Support Doc: Uploading files to Support

Version 11



    See KB50534 for reference

      • HTTPS:
      • SFTP/SCP/FTP upload servers:
      • 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:




    On Linux (Web Gateway) / *nix

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

    zip 4-1234567890_support_file.txt


    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:
      • 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 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.







    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:

    Port number: 22

    Username: ANONYMOUS

    Password: <none; leave blank>




    File protocol: SCP

    Host name:

    Port number: 22

    Username: ANONYMOUS

    Password: <none; leave blank>







    SFTP and SCP from CLI



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




    <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
    Connecting to
    Enter password for ANONYMOUS
    sftp> cd 4-17985654261
    sftp> pwd
    Remote working directory: /4-17985654261
    sftp> !pwd
    sftp> lcd /opt/mwg/log/debug/feedbacks
    sftp> !pwd
    sftp> lls
    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 <local path/filename><SR #>

    <no password; leave blank and ENTER>


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



    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 executable):

    C:\Program Files (x86)\WinSCP>
    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" 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:

    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<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)




    FTP from CLI

    Linux or other *NIX


    <no password; leave blank and ENTER>

    cd <SR #>

    put <local path/filename>


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




    <user is ANONYMOUS>

    <no password; leave blank and ENTER>

    cd <SR #>


    put <local path \ filename>


    Connected to
    User ( anonymous
    331 Username OK.  Need 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
    200 PORT command successful.
    150 Opening BINARY mode data connection.  Ready to write file . "/4-17985654261/") S T O R
    226-Upload File Size:175 bytes @ 0K/sec. MD5=9c6419ac3d834acb3d522bbf523574ac
    226 Transfer complete.  MD5=9c6419ac3d834acb3d522bbf523574ac ("/4-17985654261/" 175) STOR
    ftp: 175 bytes sent in 0.03Seconds 7.00Kbytes/sec.
    ftp> bye
    221 Goodbye.




    Favorite One-Line Commands

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



    sftp 4-17985654261 <<< $’put’





    FTP (*nix):

    lftp -c "open; put -O 4-17985654261"


    And for good measure….


    curl -u ANONYMOUS: -T



    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.