How to Attach Files to a Veeam Support Case

1. Sign In to the My Account portal.

2. Expand the Support section
   
3. Click My Cases

4. Locate the Support Case you are adding logs to and click Update case

5. On the Case Summary page click Add logs

6. On the "Add attachments to case" page, ensure the correct Log storage location is selected using the drop-down box. Select the bucket location nearest to you.

7. Drag & Drop files into the "Upload files" box or click the choose files link to open a file selector.
   
   Note: There is a maximum individual file size limit of 5GB. If you need to upload a file larger than 5GB either (a) use SFTP method described in the other attachment option section of this page or (b) split the single file as described here.

8. After you have selected a file to be uploaded a completion percentage will be shown as the file uploads.

9. Once the upload has been completed, the Submit button will change from grey to green, indicating that you are ready to proceed. Click Submit to attach the file to the case.
   

More information regarding WinSCP usage can be found here: https://winscp.net/eng/docs/guide_connect.

1. Locate the SFTP link for your case by clicking Update Case in the My Cases view.

2. If you have WinSCP installed and it is set as the default application for handling SFTP protocol, simply click on the link, and your browser will open WinSCP and connect. (If this works, skip to step 5, if not, go to the next step.)

3. If WinSCP is not associated with the SFTP protcol you will need to right-click on the SFTP Link and copy it to the clipboard.

4. Open WinSCP and paste the SFTP information into the "Host name:" field in the WinSCP Login screen. It will auto-populate the necessary fields.
   
5. Click Login

1. Locate the SFTP link for your case by clicking Update Case in the My Cases view.

2. Right-click on the SFTP Link and copy it to the clipboard.

3. Paste the SFTP link with username and password embedded into the text editor of your preference.
   
   The SFTP link will be formatted as: sftp://ftp00000000:p455w0rd@us.sftp.veeam.com
4. Reformat the text to remove the :password so that it is only username@sftpserver
5. Open an Administrative Command Prompt and enter the command:

   sftp username@sftpserver
   

6. If prompted to trust the RSA key fingerprint of the sftpserver, enter yes, and hit enter.
   Note: The letters you type will not appear in the CLI.
7. When prompted, paste the password and hit enter.
8. Once connected, the prompt will change to show

   sftp>
   

9. Use the put command and the full path to the file that needs to be uploaded.