How to send large files to Support

If your file is less than 20MB in size, you can attach it to the ticket directly. If you have access or can easily get access to a Dropbox account, you can attach it to the ticket via FreshDesk's Dropbox integration. See How to find logs (search for "How to attach your logs to a ticket") for more details on these two options.

If Dropbox is blocked at your company, but you have a secure file transfer service your company trusts, you can send us the file(s) with that (as long as you can grant us access to it). If you don't, you can send large files to us with our SSH File Transfer Protocol (SFTP) server.

Getting added to our SFTP server

To be added to our SFTP server, you need to send your public SSH key and IP address to Support in a support ticket. If you already know how to do this, you can stop reading and do that now. If you here are instructions on how to do that.

Find your SSH key

If you don't already have an SSH key pair, follow these steps to generate it.

Windows

1. Download and install Git Bash.
2. Generate an SSH key.
   1. Open Git Bash.
   2. Run the following command: ssh-keygen -t rsa -b 4096 -C "your_email@example.com"
   3. When prompted to "Enter a file in which to save the key," press Enter. This will save the key in the default location (~/.ssh/id_rsa).
   4. When prompted for a passphrase, you can either enter a passphrase or leave it empty by pressing Enter.

Mac/Linux

1. Open the terminal.
2. Generate an SSH key.
   1. Run the following command: ssh-keygen -t rsa -b 4096 -C "your_email@example.com"
   2. When prompted to "Enter a file in which to save the key," press Enter. This will save the key in the default location (~/.ssh/id_rsa).
   3. When prompted for a passphrase, you can either enter a passphrase or leave it empty by pressing Enter.

From there, you can display your public key with cat ~/.ssh/id_rsa.pub. Copy that and send it to Support along with your IP address (see below).

Find your IP address

Go to whatismyip.com and copy "My Public IPv4". Send this to Support.

Adding files to our SFTP server 

After you send us your public key and IP address, we'll have to add you to the SFTP server. Once we do, the Support agent you were in contact with will tell you the IP address of the SFTP server, and then you can connect to it with this command:

sftp -i ~/.ssh/[your private key] [your company]-sftp@[IP address of SFTP server]

Your terminal prompt will change to sftp>. You can upload a file to this server with the following command:

put /path-to-file-on-local-machine /files

This will upload the file to the /files folder in your dedicated SFTP server folder. From there, Support will be able to download your file and continue troubleshooting your issue.

Windows users

If you use Windows, you can install SFTP on your machine by following this article, or you can use a FTP client like FileZilla.