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How to upload large files to a JTAC Service Request (case) using SFTP

  [KB23337] Show Article Properties


Summary:

The instructions in this article show how to use SSH File Transfer Protocol (SFTP) to transfer files to JTAC in a secure and reliable format.

Other methods to provide files to JTAC:

  1. MyJuniper Service Request Manager (MYJ-SRM) -- Web-based file upload (for files under 10 GB).  
    • Restricted-Upload option available for US Department of Defense customers and DOD partners
  2. SFTP (This document) -- when the file is over 10 GB, or if transfer using CLI directly from the source system.
  3. Email -- Only works for small files. Does not attach to case unless support@juniper.net is included as recipient with case number in subject line. 
Solution:

SSH File Transfer Protocol (SFTP) allows files to be transferred 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), SFTP is, in fact, quite different in implementation. SFTP as described in this article is recommended for transferring files to Juniper due to better integration with the JTAC process, as well as the transport encryption it provides.

Files uploaded to directories that match a service request (SR) are automatically attached to the SR. A message is added to the SR notes, and the JTAC engineer is notified, as per KB21000 - SFTP upload notification service message. Any file uploaded via SFTP is marked as Private, and will not be visible to customers as an an attached file.

Step by step instructions are provided below for the following methods:

 

Login details:

Host: sftp.juniper.net

User: anonymous

Password: anonymous

Notes:

  • Files should be uploaded to a service request (SR)-specific directory. For example, all files for a service request (SR) numbered 2012-0321-0722 should be uploaded to this directory: /pub/incoming/2012-0321-0722.

    • Be sure to use your JTAC service request (SR) ‚Äčnumber for the directory in which you are going to upload your files.

  • Uploaded files are attached internally to the case.

  • Files uploaded may take up to an hour to be visible internally (depending on file size, and system load). ‚ÄčThe JTAC engineer is notified within one (1) hour of the completion of the transfer of data; it may take longer for very large files.
  • An upload notification should be visible to the customer after the upload is complete. See KB21000 - SFTP upload notification service message. For urgent issues please contact JTAC directly for status updates.



SFTP on Unix or MacOS

In this procedure, a service request (SR) numbered 2012-0321-0722 is used. Be sure to use your JTAC service request (SR) number for the directory in which you are going to upload your files.

It is a good idea to confirm the directory you are in before uploading files using "pwd"

sftp> pwd Remote working directory: /pub/incoming/2012-0321-0722
  1. Log into 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 service request (SR) uploads. These directories are removed after one (1) day, and can be re-created as needed.

    sftp> mkdir pub/incoming/2012-0321-0722

    If the directory already exists, 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 service request (SR) directory:

    sftp> cd pub/incoming/2012-0321-0722

    If the directory does not 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

    Note: Directory listing is not allowed, you will not be able to list the files that exist in the directory. Files are removed from your service request (SR) directory minutes after the upload completes.

  4. Confirm you are in the correct directory:

    sftp> pwd Remote working directory: /pub/incoming/2012-0321-0722
  5. 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

    You will not be able to list directory contents after upload



SFTP on a Junos Router

The commands used in the procedure above can also be executed from a Junos router with encrypted software support, as shown in the example below:

--- 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>


Mac/PC File Transfer Applications such as FileZilla and WinSCP   

In this procedure, a service request (SR) numbered 2012-0321-0722 is used. Be sure to use your JTAC service request (SR) number for the directory in which you are going to upload your files.

FileZilla and WinSCP are popular file transfer applications for MacOS and Windows.

Drag/Drop method detailed below is easier.  While you can make the directory, change to it manually. You will see errors during both steps.

Note: If you do NOT use the drag/drop method described below.

  • FileZilla and WinSCP will show errors when attempting to list contents of directories.
  • FileZilla and WinSCP will display an error when attempting to create directory if it exists already.
  • You must specify the full path of your service request directory when browsing or creating directories.


FileZilla 

Download Video
  1. Create a folder on your Computer with the JTAC service request (SR) number.

  2. Move the files to upload into the directory.

  3. Open FileZilla.

  4. Enter:   sftp://sftp.juniper.net

  5. Enter anonymous for the username and password.

  6. Click Quickconnect.

  7. (Optional) Accept Key if needed.

  8. Double-click on pub folder.

  9. Drag folder to incoming.




  10. File transfers.

 

WinSCP

Download Video
  1. Create a folder on your PC with the JTAC service request (SR) number.

  2. Move the files to upload into the directory.

  3. Open WinSCP.
  4. Enter:   sftp://sftp.juniper.net

  5. Enter anonymous for the username and password.

  6. Click Login.

  7. Double-click on pub folder.

  8. Drag folder to incoming.

  9. File transfers.

 

Modification History:
2019-03-17: Updated CaseManager reference to MyJuniper.
2019-02-08: Made modifications around customer notification of attachments and added reference to KB21000 - SFTP upload notification service message.
2018-12-27: Updated CaseManager reference to MyJuniper.
2018-02-16: Removed JSFT information due to retiring of JSFT
                       Added brief note about DOD customers availability of Restricted-Upload tab on casemanager
 
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