How to Upload Diagnostic Information to Arcserve Website Using FTP

You can upload any logs or files to the Arcserve support FTP using a file transfer protocol (FTP). However, users (the ticket requester) can enable the FTP link during the initial ticket creation process or while updating the ticket online. Once enabled, FTP generates the FTP link with login credentials. This information is provided to the user through an automated email. You can use the user name and password sent through automated email to upload and download files from FTP.

When you log into FTP using ftp://supportftp.arcserve.com, the Home folder is displayed. If you create a ticket in Arcserve Support portal, a sub-folder is created with the ticket number within the Home folder. For example, if you create a ticket having the ticket number Ticket-00XXXX30, a sub-folder named Ticket-00XXXX30 is created in the Home folder.

ftp://supportftp.arcserve.com/Ticket-00XXXX30/

User Name and Password: Use auto generated username and password that is sent through automated email.

Folder: Ticket-00XXXX30

Note: For Japanese users, the password is the requester’s email address without the domain name. For example, if registered email address is abc@yahoo.jp, the password is abc.

When the ticket is resolved, the FTP server receives a notification. The folder is then compressed and the original folder is deleted. The compressed folder is available for the next three months and later gets deleted permanently.

Important! Do not share your user name with others.

To upload any files to the Arcserve website using FTP, follow these steps:

  1. Either the ticket requester (user) or Arcserve Support agent logs into Arcserve Support portal and creates a support ticket.
  2. The Arcserve Support agent or the ticket requester selects the check box in the support ticket and updates the ticket.
  3. An FTP link is automatically generated for the FTP Home folder. The permission is set exclusively for the requester who opened the ticket.
  4. For example, the following folder is your FTP folder:
  5. ftp://supportftp.arcserve.com/<Ticket_number>
  6. Once the FTP link is created, Arcserve Support sends an email with the FTP link and the login credentials to the ticket requester (user) automatically.
  7. The user logs into the FTP link and uploads the files.
  8. You have successfully completed the process of uploading files to Arcserve FTP server.