Description

Methods to download data from Technical Support cases

File Download Methods & Instructions for Arctera Customers

Arctera Support Portal

1. Go to https://support.veritas.com/
2. Log in using your Arctera Account credentials.
3. Open Case ID: <YYMMDD-NNNNNN>
   • Example: Case ID: 230214-000001
4. Click 'Download attachments' and follow the prompts to download the data provided.
   • Example: Support > Manage Support Cases > Case Details: Download attachments

Manual (SFTP & FileZilla)

Most standard GUI based FTP clients can be used, here are example instructions if you are using FileZilla as the SFTP client:

1. Open the FileZilla client
2. Select File, then Site Manager
3. Enter the following information:
   • Host: sftp.veritas.com
   • Protocol: SFTP : SSH File Transfer Protocol
   • Username and Password: Enter your Arctera Account* credentials
4. Click connect
5. Click OK if prompted to trust this host.
6. Navigate to Case ID <YYMMDD-NNNNNN> on the Remote site.
7. Select the file(s) for download and drag them to your local site.
8. Verify Successful transfers (bottom of window).

Alternatively, you can download via command line using the host and login information supplied above.

*Note: If your email address is not associated with an Arctera Account Manager account, you will receive a second email containing a password which can be used with your email address as temporary login to the file transfer server. Temporary accounts expire after the case is closed.

Temporary Arctera Support Portal

Instructions for downloading:

1. Go to: https://mft.veritas.com
2. Login using your email address as your username. A temporary password will usually be sent to you in a separate email message.
3. Once logged in, select CASE ID: <YYMMDD-NNNNNN>
4. In Transfers section, go to the case number, click on the file to download.

If you have any questions about this process or need further assistance with your support case, please contact your support representative.