KB484021: How to provide files to Technical Support using the SFTP site

The Strategy SFTP site can be used to provide files to Strategy Support. It is especially useful for transmitting large files, such as core and dump files, which are generated as a result of an Intelligence Server crash. The SFTP Filedrop may be required for special file types, such as

MSIReg.reg

• Use a web browser to navigate to the SFTP site: https://sftp.microstrategy.com/filedrop/support/authenticate.
• Enter a password, provided by a support team member, for authentication.
  

• Click Authenticate.
• In the email template, fill out the required fields.
  

• It is critical that the correct ServiceNow Case ID is provided on the email template, as the field is used to associate the provided file to the correct ServiceNow case, and notify the assigned engineer. 
  

• Add your files. Strategy recommends compressing your files prior to upload.
• Click Send.
  
  Wait for the file transfer process to complete before shutting down your machine or breaking connection. Note that if the host machine shuts down or loses connection during the transfer process, the file may be rendered unusable by Technical Support. The amount of time needed for a successful file upload is dependent on the size of the file being uploaded. Large files, such as 100GB or larger, may take several hours to upload.
   
  Once the file has been successfully transmitted, the assigned Technical Support Engineer will be notified through the ServiceNow case.