At times, it is necessary to send your data to Esri Support Services for further testing. For files that are larger than 2MB, there is the option to use a File Transfer Protocol (FTP) site. An FTP allows files to be transferred using a network.
Your Support Analyst can provide you with the FTP site address along with login credentials. Once you have this information, follow the steps below to upload your data.
Directions to upload to the Esri FTP site using Windows Explorer:
Zip the data to be uploaded.
Go to the FTP site using Windows Explorer by typing the FTP address into the address bar.
Go to File > Login As...
Enter the login credentials provide by your Support Analyst.
Browse to the pub/incoming/(incident#) folder. If the incident folder has not yet been created, you can optionally create one here in the pub/incoming directory. (It is not necessary to include the pound sign (#) in the folder name. Just enter the 6-digit incident number.)
Upload the file(s) here.
When the upload has completed or if you encounter any issues with the upload, send an e-mail to the Support Analyst with whom you are working.
You can optionally create a readme text file with a description of the files/folders uploaded and include that in the folder.
It is important to note that the data is deleted from the FTP two days after it is uploaded. Keep this in mind when notifying the Support Analyst.
Other clients for accessing the Esri FTP Also, Windows Explorer is one of the most common ways to upload data to the Esri FTP site, but Internet Explorer (IE6, IE7, and IE8) or FireFox 3.x are also valid options. There are size limitations imposed when using a Web browser to upload to an FTP site - IE6 has 2GB file limit and IE7 has a 4GB limit (http://support.microsoft.com/kb/298618). Size limits have been removed with IE8. In some circumstances, where the data is large or there is unstable network connection, transferring data from within a Web browser or Windows Explorer may fail. In these circumstances, you can use a free FTP upload client, such as Filezilla, which has built-in reconnection options.
If you cannot upload your data or choose not to place it on Esri’s secure FTP server, there are other options available for sending data – Support will accept physical media such as a DVD, USB thumb, or an external hard drive.
Understanding the process of using the Esri FTP site will enable us to get your data more quickly for testing and will allow us to work towards a resolution in an efficient manner.
- Timothy H., Support Analyst - Desktop Group, Esri Support Services - Charlotte, NC