Uploading Files to Oracle Support

Updated: April 9, 2014

1. Introduction
a. Purpose
b. Recommended file upload methods
2. Quick Start Guide
3. Requirements to Upload files (including setup and configuration)
a. MY ORACLE SUPPORT User
b. Valid Support Identifier / Asset Serial Number
c. Upload Client
d. Communication with Oracle MY ORACLE SUPPORT
4. Uploading Files
a. MY ORACLE SUPPORT File Upload
b. DIAGNOSTIC ASSISTANT
c. FTPS
d. HTTPS
e. SFT
5. FAQ
6. References

1
 Introduction

In the course of getting service from Oracle on specific technical issues and getting proactive
advice on product configurations and use, you will need to upload diagnostic and configuration
files to My Oracle Support. This can be accomplished in several ways depending on the intended
use of the data (for SR resolution, proactive advice), file size (less than 2GB, greater than 2GB),
customer process choices (manual, scripted), and customer policies.

Several upload methods current exist in production:

 MY ORACLE SUPPORT File Upload

 FTPS (not SFTP) & HTTPS to MOS File Upload Service (NEW)
 Supportfiles - (being decommissioned April 2014)
 Diagnostic Assistant (ENHANCED TO USE MOS FILE UPLOAD SERVICE)
 Oracle Configuration Manager
 Secure File Transfer

Oracle continuously strives to improve quality of service, security, and data handling. To support
that effort, we are making changes to the way we receive Customer data by establishing a
common corporate data transport capability using two standard secure protocols. This will
provide secure and reliable file upload capability in addition to the current capabilities listed
above.

Benefits of the new solution include allowing uploads of files as large as 100GB and should
provide an easier and faster upload experience.

This will likely impact any scripts that you utilize today for unattended or scheduled uploads and
may also require changes to your external firewall policies depending on the service that you
choose.

The decommissioning of Supportfiles in April 2014 will also require a shift to alternative transport
methods. Secure File Transfer (SFT) should be used for all pro-active uploads that are currently
using Supportfiles. Note that SFT requires MY ORACLE SUPPORT Single Sign-on credentials,
eliminating anonymous uploads.

This document provides information on how to upload data, tools available for your use, and
configuration and usage instructions.

View the Oracle Support Transport Consolidation presentation (updated FEB 5, 2014) and “Uploading
support data to Service Requests” video for additional details.

2
Use Case Method Considerations Recommendations

Service Request - MY ORACLE Requires MY ORACLE MY ORACLE SUPPORT

less than 2GB file SUPPORT file SUPPORT credentials with SR File Upload for MY
size upload create and update permissions. ORACLE SUPPORT
users.
Must log into MY ORACLE
SUPPORT. MOS File Upload
Limited to files less than 2GB. Service for sysadmin /
command line users.

Diagnostic Assistant Requires MY ORACLE

SUPPORT credentials with SR
create and update permissions
on a Support Identifier (SI) in the
same organization as the SI of
the SR.
Runs in a terminal (command
prompt) with menu driven and
command line options. Uploads
to MOS File Upload Service via
https. Available for Solaris, Linux
and Windows.

MOS File Upload Requires MY ORACLE

Service SUPPORT credentials with SR
create and update permissions
on a Support Identifier (SI) in the
same organization as the SI of
the SR.

Uses industry standard, free

opensource clients such as
Command line URL (cURL) and
Filezilla and industry standard
secure transports, FTPS (not
SFTP) and HTTPS.

Secure File Transfer Requires MY ORACLE

(SFT) SUPPORT single sign on (SSO)
credentials for setup and
credentials with SR create and
update permissions on a Support
Identifier (SI) in the same
organization as the SI of the SR.

3
 Command line interface does not
require logging into MY ORACLE
SUPPORT.

Uses Oracle client.

Requires Explorer to be installed.

Requires Oracle Automated

Service Manager (OASM).

Service Request - Diagnostic Assistant Requires MY ORACLE Available as part of RDA

greater than 2GB SUPPORT credentials with SR and Service Tools
file size create and update permissions Bundle.
on a Support Identifier (SI) in the
same organization as the SI of
the SR.

