How to upload files to our FTP
2018 Jan 31
ID: 12822
Method 1 - Attach the file(s) and send via email
While on the message you are reading from technical support:
- Click on Reply to All.
- Click on the Attach File option, usually looks like a paperclip icon.
- Select the file to attach.
- Click the OK, Attach, Insert or similar button.
- You should then see the name of the file you have attached near the Subject line.
- If attaching more than one file, click on Attach File again and repeat the process.
Send the message the way you normally do.
If you are unable to send the logs via email, please follow methods 2 or 3 below.
Method 2 - Upload file(s) to our FTP
We have an FTP server available for uploading diagnostic information requested by support. If there are any issues sending files via email or you did not submit your support request via My Kaspersky, you can use this FTP to upload the requested information.
- Add the requested files to an archive .
- Right-click the archive then click Rename. Rename the archive to your support request number (for example, INC000001234567).
- Press and hold the Windows logo button on your keyboard then press the letter E.
- At the top of the folder window you will see the name or the path of the folder. This is called the address bar. Type the FTP server address provided by support into the address bar then press Enter.
- When prompted, enter the username and password provided by support. Click Log On.
- An empty folder will be displayed. Drag and drop the archive with your request number into the empty folder to begin the upload. Wait for the upload to complete.
Note 1: After the upload completes, you will see your files listed in the folder. If you refresh the folder or try to access the FTP server again you will not see your files displayed. This is normal and is not an indication the upload failed.
Note 2: To upload multiple files of the same name simply add _2, _3, etc to the end of the file name. Example: INC000001234567_2.zip
Note 2: To upload multiple files of the same name simply add _2, _3, etc to the end of the file name. Example: INC000001234567_2.zip
- Inform Technical Support that the upload has completed.
Method 3 - Upload file(s) to My Kaspersky Account
Upload via FTP is needed for large files (for example, for memory dumps). To upload a file via FTP, do the following:
- Under Attach files click the link «upload files via FTP». An empty page will open with an address like ftp://myaccount.kaspersky-labs.com/<request number> (for example, ftp://myaccount.kaspersky-labs.com/313416782).
- Copy this address and paste it into Windows Explorer address bar (to open an Explorer window press the keys with the "Windows" logo + "E"). Press the Enter key.
To upload files to FTP servers on a computer running Mac OS X use free utilities, for example: Transmit, CuteFTP, Cyberduck etc.
- In another Explorer window (or in the installed application on Mac OS X) open a folder with a file you want to send.
- Copy this file and paste it into a folder with the address ftp://myaccount.kaspersky-labs.com/<request number>. Wait until the copying process is complete.
- Once the upload is finished, close the window and return to the browser window where you were creating a request. A successfully uploaded file message will be displayed in the request form (if the file hasn’t appeared, refresh the page).