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How to attach a file larger than 5GB to a Support Case

KB ID: 4115
Published: 2021-02-25
Last Modified: 2021-11-19
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Challenge

Through the Veeam Support Portal a user may attach logs to a support case, there is however a 5GB per file limit. In certain situations there may be need to provide to support a file which is larger than this.

Solution

Files larger than 5GB may be uploaded to a support case via SFTP. More information on SFTP can be found here: https://www.veeam.com/kb1661
If unable to use SFTP to upload the file larger than 5GB, please split the file using 7-Zip into parts smaller than 5GB and attach each part to the case via the Customer Portal.
addtoarchive
Right-click on the file and choose [7-Zip] > [Add to archive...]
split size
On the "Add to Archive" options panel enter 5000M for the "Split to volumes, bytes:" option.

More information

An overview of how your data is processed by Veeam Technical Support is available here this page.

Sensitive data must be attached to a case via SFTP or through the Customer Portal to ensure compliance with the above data processing policy.

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