Oracle Cloud Infrastructure Documentation

Uploading Support Bundles to Oracle Support

After creating a support bundle on Private Cloud Appliance, you can upload it to Oracle Support by following the instructions in this topic.

Prerequisites

To upload files to Oracle Support, ensure these prerequisites are met:

  • You must have a My Oracle Support user ID with Create and Update SR permissions granted by the appropriate Customer User Administrator (CUA) for each Support Identifier (SI) being used to upload files.

  • For file uploads to existing service requests, the Support Identifier associated with the service request must be in your profile.

  • To upload files larger than 2 GB, sending machines must have network access to connect to the My Oracle Support servers at transport.oracle.com to use FTPS and HTTPS.

    The Oracle FTPS service is a "passive" implementation. With an implicit configuration, 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 to 42000, and depending upon your network configuration you may need to enable outbound connections on both port 990 and 32000 to 42000. TLSv1.2 / ECDHE-RSA-AES128-GCM-SHA256 is the only encryption method enabled.

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

    When using command line protocols, do not include your password in the command. Enter your password only when prompted.

  • Oracle requires the use of TLS 1.2+ for all file transfers.

  • Do not upload encrypted or password-protected files, standalone or within an archive. A Service Request update will note this as a corrupted file or reject the upload as disallowed file types were found. Files are encrypted when you use FTPS and HTTPS; additional protections are not required.

  • Do not upload files with file type extensions exe, bat, asp, or com, either standalone or within an archive. A Service Request update will note that a disallowed file type was found.

Uploading Files 2 GB or Smaller

Use the SR file upload utility on the My Oracle Support Portal.

  1. Log in to My Oracle Support with your My Oracle Support user name and password.

  2. Do one of the following:

    • Create a new service request and in the next step, select the Upload button.

    • Select and open an existing service request.

  3. Click the Add Attachment button located at the top of the page.

  4. Click the Choose File button.

  5. Navigate and select the file to upload.

  6. Click the Attach File button.

You can also use the methods described in the next section for larger files.

Uploading Files Larger Than 2 GB

You cannot upload a file larger than 200 GB. See Splitting Files.

The curl commands in this section show required options and arguments. You might want to add options such as --verbose and --progress-bar to get more information about your upload. The --progress-meter (more information than --progress-bar) should be on by default, but it is disabled when curl is writing other information to stdout. Note that some options might not be available or might behave differently on some operating systems or some versions of curl.

The following are the most common messages from uploading bundles to Oracle Support if you use the --verbose option with the curl command:

  • UPLOAD SUCCESSFUL. The bundle is successfully uploaded to Oracle Support.

  • LOGIN FAILED. The user has an authentication issue.

  • INVALID SR NUMBER. The user does not have attach privilege to this Service Request.

FTPS

Syntax:

Be sure to include the / character after the service request number.

$ curl -T path_and_filename -u MOS_user_ID ftps://transport.oracle.com/issue/SR_number/

Example:

$ curl -T /u02/files/bigfile.tar -u MOSuserID@example.com ftps://transport.oracle.com/issue/3-1234567890/
HTTPS

Syntax:

Be sure to include the / character after the service request number.

$ curl -T path_and_filename -u MOS_user_ID https://transport.oracle.com/upload/issue/SR_number/

Example:

$ curl -T D:\data\bigfile.tar -u MOSuserID@example.com https://transport.oracle.com/upload/issue/3-1234567890/
Renaming the file during send
$ curl -T D:\data\bigfile.tar -u MOSuserID@example.com https://transport.oracle.com/upload/issue/3-1234567890/NotSoBig.tar
Using a proxy
$ curl -k -T D:\data\bigfile.tar -x proxy.example.com:80 -u MOSuserID@example.com https://transport.oracle.com/upload/issue/3-1234567890/

Splitting Files

You can split a large file into multiple parts and upload the parts. Oracle Transport will concatenate the segments when you complete uploading all the parts.

Only HTTPS protocol can be used. Only the UNIX split utility can be used. The Microsoft Windows split utility produces an incompatible format.

To reduce upload times, compress the original file before splitting.

  1. Split the file.

    The following command splits the file file1.tar into 2 GB parts named file1.tar.partaa and file1.tar.partab.

    Important

    Specify the .part extension exactly as shown below.

    $ split –b 2048m file1.tar file1.tar.part

  2. Upload the resulting file1.tar.partaa and file1.tar.partab files.

    Important

    Do not rename these output part files.

    $ curl -T file1.tar.partaa -u MOSuserID@example.com https://transport.oracle.com/upload/issue/SR_number/
$ curl -T file1.tar.partab -u MOSuserID@example.com https://transport.oracle.com/upload/issue/SR_number/

  3. Send the command to put the parts back together.

    The spit files will not be attached to the service request. Only the final concatenated file will be attached to the service request.

    $ curl -X PUT -H X-multipart-total-size:original_size -u MOSuserID@example.com https://transport.oracle.com/upload/issue/SR_number/file1.tar?multiPartComplete=true

    In the preceding command, original_size is the size of the original unsplit file as shown by a file listing.

  4. Verify the size of the newly attached file.

    Note

    This verification command must be executed immediately after the concatenation command in Step 3. Otherwise, the file will have begun processing and will no longer be available for this command.

    $ curl -I -u MOSuserID@example.com https://transport.oracle.com/upload/issue/SR_number/file1.tar
    X-existing-file-size: original_size

Resuming an Interrupted HTTPS Upload

You can resume a file upload that terminated abnormally. Resuming can only be done by using HTTPS. Resuming does not work with FTPS. When an upload is interrupted by some event, the start with retrieving the file size of the interrupted file

  1. Determine how much of the file has already been uploaded.

    $ curl -I -u MOSuserID@example.com https://transport.oracle.com/upload/issue/SR_number/myinfo.tar
HTTP/1.1 204 No Content
Date: Tue, 15 Nov 2022 22:53:54 GMT
Content-Type: text/plain
X-existing-file-size: already_uploaded_size
X-Powered-By: Servlet/3.0 JSP/2.2

  2. Resume the file upload.

    Note the file size returned in “X-existing-file-size” in Step 1. Use that file size after the -C switch and in the -H “X-resume-offset:” switch.

    $ curl -Calready_uploaded_size -H "X-resume-offset: already_uploaded_size" -T myinfo.tar -u MOSuserID@example.com https://transport.oracle.com/upload/issue/SR_number/myinfo.tar

  3. Verify the final file size.

    $ curl -I -u MOSuserID@example.com https://transport.oracle.com/upload/issue/SR_number/myinfo.tar
-H X-existing-file-size: original_size

    In the preceding command, original_size is the size of the original file as shown by a file listing.