Runs in a terminal (command

prompt) with menu driven and
command line options. Uploads
to MOS File Upload Service via
https. Available for Solaris, Linux
and Windows.

MOS File Upload Requires MY ORACLE MOS File Upload

Service SUPPORT credentials with SR Service
create and update permissions
on a Support Identifier (SI) in the
same organization as the SI of
the SR.

Uses industry standard, free

opensource clients such as
Command line URL (cURL) and
Filezilla and industry standard
secure transports, FTPS (not
SFTP) and HTTPS.

Can upload files up to 100GB

Uses FTPS (not SFTP) or
HTTPS clients.

Secure File Transfer

(SFT) Requires MY ORACLE
SUPPORT single sign on (SSO)
credentials for setup and update

4
 permissions on a Support
Identifier (SI) in the same
organization as the SI of the SR.

Command line interface does not

require logging into MY ORACLE
SUPPORT.

Uses Oracle client.

Requires Explorer to be installed.

Requires Oracle Automated.

Service Manager (OASM).

Proactive Advice Supportfiles Supportfiles will be Convert from

- Oracle Sun decommissioned in April 2014. Supportfiles to Secure
Systems Analysis File Transfer before April
(OSSA) 2014

Secure File Transfer Requires MY ORACLE

SUPPORT single sign on (SSO)
credentials for setup and update
permissions on a Support
Identifier (SI) in the same
organization as the SI of the SR.

Command line interface does not

require logging into MY ORACLE
SUPPORT.

Uses Oracle client.

Requires Explorer to be installed.

Requires Oracle Automated

Service Manager (OASM).

Proactive Advice Oracle Configuration Requires MY ORACLE Use latest version

- Oracle Manager (OCM) SUPPORT single sign on (SSO)
Configuration credentials for setup.
Manager (Patch
recommendations
and configuration
health checks)

5
Quick Start Guide
1. Requirements

a. MY ORACLE SUPPORT user id with create and update SR permissions

b. Valid Support Identifier

c. Upload client (FTPS or HTTPS) for upload of greater than 2GB files

d. Access to connect to the MY ORACLE SUPPORT servers

e. Do not encrypt or password protect file before transport. Files are encrypted in transport
and at rest.

2. Uploading Files

Use Case Upload method Instructions

Attach less MY ORACLE To upload a file to an existing SR, click the link for the SR in one of the
than 2GB files SUPPORT file upload: SR regions.
to a Service This remains a method
Request (SR) for uploading files less or
than 2 GB. These
To upload a file while creating an SR, complete Step 2 of the Create
methods are not
Service Request flow.
changing with the
release of the new then
upload solution
Click Add Attachment. You can upload a recommended file or another
file.

In the Attach File window, click Browse, select the file that you want to
attach, and then click Attach File.

For more information on this see MY ORACLE SUPPORT online help:

http://docs.oracle.com/cd/E25290_01/doc.60/e25224/srhome.htm#autoI
d20

6
Attach files to Diagnostic Assistant DA 2.2 (included w/ RDA/Explorer/STB 8.02) now supports uploads via
a Service https to MOS File Upload Service
Request,
including files DA can be used either via menus, explorer, or the command line to
greater than upload
2GB
Run diagnostic assistant menu:

/<linux/solaris rda home>/da/da.sh menu or \<win rda

home>\da\da.cmd menu

Select:3 RDA, OCM, ADR, SR Creation/Packaging, and MOS Tools

Select:4 Package, Upload Diagnostic Files

Select:7 Upload File Package To SR

You will then be prompted for your SR, credentials, and the file

To use DA to do a command line upload:

da.sh upload -p sr=<SR Number> file=<path to file>
NOTE: Where it says “<sr_number”, only include the SR
number, not the “<>“

To use DA to upload with explorer

explorer -w default -T DA -SR <SR number>

For more information on DA see: Oracle Support Document 201804.1

(Diagnostic Assistant: General Information)

7
Attach files to New MOS File Upload FTPS SR File Upload Using CURL - Example:
a Service Service
Request, $ curl -T <path_to_file> -u “<user>“
including files FTPS Client - ftps://transport.oracle.com/issue/<sr_number>/
greater than Recommend:CURL for
unix/linux and Filezilla NOTE: Where it says “<sr_number”, only include the SR
2GB
for Windows number, not the “<>“ and be sure to include final “/”

Or For security reasons, it is recommended that you leave the password

out of the command and be prompted to enter the password
HTTPS -using CURL
Using Filezilla
Note: Other FTPS and
HTTPS clients can be
used. See section 6.

