000013130 - RSA NetWitness Technical Support script (nwtech.sh) output is too large to upload to a Salesforce case

Document created by RSA Customer Support Employee on Jun 16, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000013130
Applies ToRSA NetWitness NextGen
RSA Security Analytics
Script: nwtech.sh
IssueRSA NetWitness Technical Support script (nwtech.sh) output is too large to upload to a Salesforce case.

The technical support script (nwtech.sh) increasingly creates very large files that are too large to upload directly to Salesforce.com cases.

If the file is less than 10MB you may email it to us through the case notes. 

If the file is less than 25MB it may be attached directly to this case through case management. 

If the file is greater than 25MB please use the instructions below to send the file to us through our SFTP site. Run the script and send the results to us.

1. Open a browser to https://sftp.rsa.com and sign in with the following credentials:
Username: Support
Password: Password1

2. Once logged in, one will be placed in the "support" directory. From there click on the "incoming" link to navigate to the incoming directory.

3a. There will be an option to install an upload/download wizard. It is highly recommended that for large transfers the download wizard is used. IE
requires an ActiveX install; Firefox, Safari and Chrome use a Java installer. For the Java installer to work Java v1.5 or higher needs to be installed.
The ActiveX control should install automatically. If it doesn't then the user should add https://sftp.rsa.com to their trusted sites and try again.

Inside the incoming directory users will be able to see folder names but they will not be able to see any files.

If the upload wizard has been installed, there will be a link that says "CLICK HERE to launch the Upload Wizard...". From there, browse to the file or
folder or drag and drop the file or folder into the Upload Wizard dialog box and hit "upload".

3b. If you do not want to install the Wizard then there will be a button to browse to the file and another to upload. Using this method will not give
any kind of progress bar but there will be a notification at the top of the page once the upload has completed successfully.

4. Once the file has been uploaded, update RSA Support with the filename or the upload ID that can be noted from the returned page.

If you are unsure of any of the steps above or experience any issues, contact RSA Support and quote this article ID for further assistance.

Legacy Article IDa61746