The following assumes that you already have a service request (SR) open with Blue Coat technical support, you need the SR number for any of these methods to work.
There are three ways to upload files to Blue Coat. They are as follows:
1.) Upload from the device or software. This is the preferred method and probably the easiest method to upload commonly requested data to Blue Coat. Please note that any data that is outside the bounds of what the appliance or application is programmed to upload will need to be manually uploaded using one of the other methods described below.
2.) Do a secure upload using https://upload.bluecoat.com/ . This can be used if the appliance is unable to upload data to Blue Coat's server, or if you have additional information (screen shots, client side packet captures, etc.) that cannot be uploaded from the appliance or application.
3.) Upload directly to Blue Coat's FTP server of ftp://ftp.bluecoat.com/ . Same reasons as #2 above except unable to upload via HTTPS.
I.) UPLOADING DATA FROM YOUR APPLIANCE OR APPLICATION TO BLUECOAT
Each appliance or application may have its own set of predefined files that can be uploaded. Any troubleshooting files outside the bounds of what the appliance or application is programmed to do will need to use one of the manual methods listed further down in the body of this document to get those files to Blue Coat Technical Support.
1.) Go to the Management Console (https://<ip.address.of.proxysg>:8082/ ) and login using admin or enable mode credentials
2.) Click on the Maintenance tab > Service Information > Send Information > Send Service Information tab
3.) On the Send Service Information tab, enter the Service Request number. You will notice there will be various files available for upload. Please consult with your Blue Coat Technical Triage person or your Technical Support engineer for the files that should be uploaded to your Service Request.
4.) Once the files have been selected, click on the Send button to upload the files to Blue Coat.
5.) Any additional troubleshooting information outside the scope of what is available for upload from this list will need to use the manual method for file upload.
NOTE: For additional information, please see knowledge article 000024381 entitled What are the different files required by Blue Coat technical support and when to upload them.
1.) Go to the Managment Console (https://<ip.address.of.proxyav>:8082/ ) and login.
2.) Click on Advanced > Troubleshooting Information
3.) In the Send Service Information section enter the SR number and click on the "Send" button.
4.) The triage or technical support engineer may ask for additional data. You will need to use one of the two manual methods described below to upload additional data that is not included in the automatic upload of data.
1.) Go to the Management Console (http://<ip.address.of.reporter>:8081/ ) and login as the Reporter administrator (admin) user.
2.) In the upper right hand corner click on the "Administration" link.
3.) In the System Overview Section of System Diagnostics, go to Upload Diagnostics.
4.) Enter the Service Request number into the SR Number field. Click on the "Upload" button.
5.) Any additional data that the triage or support engineer that is not included in this file upload will need to use one of the manual methods listed below.
For information on how to upload data from Director, please see 000008073 and 000009904. If you need to manually upload data, please use one of the manual methods indicated below.
There is not an internal mechanism similar to the appliances or applications above to upload data from PacketShaper. Please see 000015192 for details on what data should be collected and then use one of the manual methods indicated below to upload the data. Please consult with your triage or support engineer as to what data should be collected and updated to the Service Request.
There is not an internal mechanism similar to the appliances or applications above to upload data from Intelligence Center. Please see 000015483 for details on what data should be collected and then use one of the manual methods indicated below to upload the data. Please consult with your triage or support engineer as to what data should be collected and updated to the Service Request.
II.) UPLOADING USING HTTPS://UPLOAD.BLUECOAT.COM
1.) Go to https://upload.bluecoat.com/
2.) Enter in all the fields. The fields are as follows:
- Name: Enter your name
- Recepient email: This will be the email address of the Support engineer you are working with. Please ask them for their email address if they do not volunteer it.
- Service Request Number: This will be the number given to you by the Support engineer. Example: 2-123456789
- File: Click on the Browse button and locate the file you are uploading.
3.) Click on the Upload File to Support button. Your file will then be uploaded to Blue Coat.
4.) (Optional:) Repeat steps 1 through 3 above for any files you wish to upload to Blue Coat.
5.) If this procedure is done offline (you are not in direct contact with the Support engineer), you may want to call or email the engineer and let him or her know that the files are uploaded. If these files are non-standard files, such as screen shots, special packet captures, etc,. then please let the Support engineer know the significance of the files being uploaded. When emailing your Support engineer, please include your Service Request (SR) number.
III.) UPLOADING USING FTP
1.) Use the FTP client of your choosing. Connect to ftp.bluecoat.com using anonymous ftp. i.e., use the username ‘ftp’ or ‘anonymous’. Use your e-mail address as the password.
2.) Change directory to the /incoming directory. Note: due to security restrictions, you cannot list any files, list the current working directory, or download any files.
3.) Make a new directory named the same as the SR number. Example: mkdir 5-123456789
4.) Change to the directory that was created in step 3 above.
5.) Make sure you change your transfer mode to a binary transfer mode. From a command line FTP client, use the "binary" command. If you don't change the transfer mode to a binary mode, the FTP client will use ASCII to upload the file and the binary file will become corrupted and unusable.
6.) If using a command line FTP client, use the put command to upload the file. If you are using another client, use the preferred method to upload the file.
7.) (Optional:) Repeat step 6 above if you have multiple files.
8.) Notify the Blue Coat Support person you are working with the name of the directory you created and the files that you uploaded. If these are not standard files (event logs, sysinfos, and so forth), please give an explanation as to what these files are and why they are significant to your service request. When emailing your Support engineer, please include your Service Request (SR) number.