How to upload files onto the RSA Secure FTP (SFTP) site for review by RSA Customer Support
RSA Product Set: All RSA Products Platform: RSA SFTP, RSA Link, RSA Case Management Portal
How can I upload files to RSA Customer Support if the files are too large to upload directly to my support case?
Follow the steps below to upload files to the RSA SFTP site and inform your RSA Customer Support representative accordingly.
Log in to the RSA SFTP server with Support as the username and Password1 as the password.
From the top left of the page, click the Folderslink to start navigating to the upload folder. Do not use the Wizard:
In the middle of the page, under the heading Folders and Files, click Distribution, then click Support, then click Incoming.
You should now be at the /Distribution/Support/Incoming upload folder, and the Upload form will be displayed:
Under the heading Upload a File Now... , click the Choose File or Browse button (the button label will vary depending on browser).
In the file selection window that pops up, go to the file you want to upload, select it, then click the Open button.
In the Enter any applicable notes text box, type any brief details that will identify your upload. For example, your support case number and/or a description of the specific file, such as "server1 logs".
Click the Upload button and wait for the upload to complete. Your browser will indicate that it is busy and you may see a progress indicator. For example, at the bottom left of a Google Chrome window it may show the word "Connecting...." and then change to "Uploading..." and a percentage indicator. In Mozilla Firefox, at the bottom left you may see "Waiting for sftp.rsa.com...".
When the upload is complete, at the top of the page (just above /Distribution/support/incoming/) will be a blue and white "i" icon with a small print confirmation message and upload file ID, e.g. Uploaded new file with ID #'755373560' OK.
Once all the files are on the SFTP server, either:
Email the engineer who is assigned to your support case to let RSA Support know that the requested files are now on the SFTP server, along with the names of the uploaded files; or
If you are registered for case management access, log in to RSA Link and click on My Cases in the main menu to access the RSA Case Management portal. Update your case directly, stating that the files are on the SFTP server along with the file names.
Please ignore the Upload/Download Wizard that appears on the home page. The Wizard does not work with recent browser versions. As shown in the image on step 2 above, you can optionally click Disable the Wizard to stop the option from being displayed in your browser.