 Set “transport.oracle.com” as the host and supply the

appropriate credentials.

 Specify “Passive” as the “Transfer mode” on the “Transfer

Settings” tab.

 You can also specify an HTTP or SOCKS proxy via Edit-

>Settings.

 After connecting, double-click on the “issue” directory. Drag-

and-drop the file into the relevant SR directory

HTTPS SR File Upload Example:

$ curl -T <path_to_file> -o <output filename> -u “<user>“

“https://transport.oracle.com/upload/issue/<sr-number>/”

NOTE: Where it says “<sr_number”, only include the SR

8
 number, not the “<>“ and be sure to include final “/”

Or if you choose to add the file name this will also work:

$ curl -T <path_to_file> -o <output filename> -u “<user>“

“https://transport.oracle.com/upload/issue/<sr-number>/<filename>“

NOTE: Where it says “<sr_number”, only include the SR

number, not the “<>“ and be sure to include final “/”

9
Attach greater Secure File Transport Start the SFT client
than 2GB files (SFT)
to a Service Enter: explorer -sr {SR number} -options where {SR number} is the
These methods are not Support Service Request (SR) number.
Request (SR)
changing with the Oracle Secure File Transport User's Guide
release of the new
upload solution,
however the SSO (MY
ORACLE SUPPORT
login) must be
associated with a
Support Identifier with
SR Create/Update &
Support Identifier must
be in the same
organization as the
Support Identifier of the
Service Request.

Periodic Secure File Transport Configure SFT client

upload of (SFT)
Explorer files Configure the HTTP/ HTTPS Listener to receive files from Explorer
for proactive These methods are not
changing with the See Oracle Secure File Transport User's Guide for more details
advice or
intending to release of the new
use Oracle upload solution
Sun System however the SSO (MY
Analysis ORACLE SUPPORT
(OSSA) login) must be
Reports associated with at least
one Support Identifier
with SR Create/Update

Upload of Oracle Configuration See Oracle Configuration Manager Quick Start Guide for details
Configuration Manager (OCM)
files for
Proactive These methods are not
recommendati changing with the
ons (other release of the new
than OSSA) upload solution

10
Requirements for Uploading Files (including setup and configuration)
a. MY ORACLE SUPPORT user id with create and update SR permissions

i. Create and Update SR permissions must be granted by the appropriate Customer

User Administrator (CUA) for each Support Identifier to users wishing to upload files

ii. For reactive SR file uploads the Support Identifier must be in the same organization
as the Support Identifier associated with the Service Request

b. Valid Support Identifier / Asset Serial Number

c. Install client (Diagnostic Assistant, FTPS, HTTPS or SFT) for upload of all size files, including
greater than 2GB files. Diagnostic Assistant uses HTTPS to upload to MOS File Upload
Service.

Diagnostic Assistant

Diagnostic Assistant is included with Remote Diagnostic Agent (RDA) and Service Tools
Bundle (STB), which includes RDA. For upload to transport, version 8.02 or later of t STB or
RDA is needed.

For more information about RDA (including how to acquire), please see:
Oracle Support Document 314422.1 (Remote Diagnostic Agent (RDA) - Getting Started)

For more information about Service Tools Bundle for Solaris (including how to acquire),
please see:
Oracle Support Document 1153444.1 (Oracle Services Tools Bundle (STB) - RDA/Explorer,
SNEEP, ACT)

FTPS Clients

FTPS is an extension to FTP that allows the use of TLS/SSL to ensure that data is encrypted
during transit. Since FTP provides the ability for checkpoint restarts, the upload is interrupted
you would be able to restart the upload without having to retransmit the portion of the file that
was already received.

NOTE: SFTP is a different secure file transport protocol than FTPS and is not supported by
transport.oracle.com.

