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How to upload large files to a JTAC support case using SFTP

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Article ID: KB23337 KB Last Updated: 15 Sep 2021Version: 27.0
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.

Methods to provide files to JTAC:

  • Apex Support Portal
    • Web-based file upload via the case Post & Actions tab (for files under 2 GB)
    • Web-based file upload via the case Attachment tab (for files under 5 GB)
  • Email-to-case 
    • Only works for small file sizes, typically under 25MB. 
    • Important: to attach the file to the case, the email must include support@juniper.net as a recipient AND the case number in the subject line.
  • SFTP (this document)
    • Use SFTP when the file is over 5 GB (5000MB), or if transfer using CLI directly from the source system.

 

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 case number are automatically attached to the case, a message is added to the case 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 attached file.

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

 

Login details:

Host: sftp.juniper.net
User: jtac
Password: anonymous

Notes:

  • Files should be uploaded to a case-specific directory:  /pub/incoming/<your case number> OR /<your case number>

    • Be sure to use your JTAC case ‚Äčnumber for the directory in which you are going to upload your files.

  • Uploaded files are attached internally to the case.

    • Files ending in “.exe” or “.com” are not transferred, and are deleted from the servers.

  • 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 Support for status updates.

  • Alternate sftp address available if AWS hosts are blocked in your network:  sftp-eqx.juniper.net  Port: 2222



SFTP on Unix or MacOS

Note: Be sure to use your JTAC support case 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/<your case number> 
  1. Log into the SFTP server:

unix:~> sftp jtac@sftp.juniper.net
Connecting to sftp.juniper.net...
The authenticity of host 'sftp.juniper.net (54.185.155.95)' 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, 54.185.155.95' (RSA) to the list of known hosts.
Welcome to Juniper Networks!
password
Enter password for jtac
Password: [ENTER “anonymous” for password]

  1. Make a directory for your support case uploads. These directories are removed after one (1) day, and can be re-created as needed.

sftp> mkdir pub/incoming/<your case number>

If the directory already exists, you may see an error message such as this:

sftp> mkdir pub/incoming/<your case number>
Couldn't create directory: Failure
  1. Change directory to your support case directory:

sftp> cd pub/incoming/<your case number>

If the directory does not exist, you may see an error message such as this:

sftp> cd pub/incoming/<your case number>
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 support case directory minutes after the upload completes.

  1. Confirm you are in the correct directory:

sftp> pwd
Remote working directory: /pub/incoming/<your case number>
  1. Upload your file(s):

sftp> put bigfile.enc
Uploading bigfile.enc to /pub/incoming/<your case number>/bigfile.enc
bigfile.enc 6% 356MB 10.8MB/s 07:26 ETA

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:

user@router> sftp jtac@sftp.juniper.net
Welcome to Juniper Networks!
password
Enter password for jtac
Password: [ENTER “anonymous” for password]


Mac/PC File Transfer Applications such as FileZilla and WinSCP   

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

Note: Be sure to use your JTAC support case number for the directory in which you are going to upload your files.

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 (Note, the login credentials have changes; please see step 5.)

  1. Create a folder on your computer with the JTAC case number.

  1. Move the files you want to upload into the directory.

  1. Open FileZilla.

  2. Enter:   sftp://sftp.juniper.net

  1. Enter jtac for the username and anonymous for the password.

  1. Click Quickconnect.

  1. (Optional) Accept Key if needed.

  1. Drag case number folder from the local system to the root directory on sftp.juniper.net.

  1. The file(s) transfer

  1. File transfers.  

 

WinSCP

Download Video (Note, the login credentials have changes; please see step 5.)

  1. Create a folder on your PC with the JTAC case number.

  1. Move the files to upload into the directory.

  1. Open WinSCP.

  2. Enter:   sftp://sftp.juniper.net

  1. Enter jtac for the user name and anonymous for the password.

  1. Click Login.

  1. (Optional) Accept Key if needed. 

  1. Drag case number folder from local system to root directory on sftp.juniper.net.

  1. File transfers.

 

Modification History:
2021-09-15: Modified file size upload limitations
2021-08-29: Change links to point to the new Apex Support Portal
2021-07-29: Login credentials modified, updated screenshots to reflect the change. Updated case management tool links.
2020-07-15: Modified command output in SFTP on Unix or MacOS section in Solution
2020-06-19: Removed reference to MyJuniper.
2020-01-13: Added SFTP address: sftp-eqx.juniper.net SFTP Port: 2222 to Solution section
2019-09-05: Modified example steps to reference <your case ID number>, instead of 2012-0321-0722.
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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