Support Account Managers (SAM)

Efficiently uploading files to VMware Support

By Fred Giroux, Senior Support Account Manager, VMware Premier Services

 

You probably already know about the FTP or SFTP ways of uploading files to VMware Support, and most likely have faced challenges when uploading large files and found it is not very fast because of limitations in the FTP protocol. This is not to mention that FTP is commonly blocked in enterprises, and port 21 (FTP) or 22 (SFTP) are only open for exceptions. File uploads unable to complete or getting corrupted, especially for large files, are not uncommon. Also, it is error-prone, as the person uploading must not forget to change to the SR folder. Otherwise, the file gets uploaded to oblivion.

Despite the challenges, FTP and SFTP are still widely used for the following reasons.

  1. Anybody can upload to the Support Request (if the SR number is known), not only the case owner.
  2. The method has been around for a long time, and for most files, it works just fine.
  3. You can use FTP and SFTP with web browsers and third-party clients.
  4. Many customers are not aware of the new and more efficient ways described below.

VMware introduced more reliable and faster ways to upload files.

  1. Uploading via the myVMware Portal
    Case owners can upload files when looking at the SR details. Unfortunately, this is limited to the case owners. Even if others in the company have the permission to view the SR, they do not have the option to upload files. I am hoping this will change in the future.This method is fast, highly reliable, and does not require particular ports to be open since it is over HTTPS.
  1. Uploading via Skyline Log Assist
    We, at VMware, have been talking a lot about Skyline in the last year for good reasons. My colleague Russ Swan started a series of blogs on the topic and will go into more detail. I will just say that this feature is among the most appreciated of the Skyline features because it makes gathering the logs and uploading seamless.You go to the Skyline Advisor, find the object (host for instance), initiate the log gathering, and select the Support Request where the logs should be sent. That is it. When I said seamless, I meant it. No fuss, no mess, all done in the background.You can even set Log Assist to automatic. This means a VMware Technical Support Engineer could request the logs directly and get them without you getting involved.

 

As a last option, uploading by email is also possible for files smaller than 10 MB. When you send files this way, make sure you reply to the case log (webform@vmware.com) using an unaltered subject line, and it should be limited to screenshots and individual log files. Keep in mind attachments may get filtered on the way.

In conclusion, while FTP and SFTP are still available options, the myVMware Portal and Skyline are the most reliable log delivery methods, and with Skyline you get extra features.

 

References:

Uploading diagnostic information for VMware (1008525) – This includes how to use the myVMware Portal and Skyline Log Assist
https://kb.vmware.com/s/article/1008525

Uploading diagnostic information for VMware using FTP (2070100)
https://kb.vmware.com/s/article/2070100

Uploading diagnostic information for VMware through the Secure FTP portal (2069559)
https://kb.vmware.com/s/article/2069559

VMware Skyline Landing Page
https://www.vmware.com/support/services/skyline.html

 

About the author:

Fred started working in IT in 1992 and joined VMware in 2012 as a Technical Account Manager. He moved to VMware Premier Services in 2014 as a Support Account Manager, where he thrives servicing some of the largest VMware customers. His customers and colleagues greatly appreciate his leadership and passion.

 

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