Attaching Logs (Files) to a KACE Service Request (4295486)

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

PLEASE NOTE: It is possible to upload files up to 1000MB via the service portal. If the file exceeds 1000MB, please update the service request and inquire about an alternative method to share the logs with support.

To upload these files directly to the service request, complete the following steps:

1. Go to Quest - Search Service Request
2. Enter Quest customer support credentials.
3. Locate the service request to be updated and click on the hyperlink to open it.
4. Click Attachment.
5. Click Choose File.
6. Navigate to the file to be uploaded.
7. Enter a note about what is being attached (e.g.: "Appliance logs DATE")
8. Click Save.

 PLEASE NOTE: The Internet Explorer browser may appear unresponsive, where Chrome and Firefox will indicate that files are uploading.  The web page should refresh when the files have been uploaded.