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How to upload diagnostic files to Technical Support
Technical Articles ID:   KB50534
Last Modified:  5/24/2019
Rated:


Environment

All McAfee products

Summary

If you have an open Service Request with Technical Support, you might be asked to upload files to help your support technician. This article describes how to upload these files to the McAfee server.

Solution

The best way to upload your files is to attach them directly to the Service Request in the ServicePortal. This method uses the HTTPS protocol. It supports files up to 30 GB. This method of upload has the following advantages:
  • If interrupted, the upload can be continued by simply uploading the same file again on the same Service Request.
  • It is an encrypted upload method.
  • It allows you to add comments for the files, that provide context for the support technician to speed up the resolution of your issue.
To attach files to a Service Request in the ServicePortal:
Use either of the following options.

To attach files to a Service Request using the ServicePortal upload option:
  1. Go to https://www.mcafee.com/upload.
  2. Enter the Service Request number for the file to be uploaded to.
  3. Either drag and drop the file or click Select One and browse to the file.
  4. Click Upload and Attach File to start the upload.
  5. Repeat these steps for each file you want to include.
To attach files to a Service Request when viewing the Service Request:
  1. Log on to the ServicePortal at https://support.mcafee.com.
    • If you are a registered user, type your User ID and Password, and click logon.
    • If you are not a registered user, click Register and complete the required fields. Your password and logon instructions are emailed to you.
    • If you do not know your password, click Forgot Password, then type your email address in the User ID field, and click Submit. You receive a reset password email.
  2. Click the Service Requests tab to view your Service Requests.
  3. Find the open Service Request for the issue with either the Search by SR Number option or by browsing the list.
  4. Click the Service Request number link to open the Service Request.
  5. Locate the Diagnostic Attachments and Session IDs section.
  6. Either drag and drop the file or click Select One and browse to the file.
  7. Type your comments for the technician in the Comments field.
  8. Click Upload and Attach File to start the upload.
  9. Repeat steps 6–8 for each file you want to include.

If your company requires you to use another protocol, you can use one of the following upload methods instead. There is no upload limit. The following sections include instructions to upload files using each method.

IMPORTANT:
  • A folder for the Service Request is created for you on the McAfee server. This location is exclusively for use with the logged Service Request and can't be used for uploading unrelated information.
  • For security reasons, it is not possible to browse the server or to list the contents of directories.
  • Uploads are not allowed to the root directory.

To upload files via SFTP - an encrypted upload method:
SFTP might require the use of a third-party client such as FileZilla or WinSCP.
  1. Use the following information to connect to the McAfee server:
  • URL: support-sftp.mcafee.com
  • Port: 22
  • Username: ANONYMOUS
  • Password: No password is required
  1. Change to the folder named with the Service Request number.
  2. Upload the files.

To upload files via SCP - an encrypted upload method:
SCP might require the use of a third-party client such as WinSCP.
  1. Use the following information to connect to the McAfee server:
  • URL: support-scp.mcafee.com
  • Port: 22
  • Username: ANONYMOUS
  • Password: No password is required
  1. Change to the folder named with the Service Request number.
  2. Upload the files.

To upload files via FTP - not an encrypted method:
Customers are advised not to use this method because the data is not encrypted. For more information about using the ftp command, type ? at the FTP prompt.
  1. Connect to the McAfee server
    1. Press Windows+R, type ftp, and click OK.
    2. At the FTP prompt, type open support-ftp.mcafee.com and then press ENTER.
    3. When prompted for a Username, type anonymous, and then press ENTER.
    4. When prompted for a Password, press ENTER.
  2. To upload files in binary mode, type binary, and then press ENTER.
     
    NOTE: Sending files in binary mode ensures additional transfer reliability.
     
  3. To turn on hash mode, type hash, and then press ENTER.

    NOTE: Hash marks generally appear as a pound sign (#).

    If this option is enabled, hash marks are displayed on the screen as files are transferred, to inform you of the progress of the file transfer. This option also allows you to verify that your connection has not stopped responding.
     
  4. To select the appropriate directory, type cd <Service Request number>, and then press ENTER.

    Example: cd 1-212345678

     
  5. To upload a file, type put <file_name.zip>, and then press ENTER.

    Example: put screenshots.zip

     
  6. Repeat the previous step for each file to be uploaded. You are returned to the FTP prompt (ftp>) when the file upload is complete.
  7. To exit the FTP program, type bye and then press ENTER.

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