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How to Generate an SFTP Account for a Support Case

KB ID: 1661
Published: 2012-07-20
Last Modified: 2026-02-17
Languages: JP
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Purpose

While working with Veeam Support, you may be asked to provide log files. The primary method for attaching logs to a case is by adding logs via the My Account portal.

An alternate method is to upload logs via STFP. To do so, you must first generate an SFTP account associated with the support case.

Generate an SFTP Account

To generate an SFTP account for your case,

  1. Log in to the My Account Portal
  2. Navigate to the My cases section
  3. Identify the case you wish to generate an SFTP account for, and then click on the menu ( ⋮ ) next to that case.
  4. From the menu that appears, select Generate SFTP Account.
Generate SFTP account Option Not Available

The option to generate an SFTP account may not be available if:

  • An SFTP account already exists.
    To view the SFTP details, select "Update case" next to the 3-dot menu.
    or
  • Your My Account portal is linked to a U.S. Federal account. U.S. federal customers are restricted from using the SFTP option due to data-handling policies.
The image shows the My Cases portal view listing a support case. An arrow labeled 1 points at the three dots in the top right of the case entry next to the word Update case a menu is shown coming down and another arrow labeled 2 points to the menu option labeled "Generate SFTP Account"
  1. When prompted, select the SFTP Bucket nearest your location, and click OK.
Prompt for Region
Select Bucket
Click OK
  1. Once the account is created, you will be redirected to the case details page, where the SFTP details will be shown.
The image shows the case summary page for case, an arrow is pointing at the section on the left side side where SFTP details can be seen
For information about attaching files to a support case, please review: https://www.veeam.com/kb4162

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