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How to attach files to a support case

KB ID: 4162
Published: 2021-05-12
Last Modified: 2021-05-19

Objective

This article documents how to attach files to a Veeam Support case.

Methods

Below are the two methods (portal or SFTP) used to attach files to a support case.

Expand a section to learn more.

Attach files to the Support case via the My Account portal.
1. Sign In to the My Account portal.
Screenshot showing the My Account sign in page.

2. Expand the Support section

3. Click My Cases

Screenshot displaying the Support section expanded and the mouse selecting the My Cases section.
4. Locate the Support Case you are adding logs to and click Update case
Screenshot showing  the location of the Update case link on right most side of the case in the list of cases.
5. On the Case Summary page click Add logs
Screenshot showing the Add logs link in the top right of the Case Summary page.
6. On the "Add attachments to case" page, make sure the correct Log storage location is selected using the drop down box. Select the bucket location nearest to you.
Screenshot showing Log storage location options, displayed are United States, Europe, Asia Pacific, and China buckets.
7. Drag & Drop files into the "Upload files" box or click the choose files link to open a file selector.

Note: There is a maximum individual file size limit of 5GB. If you need to upload a file larger than 5GB either (a) use SFTP method described in the other attachment option section of this page or (b) split the single file as described here.
Screenshot showing the Upload Files section of the page, specifically the mouse is shown hovering over the "choose files" option.
8. After you have selected a file to be uploaded a completion percentage will be shown as the file uploads.
Screenshot showing that a file has been uploaded and demonstrating the upload completion percentage.
9. Once the upload has completed the Submit button will change from grey to green indicating that you are ready to proceed. Click Submit to attach the file to the case.
Screenshot showing that a file has been uploaded to the page and that the Submit button is now green, the mouse cursor is shown hoevering over the Submit button.
Attach files to the Support case via SFTP using WinSCP

The instructions below assume you have already generated an SFTP account for your case. If you have not done so, or you need to find the SFTP login details, please review KB1661.

If you upload logs via SFTP, remember to send an email on the case to notifying the Support staff that you have uploaded a file.

More information regarding WinSCP usage can be found here: https://winscp.net/eng/docs/guide_connect

 

1. Locate the SFTP link for your case. This can be found by clicking Update Case in the My Cases view.

Screenshot showing the case summary page with the mouse hovering over the Link next to the SFTP Link field.
2. If you have WinSCP installed and it is set as the default application for handling SFTP protocol, then simply click on the link and your browser will open WinSCP and connect. (If this works skip to step 5, if not go to the next step.)
Shown is the chrome popup message asking the user if Chrome should open the SFTP link with WinSCP
Shown here is the prompt from Chrome when clicking on the SFTP Link asking to open WinSCP
3. If WinSCP is not associated with the SFTP protcol you will need to right-click on the SFTP Link and copy it to the clipboard.
Shown is the context menu which has appeared after right-click on the SFTP Link, the mouse is shown selecting "Copy link address"

4. Then open WinSCP and paste the SFTP information into the "Host name:" field in the WinSCP Login screen. It will auto-populate the necessary fields.

5. Then press Login.

Shown is the WinSCP Login page with the fields populated with the information from the copied SFTP Link information
6. Once connected place files in the /upload/ folder.
Screenshot showing that the destination location is /upload/ and a file named SomeLogs.zip has been uploaded to that folder.
Attach files to the Support case via SFTP using FileZilla

The instructions below assume you have already generated an SFTP account for your case. If you have not done so, or you need to find the SFTP login details, please review KB1661.

If you upload logs via SFTP, remember to send an email on the case to notifying the Support staff that you have uploaded a file.

More information regarding FileZilla usage can be found here: https://wiki.filezilla-project.org/Using

 

1. Locate the SFTP link for your case. This can be found by clicking Update Case in the My Cases view.

Screenshot showing the case summary page with the mouse hovering over the Link next to the SFTP Link field.
2. Right-click on the SFTP Link and copy it to the clipboard.
Shown is the context menu which has appeared after right-click on the SFTP Link, the mouse is shown selecting "Copy link address"
3. Open FileZilla and paste the SFTP information into the "Host:" field, then click Quickconnect
Shown is the fields of FileZilla for Host, Username, Password, and Port. In the screenshot it can be seen that the SFTP Link information has been pasted in to the Host field.
4. Once connected place files in the /upload/ folder.
Screenshot showing that the destination location is /upload/ and a file named SomeLogs.zip has been uploaded to that folder.

More information

Privacy Notice

Please note that the information provided to Veeam for purposes of customer support may be considered protected under certain data protection regulations and/or internal company policies. A list of potentially sensitive data types is available in the following KB article.

For more information on how we process the collected data, please visit: https://vee.am/processing_of_personal_data

KB ID: 4162
Published: 2021-05-12
Last Modified: 2021-05-19

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