HOW TO - Attach or upload files to a support ticket

Problem

Overview

This article provides step-by-step procedure for attaching files to a support ticket.

Procedure

Step 1 - Open the DataStax Support ticket you want to update.
Step 2 - Drag the file or files that you want to attach to the ticket to the section marked "Drag files here...":

TIP: You can optionally click the image in the file browser and select the file or files to attach to the ticket.

Step 3- Confirm that the file is uploading as shown in this example:

Step 4 - At some point, the progress bar indicates 100%, but it's not ready yet. Be patient and wait for it to complete.

Step 5 - After the file is marked "Completed" you can hit the Submit button to attach it to the ticket.

Security workaround for .tar, .zip, and .gz files

A small number of customers have reported that security protocols in their organization block transfers of certain files such as:

• Linux tarball with filename ending in .tar
• zipped files with filenames ending in .zip or .gz

As a workaround, rename the files to have a different suffix before uploading it in step 2. For example:

$ mv diagnostics.tar.gz diagnostics.override

To let us know that you've renamed the file, add a comment in the text box.

See also

KB article - FAQ - How to attach large files to a Support ticket