There are several freely available and open source clients that you can use to connect to
Oracle’s FTPS service including:

1. cURL
2. FileZilla Download
3. WinSCP

cURL and Wget are terminal command line interface (CLI) clients. FileZilla and WinSCP
are interactive clients. With the CLI clients you will enter one command to complete the

11
 upload, but with the interactive clients you can login, browse a directory structure and
drag-and-drop files into either a proactive directory or into a directory corresponding to
the SR number. Note that these are virtual directories and once the file has been
uploaded you will not see the file listed in the directory and cannot download any files via
the FTPS service

Tested versions of FTPS clients

Operating System Client

Solaris 11 cURL 7.21.2

Solaris 10 cURL 7.23.1

OEL 5.5 - 5.7 cURL 7.15.5

Solaris 10,11, OEL 5.5-5.7 FillZilla 3.6.0.2

Mac OSx cURL 7.21.2 (x86_64-apple-darwin10.7.0)

Filezilla: 3.5.1
FileZilla - 3.6.0.2
cURL - 7.24

HTTPS

HTTPS is traffic secured via TLS/SSL over the HTTP protocol. Note: the HTTPS service
does not provide for checkpoint restarts.

Any HTTPS compatible client can be used, including:

 cURL

Secure File Transfer (SFT):

Oracle Secure File Transfer (SFT) supports data transfer between Customer environments
and Oracle. The SFT tool is used to periodically deliver Explorer data collector files for
proactive reporting and for sending Explorer, core, log, or other files for support services
diagnostics.

Install and setup SFT per Oracle Secure File Transport User's Guide

d. Connection to the MY ORACLE SUPPORT servers

i. Ability to connect, via the internet, to transport.oracle.com

ii. FTPS - Oracle’s FTPS service is a “passive” implementation. In a passive FTPS

service the initial connection is from the client to the service on a control port of 990
and the connection is then switched to a high port to exchange data. Oracle defines
a possible range of the data port of 32000-42000 and depending upon your network

12
 configuration you may need to explicitly allow outbound connections on both port 990
and 32000-42000.

iii. HTTPS - Oracle’s HTTPS diagnostic upload service uses the standard HTTPS port of
443 and does not require any additional ports to be opened.

iv. SFT - SFT communicates with Oracle's servers using HTTPS and encrypts
information that it sends using 128-bit SSL encryption. The system where SFT is
running requires outbound access to port 443. If your firewall limits the hostnames
that may be contacted, SFT communicates only with transport.oracle.com. Check the

/etc/opt/SUNWsftransport/sftransport.xml file

to confirm which is in use for active slots.

If your firewall limits communication by target IP address, you may want to perform a
lookup for the addresses of these hostnames. However, keep in mind that Oracle
reserves the right to change the IP addresses of these hostnames.

e. Do not encrypt or password protect file before transport. Files are encrypted in transport
and at rest.

Uploading Files

 Upload to a Service Request (SR) - Files less than 2 GB

Using MY ORACLE SUPPORT file upload

Log into My Oracle Support

To upload to an existing SR, click the link for the SR in one of the SR regions. To upload a file
while creating an SR, complete Step 3 of the Create Service.

Click Add Attachment. You can upload a recommended file or another file.

In the Attach File window, click Browse, select the file that you want to attach, and then click
Attach File.

For more information on this see MY ORACLE SUPPORT online help:

http://docs.oracle.com/cd/E25290_01/doc.60/e25224/srhome.htm#autoId20

 Upload to a Service Request - Files any size including greater than 2 GB

Diagnostic Assistant File Upload Examples:

DA 2.2 (included w/ RDA/Explorer/STB 8.02) now supports uploads via https to MOS File Upload
Service
13
DA can be used either via menus, explorer, or the command line to upload

Run diagnostic assistant menu:

/<linux/solaris rda home>/da/da.sh menu or \<win rda home>\da\da.cmd menu

(3) RDA, OCM, ADR, SR Creation/Packaging, and MOS Tools

(4) Package, Upload Diagnostic Files

14
(7) Upload File Package To SR

You will then be prompted for your SR, credentials (if not previously stored), and the file

