Uploading diagnostic information to VMware (kb.vmware.com/kb/1010705)

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Uploading by FTP

Note: If your files are larger than 2GB, you need to upload using the command line.

To upload 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.
  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 2GB.

  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. Make sure 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.

To upload 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.

To upload files via FTP through a command line:

  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 > Click Utilities > Click Terminal.
    • For Linux, from your X session, run the command /usr/bin/xterm 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 pasv to toggle between the active and passive modes.
    • If your FTP client defaults to ASCII transfer mode, type bin to enable binary transfers to preserve the integrity of the files.
  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.

  6. Change your working directory to the remote directory that you created; run 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 then erase the file name while keeping the directory path.
  8. To upload a file from the local directory to the remote directory, run:

    put <FILENAME>

    where <FILENAME> is the name of the file you are uploading.

    Notes:

    • If you are using Windows, you may include the file path with the file name. If your path includes spaces, be sure to 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 towebform@vmware.com and make sure that the subject line contains:

    VMware Support Request SR# <YOUR SUPPORT REQUEST NUMBER>

2 thoughts on “Uploading diagnostic information to VMware (kb.vmware.com/kb/1010705)

    Today's Linux Server LinksNine OM said:
    July 9, 2012 at 8:22 am

    […] Uploading diagnostic information to VMware (kb.vmware.com/kb/1010705) Uploading by FTP Note: If your files are larger than 2GB, you need to upload using the command line. To upload via the FTP portal using your web browser: […]

      iswarade responded:
      July 10, 2012 at 3:48 pm

      Thanks for updated.

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