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Support Doc: Uploading files to Support

Support Doc: Uploading files to Support

 

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.comSmiley Sadnone)): 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.

Labels (1)
Comments

Updated article to include new options available after upgrading file server.

haaris

Thanks for the update

cbayless

utilizing winscp and trying to access the incoming folder for adding file is getting a permissions error.

Tried web based and uploaded file and the files are not being added to the location above either.

Hello All,

Starbug FTP Server is no longer available/online. If you need to upload a file to Support. The best way is thru the Support Portal.

If you don't have access to it, try the following:

1) Go to https://support.mcafee.com/upload

2) Enter your SR number, Select your file, and captcha code. (If possible include a meaningful comment or filename)

3) Submit the file. (max file size of 30 GB)

The upload would show in the Service Support Portal as an anonymous user upload.

s.passeggia

Hi we utilizing Filezilla Client with network proxy MWG the download in FTP is very slow. I want know if there is a method for download a big large file in very fast time (100GB/night). Actually we have bandwidth in download with Filezilla equal to 500kbps (net is 100Mb). There are some settings we can tuning on MWG to solve this issue? Thx!

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Last update:
‎03-20-2018 01:44 PM
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