How to upload large files to a JTAC Case Summary: JTAC often requires data to be collected (such as configuration files, tracedump data, log files, etc) and sent in for review. If the files are larger than 10MB, they cannot be attached to the case using Case Manager. The instructions below describe how to use SSH FTP to transfer the files to JTAC in a secure and reliable format. Problem or Goal: How do I attach large files to a JTAC case? What files can be loaded to a Juniper case? Cause: Solution: SSH File Transfer Protocol (SFTP) allows file transfers over Secure Shell (SSH) connections. SFTP transfers are encrypted as they are transported over the Internet. SFTP can be used to transfer files to Juniper s Technical Assistance Center (JTAC), and is ideal for larger files. Although functionally similar to File Transfer Protocol (FTP), it in fact is quite different in implementation. At this time, FTP can still be used as a legacy technique to transfer files to Juniper as described in KB15585, however SFTP as described in this article is recommended due to better integration with JTAC process, as well as the transport encryption it provides. Files uploaded to directories which match a case will be automatically attached to the case and the JTAC engineer will be notified. The initial attachment is Private so that JTAC engineer can validate the upload is associated with the case, however the JTAC engineer can then mark the attachment as Public so that it becomes visible for the customer. The customer will not see a notification of the upload within Casemanager. If the upload is urgent, they should contact their JTAC engineer to track the transfer of the file to JTAC once the transfer is completed to the SFTP server. Instructions: Clients that can be used include: sftp from Unix and MacOS terminal sftp from a JUNOS cli (encryption enabled images only) PC/Mac file transfer applications such as WinSCP and FileZilla.
Host: User: Password: sftp.juniper.net anonymous anonymous Files should be uploaded to a case specific directory, e.g. for the example case 2012-0321-0722, all files should be uploaded to the directory /pub/incoming/2012-0321-0722. Files uploaded will be attached internally to the case and the JTAC engineer will be notified within 1 hour of completion of transfer. When JTAC reviews the attachment, they may notify the customer for confirmation. There is also the option to make the attachment visible through Casemanager. If the upload has not been acknowledged by JTAC within an hour and the transfer is urgent, the customer should contact JTAC directly (http://www.juniper.net/support/requestingsupport.html). Files ending in.exe or.com are NOT transferred and will be deleted from the servers. Example Session SFTP on Unix, MacOS, or JUNOS router For this section we will use example case 2012-0321-0722. Login to the sftp server unix:~> sftp anonymous@sftp.juniper.net Connecting to sftp.juniper.net... The authenticity of host 'sftp.juniper.net (66.129.230.52)' can't be established. RSA key fingerprint is 8b:6b:36:94:ea:6d:92:55:bb:1f:80:3e:54:ea:4d:30. Are you sure you want to continue connecting (yes/no)? yes Warning: Permanently added 'sftp.juniper.net,66.129.230.52' (RSA) to the list of known hosts. anonymous@sftp.juniper.net's password: [ENTER anonymous for password] Make a directory for your case uploads. These directories will be removed after 1 day and can be recreated as needed. sftp> mkdir pub/incoming/2012-0321-0722 If the directory already exist, you may see an error message such as this: sftp> mkdir pub/incoming/2012-0321-0722 Couldn't create directory: Failure Change directory to your case directory. sftp> cd pub/incoming/2012-0321-0722 If the directory doesn t exist, you may see an error message such as this: sftp> cd pub/incoming/2012-0321-0722 Couldn't canonicalise: No such file or directory
You can list your case directory, but files will be removed from it minutes after the upload completes sftp> ls sftp> dir sftp> Upload your file sftp> put bigfile.enc Uploading bigfile.enc to /pub/incoming/2012-0321-0722/bigfile.enc bigfile.enc 6% 356MB 10.8MB/s 07:26 ETA. sftp> put bigfile.enc Uploading bigfile.enc to /pub/incoming/2012-0321-0722/bigfile.enc bigfile.enc 100% 5158MB 10.8MB/s 07:58 sftp> ls -l -rw-r--r-- 1 30000 30000 5409027850 Mar 19 18:39 bigfile.enc you can list the directory content for a short time after the upload completes, but then the file is moved on the server to a location where it is not accessible to sftp users. Here is the same listing two minutes later. sftp> ls -l sftp> The above commands can also be run from a JUNOS router with encrypted software support. --- JUNOS 11.4R1.6 built 2011-11-15 12:44:14 UTC user@router> sftp anonymous@sftp.juniper.net anonymous@sftp.juniper.net's password: Connected to sftp.juniper.net. sftp> Example Session File transfer applications such as FileZilla or WinSCP For this section we will use example case 2010-0105-0318. FileZilla and WinSCP are popular file transfer applications for Windows and MacOS. The instructions for these is very similar to the ones above, however it is important that the user understand that the applications may give error indications since they do not have read permission to /pub/incoming. The user must specify the full path of their case directory when browsing or creating directories. In FileZilla, to start a session, enter host as sftp://sftp.juniper.net (or specify port 22). Once you ve connected, it will remember the connection in the history for quick reference.
To change remote directory to your case directory, enter the full directory into the Remote site: text area. If the directory does not exist, you will get an error message and you must create the directory (as indicated below in the status window in red text preceded by Error: ). To create the case upload directory, use the action to Create Directory
Specify the full path to the upload directory for the case. Error messages may appear in the status window, even though the directory is successfully created. In FileZilla you can see that the directory was created, but the error messages come from trying to read /pub/incoming. Navigate to the directory by entering the full path in the Remote site:. Files can be dropped into the case folder, or into the directory listing, as indicated by the blue arrows overlaid below.
Files will be visible in the remote directory listing for a few minutes before they are moved to a location which is not accessible via SFTP.
Notes for WinSCP Interaction with WinSCP is very similar, the path used to navigate to the directory is presented in the Address: bar.
If you navigate to a directory which doesn t exist, you will see an error window like this. In that case, you will need to create the directory before proceeding. To create a directory, File->New->Directory (Ctrl-D) or use the Create Directory icon. If you try to create a directory which already exists, you will see an error window like this. In that case, proceed to navigate to the directory using the Address bar, as it already exists.
Related Links Link Title How to reliably and securely FTP files to JTAC Link URL http://kb.juniper.net/infocenter/index?page=content&id=kb15585