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mplep
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Problem uploading files to Veeam Support

Post by mplep » Dec 11, 2011 8:05 am

Hi,

I have opened case 5159867 but am unable to upload logfiles. Well I can if they are a few KB, but those of a few MB or higher (nearly all then) are rejected with a message saying "The file has NOT been submitted". I've tried different browsers, PC's, Internet feeds, zipped and unzipped files. Without the logs the call is useless. Any suggestions?

Thanks

Mark

rhnb
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Re: Problem uploading files to Veeam Support

Post by rhnb » Dec 11, 2011 11:36 am

Me too. I tried several times last night to upload a support bundle which failed and then tried uploading a single job log file (2.5MB) and that failed too.

Vitaliy S.
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Re: Problem uploading files to Veeam Support

Post by Vitaliy S. » Dec 11, 2011 12:17 pm

Mark and Allan, I will let our web team know about this issue. Thank you!

mplep
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Re: Problem uploading files to Veeam Support

Post by mplep » Dec 11, 2011 2:48 pm

Support got in touch With an FTP link to use. The 96MB log zip file is now with them.

Thanks

Mark

rhnb
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Submitting log files on a case - does it ever work?

Post by rhnb » Jan 25, 2012 12:57 pm

[merged]

Has anyone ever had any joy with submitting log files when opening a case?
I've NEVER got this to work - it grinds away for 10 mins or so then 'nothing' so I have to submit the call without logs.
Tried various browsers (IE, Firefox, Chrome) - all the same.
Is it just me? If not, can something be done about it? It just adds a few more hours to the call as I know they're going to ask me for them.

Gostev
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Re: Problem uploading files to Veeam Support

Post by Gostev » Jan 25, 2012 1:11 pm

Did you notify our support engineer that there is an issue? I have forwarded this to support management just in case you did not.

rhnb
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Re: Problem uploading files to Veeam Support

Post by rhnb » Jan 25, 2012 1:24 pm

I assumed that my including a message in my call*s* along the lines of...
'uploads fail on your website call logging, so if you need them let me know asap'
and then providing access to our FTP site for them to be downloaded from would be the trigger for someone in support to think 'hmmmm - I'll let my colleagues know there's an issue with our web portal'.

See the message from Vitaliy S. above - thanking us (it isn't just me) for our messages and telling me he would let the web team know about the issue.
Maybe he forgot to tell them?

Vitaliy S.
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Re: Problem uploading files to Veeam Support

Post by Vitaliy S. » Jan 25, 2012 1:29 pm

I did spoke to our web team and that issue was fixed, anyway I concur with Anton that the fastest way to resolve it is to contact your support engineer and notify him about logs upload problem.

Gostev
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Re: Problem uploading files to Veeam Support

Post by Gostev » Jan 25, 2012 1:37 pm

I guess this depends on the level of initiative of the corresponding support engineer ;)

Anyway, I just heard back from Director of Support that they are increasing the upload size, and also working on an enhancement to provide the FTP link interactively if the file is above a certain size.

rhnb
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Re: Problem uploading files to Veeam Support

Post by rhnb » Jan 25, 2012 1:44 pm

Vitality S. said ..."I did spoke to our web team and that issue was fixed"

This must be a different issue then eh? But it's remarkably like all the other times I've not been able to upload.
Be that small or large files.

OK - well I mentioned in my call that I couldn't attach the logs so I'm hoping that will do. Meanwhile, I've got some work to do.

Gostev
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Re: Problem uploading files to Veeam Support

Post by Gostev » Jan 25, 2012 1:52 pm

Clarification from the web team on the root cause for failures:
The file size limit is 500 MB, however a web browser usually times out much sooner, depending on connection bandwidth.
So, using FTP and proper FTP client should certainly help.

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