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How to upload large files to a JTAC Case

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Knowledge Base ID: KB23337
Last Updated: 03 Dec 2013
Version: 9.0

Summary:
JTAC often requires data to be collected (such as configuration files, tracedump data, log files, etc) and sent in for review. If the files are larger than 10MB, they cannot be attached to the case using Case Manager. The instructions below describe how to use SSH FTP to transfer the files to JTAC in a secure and reliable format.

Problem or Goal:
  • How do I attach large files to a JTAC case?
  • What files can be loaded to a Juniper case?

Cause:

Solution:

Overview

SSH File Transfer Protocol (SFTP) allows file transfers over Secure Shell (SSH) connections. SFTP transfers are encrypted as they are transported over the Internet. SFTP can be used to transfer files to Juniper’s Technical Assistance Center (JTAC), and is ideal for larger files. Although functionally similar to File Transfer Protocol (FTP), it in fact is quite different in implementation. At this time, FTP can still be used as a legacy technique to transfer files to Juniper as described in KB15585, however SFTP as described in this article is recommended due to better integration with JTAC process, as well as the transport encryption it provides.

Files uploaded to directories which match a case will be automatically attached to the case and the JTAC engineer will be notified. The initial attachment is Private so that JTAC engineer can validate the upload is associated with the case, however the JTAC engineer can then mark the attachment as Public so that it becomes visible for the customer.
The customer will not see a notification of the upload within Casemanager. If the upload is urgent, they should contact their JTAC engineer to track the transfer of the file to JTAC once the transfer is completed to the SFTP server.

Instructions:

Clients that can be used include:


Login details:
Host: sftp.juniper.net
User: anonymous
Password: anonymous

Key notes:
  • Files should be uploaded to a case specific directory,
    • e.g. for the example case 2012-0321-0722, all files should be uploaded to the directory "/pub/incoming/2012-0321-0722”.
    • NOTE: 2012-0321-0722 is just used as an example for demonstration. You should substitute your JTAC case number when uploading your files.
  • Files uploaded will be attached internally to the case and the JTAC engineer will be notified within one (1) hour of completion of transfer.
  • When JTAC reviews the attachment, they may notify the customer for confirmation. There is also the option to make the attachment visible through Casemanager.
  • If the upload has not been acknowledged by JTAC within an hour and the transfer is urgent, the customer should contact JTAC directly at (http://www.juniper.net/support/requesting-support.html).
  • Files ending in “.exe” or “.com” are NOT transferred and will be deleted from the servers.


Using SFTP on Unix or MacOS:

Note: In the following instructions, example case 2012-0321-0722 is used for demonstration.  You should substitute your JTAC case number when uploading your files.
  1. Login to the SFTP server
    unix:~> sftp anonymous@sftp.juniper.net
    Connecting to sftp.juniper.net...
    The authenticity of host 'sftp.juniper.net (66.129.230.52)' can't be established.
    RSA key fingerprint is 8b:6b:36:94:ea:6d:92:55:bb:1f:80:3e:54:ea:4d:30.
    Are you sure you want to continue connecting (yes/no)? yes
    Warning: Permanently added 'sftp.juniper.net,66.129.230.52' (RSA) to the list of known hosts.
    anonymous@sftp.juniper.net's password:
    [ENTER “anonymous” for password]
  2. Make a directory for your case uploads. These directories will be removed after one (1) day and can be re-created as needed.
    sftp> mkdir pub/incoming/2012-0321-0722

    If the directory already exist, you may see an error message such as this:
    sftp> mkdir pub/incoming/2012-0321-0722
    Couldn't create directory: Failure
  3. Change directory to your case directory.
    sftp> cd pub/incoming/2012-0321-0722

    If the directory doesn’t exist, you may see an error message such as this:
    sftp> cd pub/incoming/2012-0321-0722
    Couldn't canonicalise: No such file or directory


    You can list your case directory, but the files will be removed from it minutes after the upload completes

    sftp> ls
    sftp> dir
    sftp>
  4. Upload your file(s).
    sftp> put bigfile.enc
    Uploading bigfile.enc to /pub/incoming/2012-0321-0722/bigfile.enc
    bigfile.enc 6% 356MB 10.8MB/s 07:26 ETA

    ….
    sftp> put bigfile.enc
    Uploading bigfile.enc to /pub/incoming/2012-0321-0722/bigfile.enc
    bigfile.enc 100% 5158MB 10.8MB/s 07:58
    sftp> ls -l
    -rw-r--r-- 1 30000 30000 5409027850 Mar 19 18:39 bigfile.enc

    You can list the directory content for a short time after the upload completes, but then the file is moved on the server to a location where it is not accessible to sftp users. Here is the same listing two minutes later.
    sftp> ls -l
    sftp>

Using SFTP on a Junos router:

The above commands can also be run from a Junos router with encrypted software support.
--- JUNOS 11.4R1.6 built 2011-11-15 12:44:14 UTC
user@router> sftp anonymous@sftp.juniper.net
anonymous@sftp.juniper.net's password:
Connected to sftp.juniper.net.
sftp>

On a PC/Mac using applications such as WinSCP and FileZilla

Note: In the following instructions, example case 2010-0105-0318 is used for demonstration.  You should substitute your JTAC case number when uploading your files.

FileZilla and WinSCP are popular file transfer applications for Windows and MacOS. The instructions for these is very similar to the ones above, however it is important that the user understand that the applications may give error indications since they do not have read permission to “/pub/incoming”.

The user must specify the full path of their case directory when browsing or creating directories.
  1. In FileZilla, to start a session, enter host as sftp://sftp.juniper.net (or specify port 22). Once you’ve connected, it will remember the connection in the history for quick reference.

  2. To change remote directory to your case directory, enter the full directory into the “Remote site:” text area. If the directory does not exist, you will get an error message and you must create the directory (as indicated below in the status window in red text preceded by “Error:”).

  3. To create the case upload directory, use the action to Create Directory

  4. Specify the full path to the upload directory for the case.

  5. Error messages may appear in the status window, even though the directory is successfully created. In FileZilla you can see that the directory was created, but the error messages come from trying to read “/pub/incoming”.

  6. Navigate to the directory by entering the full path in the “Remote site:”. Files can be dropped into the case folder, or into the directory listing, as indicated by the blue arrows overlaid below.

  7. Files will be visible in the remote directory listing for a few minutes before they are moved to a location which is not accessible via SFTP.




Notes for WinSCP:

Interaction with WinSCP is very similar, the path used to navigate to the directory is presented in the “Address:” bar.


If you navigate to a directory which doesn’t exist, you will see an error window like this. In that case, you will need to create the directory before proceeding.


To create a directory, File > New > Directory (Ctrl-D) or use the Create Directory icon.



If you try to create a directory which already exists, you will see an error window, similar to below. In that case, proceed to navigate to the directory using the Address bar, as it already exists.



PDF version of this document: How to upload large files to a JTAC Case

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