Uploading diagnostic information for VMware using FTP (KB: 2070100)

Purpose

To address a Support Request, VMware technical support requests diagnostic information from the VMware products. This article provides procedures to upload diagnostic information to VMware using FTP.
 
Note: To upload diagnostic information using the Secure FTP portal, see Uploading diagnostic information for VMware through the Secure FTP portal (2069559)

Resolution

Rating: 5/5

Uploading diagnostic information to VMware using FTP includes these methods:

Notes:

  • If there are several log files, VMware recommends that you create a single ZIP, TAR or TGZ file and upload that. The single file makes the process more efficient.
  • If your files are larger than 2 GB, you must upload using the command line.

Uploading via the FTP portal using your web browser

  1. Go to https://ftpsite.vmware.com/.
  2. Enter this information:

    Username: inbound
    Password: inbound

  3. Ensure that HTML is selected.
  4. Click Login.
  5. Click New Directory.
  6. Enter your Support Request number in the field and click OK. If you receive an error that the file already exists, proceed to the next step.

    Notes:

    • Ensure to enter a valid 11 digit SR number as the directory name.
    • Ensure that the directory name does not contain any special characters, such as space, “, “ , # , or $.

  7. Click Change Directory, enter your Support Request number in the field, then click OK.
  8. Click Add, select the files you would like to upload to VMware Support, then click Open.

    Repeat this step for any additional files.

    Note: Files must be smaller than 2 GB.

  9. Click Upload.

    You are notified when the upload completes.

  10. Notify the Technical Support Engineer that the logs have been uploaded:

    1. Send an email to webform@vmware.com
    2. Ensure that the subject line contains:

      VMware Support Request SR# YOUR_SUPPORT_REQUEST_NUMBER

    Click here to open an email with the necessary fields populated. Replace YOUR_SUPPORT_REQUEST_NUMBER in the subject line with your Support Request number.

    Or you can update the support request through My VMware with a note indicating you have uploaded files via FTP.

Note: When uploading with Internet Explorer 10/11, you may have to switch to compatibility mode.


Uploading via the FTP portal using the command line

Notes:

  • Ensure that you have your Support Request number. This number is provided to you when a Support Request is created.
  • After uploading the diagnostic data, you cannot see the file listing on the server because directory listing is disabled for security reasons.
  1. Open a terminal window to a command line shell:

    • For Windows, click Start > Run, type cmd and press Enter.
    • For Mac OS, click Applications > Utilities > Terminal.
    • For Linux, from your X session run the /usr/bin/xterm command, or open your preferred terminal emulation application.

  2. From the command line shell, run the command:

    ftp ftpsite.vmware.com

  3. Enter this username and password when prompted:

    Username: inbound
    Password: inbound

    Note: The password is not echoed on the screen. Authenticating using this username and password allows you to put files on the site. You cannot delete, move, rename, or modify any files, including the files you upload.

  4. Enable the correct mode for the transfers:

    • If you are using Mac OS, type epsv to disable extended passive mode.
    • If you are using Windows, type quote pasv to toggle between active and passive mode. In Windows, passive mode is required.
    • If your FTP client defaults to ASCII transfer mode, type bin to enable binary transfers to preserve the integrity of the files.

      Note: If you want to monitor the progress of the transfer, type hash at the command prompt prior to initiating the transfer. In Windows, the output looks similar to:

      ftp> hash
      Hash mark printing On ftp: (2048 bytes/hash mark).

  5. Create a remote directory on the FTP site for uploading your diagnostic information files. Run the command:

    mkdir YOUR_SUPPORT_REQUEST_NUMBER

    Caution:

    • When making this directory, use only the Support Request number. Do not preface the number with anything. For example, do not use SR########## , as the SR prefix affects the tools used by support to access these files once uploaded. For example, use – mkdir 12345678910
    • If the directory was previously created, mkdir will report errors. Simply continue on to the next step.

  6. Change your working directory to the remote directory that you created by running this command:

    cd YOUR_SUPPORT_REQUEST_NUMBER

  7. Change the local directory to the folder that contains the files you wish to upload. If the full path is not specified, the path used defaults to the path from where you executed ftp . Run:

    lcd FULL_LOCAL_PATH

    Notes:

    • In Windows, this step is optional. The full path can be specified in the next step, at the time of the file transfer. If your path includes spaces, be sure to enclose the entire path within quotation marks.
    • In Mac OS and Linux, you must use the lcd command to navigate to the directory on your system where the file is saved. If your path includes spaces, be sure to escape each space with a backslash before it. Alternatively, you can simply drag the file into the terminal window and erase the file name while keeping the directory path.

  8. To upload a file from the local directory to the remote directory, run:

    put YOUR_LOG_FILE_NAME

    where YOUR_LOG_FILE_NAME is the name of the file you are uploading.

    Notes:

    • You can also use mput * to upload all log files from the current local directory.
    • If you are using Windows, you may include the file path with the file name. If your path includes spaces, ensure you enclose the entire path within quotation marks. Alternatively, you can simply drag the file into the terminal window.
    • If you are using Mac OS or Linux, and your path includes spaces, be sure to escape each space with a backslash before it or enclose the entire path within quotation marks. Alternatively, you can drag the file into the terminal window.

  9. To close the FTP session, type bye and press Enter.
  10. Notify the technical support engineer that the logs have been uploaded. To do this, send an email to webform@vmware.com and ensure that the subject line contains:

    VMware Support Request SR# YOUR_SUPPORT_REQUEST_NUMBER

    Or you can update the support request through My VMware with a note indicating you have uploaded files via FTP.

Additional Information

There are many third-party GUI-based FTP clients that run on multiple platforms. These clients are able to perform the operations in this article using an intuitive GUI interface. Feel free to use the FTP client of your choice.

Some platforms also have integrated FTP capabilities. For example, Microsoft Windows allows FTP through Windows Explorer. Using ftp://inbound:inbound@ftpsite.vmware.com/ as the address will open the FTP site as if it were a local Windows folder.

FileZilla is a popular third party FTP client.

To upload log files to the VMware FTP using FileZilla:

  1. Open the FileZilla client.
  2. Set the transfer mode to binary:

    Go to the Transfer menu > Transfer type > Binary

  3. Go to the File menu > Site Manager.
  4. Add the VMware FTP site to My Sites using the Site Manager. The credentials are:

    Address = ftpsite.vmware.com
    Logon Type = normal
    User = inbound
    Password = inbound

  5. Click Connect.
  6. Change to the correct destination directory for your Support Request:
    1. If this is the first time you are uploading files to the VMware FTP for this case, create a directory in the root of the VMware FTP. To do this, right click the root directory on the remote site in the right pane and choose Create directory.
    2. If this is not the first time you are uploading files for this case, proceed to the step 7.

  7. Change to your SR directory using the Remote site field.
    For example:

    Remote site: /12345678901

    Notes:

    • For security reasons, you do not see any files or directories on the VMware FTP server, including files you have uploaded.
    • The destination directory should contain numbers only. Do not enter letters or other characters.


  8. Once you connect to the correct destination directory, browse to the location of the log files on your local system using the file browser in the left pane or enter the full path in the Local site field.
  9. Right click the file and select Upload to start the transfer.
  10. Monitor the transfer progress in the Queued files pane.
For further guidance, see the FileZilla screen shots in the 1008525_FZ_screenshots.zip file attached to this article.

See Also


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