Introduction

Many technical support cases require additional information to understand and resolve the situation. This information typically includes information about the product's configuration and operational log files, as well as system settings and environment. Technical Support also provides product-specific tools to collect information from your environment for support use. Here you will find various methods available and links to specific instructions.

All data you upload must be associated with a technical support case number for tracking and auditing purposes.

General method

These methods allow you to upload and download a small number of files directly into an existing technical support case. Below is a list in order of ease of use and preference.

•  Transfer files directly to an existing case using your existing Veritas Account credentials in the MyVeritas web portal.
• Transfer files directly using the file transfer website (https://mft.veritas.com).
• Transfer files directly using SecureFTP (sftp://sftp.veritas.com).
• Transfer files during an active Webex support session.
• FTP to a specified folder using the credentials provided by technical support.

If you are not sure which method is right for you, please contact your technical support engineer. File transfer websites and sftp methods require case activation. Check with your technical support technician for more information.

For larger configurations, use sftp with the Filezilla program or one of the product-specific methods listed below.

Provided information

Submit only information directly related to your technical support case. Product, network, and operating environment configuration files, log files, and error messages from the time the issue occurred are also relevant. If you are not sure which file to send, please contact your technical support engineer.

Other product-specific methods

Information not normally sent using the above method

Please obtain consent from a Veritas technical support engineer before transmitting any of these types of data.

• Sample of malicious code. Suspicious files attached to technical support cases are deleted without verification for security reasons.
• Password file (encrypted or not)
• Databases or files containing financial accounting information, material information, confidential information or personal information
• Extended log file for non-problem response time
• Very large files over 100 GB

How to use provided data during technical support case progress

The support data you provide will be used to manage the progress of your technical support case. Such data may be shared among worldwide technical analysis and engineering departments for the product. Data is also used to understand how Veritas products operate in your environment. Your product configuration and conditions may be replicated in our in-house validation lab. Log files may be processed and elements thereof may be extracted and used for training purposes within the case. In particular, collected data about network performance is processed by AppCritical. Anonymous data and other derivatives are used for research and training purposes. Provided data for a particular case is typically taken offline within 20 days of the case's original closing date and archived for up to 6 months.

Link to specific method:

Customer Support  (account and password management assistance)
MyVeritas  (direct upload to case)
Filezilla  (GUI-based third-party file transfer software)
PSFTP  (third-party command line software for Windows x86)
Enterprise Vault with Veritas QuickAssist How to view your scan results and fix issues
How to upload Clearwell eDiscovery system logs to Veritas Support