Attaching support bundles and files to a Support case (4226000)

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Title

Attaching support bundles and files to a Support case
Description

Attempting to send logs to Support via an email reply fails or results in an error message about size. Size is often capped for attachments larger than 10mb within emails. For logs which exceed the maximum sizes to send in email, it is also possible to directly upload the logs to your service request on the Quest support site.

NOTE: It is possible to upload files up to 1000MB via the service portal. If the file exceeds 1000MB, please update your service request and inquire about an alternative method using a Secure FTP portal to share the logs with support.
Resolution
To upload these files directly to the service request, complete the following steps:
1. Go to Quest - Search Service Request
2. Enter your support credentials.
3. Click on My Account
4. Go to the left side, click on My Service Request
5. Locate the service request to be updated and click on the hyperlink to open it.
6. Click Add File.
7. Click Choose File.
8. Navigate to the file to be uploaded.
9. Enter a note about what is being attached (e.g.: "FMS bundle DATE")
10. Click Attach to Request.
11. The file will be listed as attached to the Service Request
NOTE: Internet Explorer may appear unresponsive, where Edge, Chrome and Firefox will indicate that files are uploading. The page should refresh when the files have been uploaded.