To use DA to do a command line upload:

dash upload -p sr=<SR Number> file=<path to file>

To use DA to upload with explorer

explorer -w default -T DA -SR <Service Request number>

NOTE: If SR number is not specified file will be uploaded to

transport.oracle.com/uploads/proactive/

For more information on DA see:

Oracle Support Document 201804.1 (Diagnostic Assistant: General Information)

For more information on using DA from with explorer see:

Oracle STB User’s Guide: Explorer Data Collector
15
FTPS SR File Upload Example:

$ curl -T <path_to_file> -u “<user>“ ftps://transport.oracle.com/issue/<sr_number>/

NOTE: Where it says “<sr_number”, only include the SR number, not the “<>“ and be
sure to include final “/”

As the example shows the path for SR file upload is different and includes the SR number.
Similarly to Proactive file uploads you must have at least one active Support Identifier with Create
SR and Update SR permissions, but you must also have the Support Identifier used to create the
SR associated to your My Oracle Support account. In the case of a Partner Support Identifier
being associated to the SR, you will need Create SR and Update SR permissions on either the
Partner Support Identifier or the primary Support Identifier.

For security reasons, it is recommended that you leave the password out of the command and be
prompted to enter the password as shown in the following example.

16
 Upload to a Service Request or for Proactive - Files any size including greater than 2
GB

FileZilla Examples:

You can also use the freely available application FileZilla to interactively upload files. To use
FileZilla you will need to configure the connection as shown in the following examples.

Substituting “transport.oracle.com” as the host and supplying the appropriate credentials.

17
And specifying “Passive” as the “Transfer mode” on the “Transfer Settings” tab.

You can also specify an HTTP or SOCKS proxy via Edit->Settings.

18
If you specify a proxy, or require one, make certain that “Bypass proxy” is not checked when
configuring the connection, as shown in the next screen.

19
After logging in, if you are entitled you will see both a “proactive” and “issue” directory.

You can drag a file directly to the “proactive” directory to start the upload.

To upload to an SR double-click on the “issue” directory to get a list of eligible SRs as shown in
the following example. The eligible SR’s are subject to the Support Identifiers you are approved
to access based on the relevant Customer User Administrator (CUA); Create SR and Update SR
permissions must be granted.

If you are not associated with the Support Identifier of the Service Request (SR), but have
"Create SR" and "Update SR" permissions on a Support Identifier (SI) in the same organization,
you can still upload. You need to specify the SR number in the remote site after /issue/. (i.e.
/email.address/issue/<SR Number>/)

20
You can then drag-and-drop the file into the relevant SR directory. You will see the upload
processing as shown in the following example.

Note: If your file is very large and/or your network connection is slow and/or unreliable, you may
want to upload file using .part functionality. This functionality allows you to resume uploads as
many times as you need to. To utilize .part, follow the instructions above, but add .part to the
extension of your file (i.e. myfile.zip.part). This will cause the file to remain in the directory and
allow filezilla to resume uploading. Once your upload is complete, simply right click on the file,
select rename, and remove the .part extension. This will cause My Oracle Support to consume
the file from the directory and attach it to your SR.

21
The FTPS option will generate standard FTP reply codes, such as: (sourced from Wikipedia)

The first digit is used to indicate one of three possible outcomes—success, failure or to indicate
an error or incomplete reply:
2yz - Success reply
4yz or 5yz - Failure Reply
1yz or 3yz - Error or Incomplete reply

The second digit defines the kind of error:

x0z - Syntax. These replies refer to syntax errors.
x1z - Information. Replies to requests for information.
x2z - Connections. Replies referring to the control and data connections.
x3z - Authentication and accounting. Replies for the login process and accounting
procedures.
x4z - Not defined.
x5z - File system. These replies relay status codes from the server file system.

The third digit of the reply code is used to provide additional detail for each of the categories
defined by the second digit.

22
Manual Transfer with FileZilla

The list of SRs displayed in FileZilla is limited to the last 500 recently created SRs. If the user is
attached to a number of Support Identifiers it is possible that a recently created SR may not
display in the list. However, in these rare situations, it is recommended to bypass a client and use
the manual transfer function in FileZilla.

In FileZilla via the menu go to Transfer>Manual Transfer.

For Transfer direction select “Download”.

Enter or browse to the “Local file”.

