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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: 2026-10-27
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Purpose

This article documents how to attach an individual file larger than the My Account portal's 5GB per-file limit to a case.

Solution

The My Account portal accepts files up to 5GB each.

Larger files should be uploaded to the case via SFTP.

More information on SFTP is available in KB1661: How to Generate an SFTP Account for a Support Case.

An overview of how collected data is processed by Veeam Technical Support is available in the data processing overview.

Sensitive data must be attached to a case via SFTP or through the My Account portal to ensure compliance with this data processing policy.

More Information

If unable to use SFTP to upload a file larger than 5GB, please split the file into parts smaller than 5GB using 7-Zip and attach each part to the case via the My Account portal.
Splitting Log Bundles May Delay Case Processing

Uploading split archive files will hinder the capability of Veeam Support's automatic log parsing tools. This will significantly affect the speed and efficiency of processing your case and may delay resolution.

SFTP is strongly encouraged for log bundles larger than 5GB when possible.

  1. Right-click on the file and choose 7-Zip > Add to archive...

    Note:     In Windows 11, you may have to hold [Shift] while right-clicking to get the classic context menu to appear.
  2. Within the "Add to Archive" options panel, enter 5000M for the "Split to volumes, bytes:" option.
The 7-Zip Add to Archive window with 5000M entered in the Split to volumes, bytes field.

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