    

     

    SCP:

    scp test.zip ANONYMOUS@support-scp.mcafee.com:/4-17985654261
    

     

    FTP (*nix):

    lftp -c "open support-ftp.mcafee.com; put -O 4-17985654261 test.zip"
    

     

    And for good measure….

    Curl:

    curl -u ANONYMOUS: -T test.zip ftp://support-ftp.mcafee.com/4-17985654261/
    

     

     

    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.