For the “Remote file” path enter:

/<email address>/issue/<sr-number>/

Enter the file name for the “Remote file”.

Under “Server” you can select “Use server currently connected to” if you have a current session,
otherwise choose one of the other options.

For “Data type” select “Auto”.

Check “Start transfer immediately”.

Click “OK” to begin the transfer.

23
 Upload to a Service Request (SR) or Proactive - Files greater than 2 GB

HTTPS

HTTPS is traffic secured via TLS/SSL over the HTTP protocol. Oracle’s HTTPS diagnostic
upload service uses the standard HTTPS port of 443 and does not require any additional ports to
be opened. However, the HTTPS service does not provide for checkpoint restarts.

Any HTTPS compatible client can be used, including:

 cURL

Let’s look at an example of how you would upload a file using cURL via HTTPS.

HTTPS SR File Upload Example:

$ curl -T <path_to_file> -o <output filename> -u “<user>“

“https://transport.oracle.com/upload/issue/<sr-number>/”

Or if you choose to add the file name this will also work:

$ curl -T <path_to_file> -o <output filename> -u “<user>“

“https://transport.oracle.com/upload/issue/<sr-number>/<filename>“

The switches are the same as the proactive command but the path is different. Note that you
must include the trailing “/” after the SR number if you don’t include the file name.

24
HTTPS Proactive File Upload Example:

$ curl -T <path_to_file> -o <output filename> -u “<user>“

“https://transport.oracle.com/upload/proactive/”

Let’s look at the switches supplied to the command.

-T - This is the path to the file and must be locally accessible from where the command is being
run.

-o - This is a filename for output file log generated by the command. “>“. If you do not utilize this
option then you will not get a progress meter.

-u - Use your Oracle Single Sign-on credentials. For security reasons, it is recommended to omit
the password from the command and be prompted to enter it directly as shown in the example
below.

SOCKS proxy example:

$ curl -T /tmp/testupload.txt --socks5-hostname socks-host:1080 -u "psr-emp-

sp02999@oracle.com" "ftps://transport.oracle.com/issue/3-6087665191/"

Resuming HTTPS uploads:

You can also resume a file that terminated abnormally per the following example:

Upload file:
$curl -o /tmp/testupload -T 145843-08.zip -u user@company.com
https://transport.oracle.com/upload/issue/<sr-number>/myfile.zip

25
 Uploaded is interrupted:
Get file size of partially uploaded file
$ curl -I -u user@company.com https://transport.oracle.com/upload/issue/<sr-number>/myfile.zip
HTTP/1.1 204 No Content
Date: Tue, 12 Nov 2013 22:53:54 GMT
Content-Type: text/plain
X-existing-file-size: 44056576
X-Powered-By: Servlet/3.0 JSP/2.2

Resume file:
$ curl -v -o /tmp/xxx -C 44056576 -H "X-resume-offset: 44056576" -T ./145843-08.zip -u
user@company.com https://transport.oracle.com/upload/issue/<sr-number>/myfile.zip
Note the the file size returned in X-existing-file-size is the same used after -C and in the "X-
resume-offset: 44056576" of the -H switch.

The HTTPS option will generate standard HTTP status codes, such as:
Completed upload: 226 (transfer complete)

Failed auth: 401 (Response.Status.UNAUTHORIZED)

Missing user/pass: 400 (Response.Status.BAD_REQUEST)
No file specified: 400 (Response.Status.BAD_REQUEST)
Multi-part attempt: 415 (Response.Status.UNSUPPORTED_MEDIA_TYPE
No entitlement: 401 (Response.Status.UNAUTHORIZED)
No access to SR: 403 (Response.Status.FORBIDDEN)
Max size exceeded: 400 (Response.Status.BAD_REQUEST)
Server error: 500 (Response.Status.INTERNAL_SERVER_ERROR)

 Upload to a Service Request - Files any size including greater than 2 GB

Secure File Transport (SFT): SFT remains an option for uploading proactive and reactive files.

