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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: 2023-03-21
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Purpose

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

Solution

Option 1: Use SFTP

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

Option 2: Split the Archive

If unable to use SFTP to upload the 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 Customer Portal.

  1. Right-click on the file and choose 7-Zip > Add to archive...
addtoarchive
  1. Within the "Add to Archive" options panel enter 5000M for the "Split to volumes, bytes:" option.
split size

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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