How to Report Problems

FTP uploads to Support

Contents

We have set up a Public FTP upload area, if you need to send us large files, such as logs, crash dumps etc. that are too large for email.

To prevent file corruption make sure you’re using binary transfer mode when uploading files (and when passing files internally).

Note: To ensure confidentiality, the following security restrictions are applied:

  • Files can only be uploaded
  • Files cannot be listed
  • Files cannot be viewed
  • Files cannot be downloaded
  • Files cannot be deleted (or overwritten by a file of the same name)

Tip: Because files cannot be deleted/overwritten you cannot upload the same file twice.

If you need to upload the same file again, then you must change the file name, perhaps from “…crash.dmp” to “…crash2.dmp”.

File naming convention for uploaded files [top]

Files should be named properly to ensure they’re properly identified.

The recommended naming convention is:

  • YYYY-MM-DD[_#TicketIfKnown]_Company_Name_OriginalFileName.ext.zip
  • For example: 2000-12-24_#1234_Interfaceware_JohnDoe_crash.dmp.zip

Note: We recommend that you combine related files like crash dumps and service logs etc. into a single zip archive before uploading. See Iguana Crash Reporting for more information.

FTP Server and login credentials [top]

  • FTP Server: ftp.interfaceware.com
  • User name: upload
  • Password: (your full e-mail address)

Note: The upload user uses anonymous ftp.

Terminal Script example [top]

This script should work using any terminal window, like cmd on Windows or Terminal on the Mac, etc.

These are the steps (commands shown in red):

  1. Connect to the server: ftp upload@ftp.interfaceware.com
  2. Enter your email as password: Password: <password not shown>
    • Anonymous access is granted.
    • Access is restricted (you can see or delete files)
    • Binary mode is automatically used.
  3. Set binary transfer mode: binary
    • Not actually required as binary mode is already used.
  4. Use the put command to upload the file: put 2000-12-24_#1234_Interfaceware_JohnDoe_crash.dmp.zip
  5. Logout: bye
$ ftp upload@ftp.interfaceware.com
Connected to interfaceware.com.
220 ProFTPD 1.3.1 Server (iNTERFACEWARE FTP) [::ffff:75.98.195.148]
331 Anonymous login ok, send your complete email address as your password
Password:
230 Anonymous access granted, restrictions apply
Remote system type is UNIX.
Using binary mode to transfer files.
ftp> binary
200 Type set to I
ftp> put 2000-12-24_#1234_Interfaceware_JohnDoe_crash.dmp.zip
local: 2000-12-24_#1234_Interfaceware_JohnDoe_crash.dmp.zip remote: 2000-12-24_#1234_Interfaceware_JohnDoe_crash.dmp.zip
229 Entering Extended Passive Mode (|||26387|)
150 Opening BINARY mode data connection for 2000-12-24_#1234_Interfaceware_JohnDoe_crash.dmp.zip
100% |*****************************************************************************| 16384 KiB  873.61 KiB/s    00:00 ETA
226 Transfer complete
16777216 bytes sent in 00:18 (866.72 KiB/s)
ftp> bye
221 Goodbye.

 

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