For more information including SFT download and user guide see:
https://support.oracle.com/epMy Oracle Support/faces/DocumentDisplay?id=1362484.1

26
FAQ
Issue/Questions
What transport clients are provided
with Solaris?
File uploaded but cannot see that it
is attached to the SR
How do I download files?
Using FileZilla I cannot find the
correct SR number to attach file to
What happens if the same file is
uploaded more than once? What if
two people attempt to upload the
same file at the same time?
File name issue when uploading
with cURL
cURL error when uploading a file
with a period in the name
cURL: (35) Unknown SSL protocol
error in connection to
transport.oracle.com:990
Answer
cURL is included in Solaris 11
For Solaris 10 cURL and earlier it is included with Explorer 8.03
and later
Oracle Support Document 1153444.1 (Oracle Services Tools
Bundle (STB) - RDA/Explorer, SNEEP, ACT)
Files uploaded are virus scanned. Depending on the size of the
file, and current load, this can take some time, especially for
compressed archives that contain many files.
All files uploaded to an SR can be downloaded from the
attachments of the SR. There is no file size limit for download in
the MOS Customer Portal.
If the correct SR number does not appear then use the manual
upload option in FileZilla. Some users have access to more than
500 SR's. Only the first 500 SR numbers are displayed in FileZilla.
MY ORACLE SUPPORTFM recognizes if the same file is
uploaded multiple times and will not attach it more than once to
the SR.
Also, MY ORACLE SUPPORTFM is only notified of the file once
upload is complete. So if you have multiple uploads of the same
file going on first completed upload (where the file is verified by
MY ORACLE SUPPORTFM) wins.
This appears to happen in some versions of cURL. Putting the
filename in quotes in the command line should resolve the issue
27
 Issue/Questions
HTTPS uploads fail - HTTP/1.1 404
Not Found" error
HTTPS uploads fail - HTTP/1.1 401
Access Denied" error
FileZilla fails to connect
I don’t have access to MOS or my
upload is not SR or Proactive
Where can I get help if I'm still
having trouble uploading?
Answer
Ensure the endpoint is correct:
Reactive: https://transport.oracle.com/upload/issue/<sr>/
NOTE: Do not use the bracket: <> in the path and be sure
to include trailing / after SR number
Proactive: https://transport.oracle.com/upload/proactive/
You do not have access to the Support Identifier of the SR for SR
uploads or you do not have access to any Support Identifier with
SR Create / Update Privilege.
See Oracle Support Document 1070936.1, “How To Add A
Support Identifier (SI) To Your User Account”
Make sure the transfer mode is set to PASSIVE not DEFAULT
Please work with your support contact on uploading the file.
Sftp.oracle.com remains an option for use cases outside of SR or
proactive uploads. See:
Oracle Support Document 549180.1, “How do I access Oracle's
SFTP server?”
If you have an existing service request, work with the engineer you
are assigned. If still unable to resolve, log a non-technical service
request.
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References
Oracle Support Transport Consolidation Briefing: View this presentation to understand the details
around Oracle Support’s transport consolidation efforts.

MY ORACLE SUPPORT file upload: This remains a method for uploading files less than 2 gig. These
methods are not changing. For more information on this see MY ORACLE SUPPORT online help:
http://docs.oracle.com/cd/E25290_01/doc.60/e25224/srhome.htm#autoId20

Secure File Transport (SFT): SFT remains an option for uploading proactive and reactive files. For
more information on SFT see:
https://support.oracle.com/epMy Oracle Support/faces/DocumentDisplay?id=1362484.1

Service Tools Bundle For more information about Service Tools Bundle for Solaris (including how to
acquire), please see:
Oracle Support Document 1153444.1 (Oracle Services Tools Bundle (STB) - RDA/Explorer, SNEEP,
ACT)

Oracle Configuration Manager: Used to upload configuration files to Oracle for uses in proactive
service:
https://support.oracle.com/epMy Oracle Support/faces/DocumentDisplay?id=728988.5

Diagnostic Assistant(DA): Uses MOS File Upload Service to upload diagnostic files. For more
information see:
https://support.oracle.com/epMy Oracle Support/faces/DocumentDisplay?id=201804.1

Changes to Oracle IP Address for transport.oracle.com may affect ASR Manager, Secure File Transport
(SFT), Common Array Manager (CAM), Solaris 11, and VOP (Doc ID 1338575.1)

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