Upload a File to the Safe Software Support FTP

Introduction

If you are submitting a support case to Safe Software, it can be helpful to include workspaces and data to help us troubleshoot your issue. The maximum file size allowed using the online form when uploading a file to Safe Software support is 5 MB. To upload files larger than 5 MB, the FTP (File Transfer Protocol) site needs to be used. FTP is a useful way to transfer files between a client and a server.

FTP

When submitting a support case and you need to share a file with Safe Software, connect to the FTP site, and upload the file. The public-facing FTP site shows all of the recent file names that have been uploaded, but for security purposes, these files cannot be opened.

Only the support team at Safe Software can access and download these files. Once someone at Safe has received the file, it will no longer appear on the FTP site.

Since the file names are public, ensure that there is no sensitive information in your file name.

How to Upload to FTP

This article will cover three ways to upload to FTP:

1. Native computer client

2. Robust FTP client

3. An FME workspace

If you are providing more than one file, such as data and a workspace, please zip everything into a single file. Additionally, if you have a file that has multiple sidecar files associated with it, such as a Shapefile (.shp, .dbx, .shx, etc.), please zip the folder before uploading it.

1. Native Computer Client

Windows 11:

1. Open Internet Options (Win + S, search "Internet Options").
2. Go to the Advanced tab.
3. Select “Enable FTP folder view”
4. Uncheck or check "Use Passive FTP (for firewall and DSL modem compatibility)".  Depending on your network settings.
5. Click OK (you might need to restart your PC).

Open File Explorer.  Click on the address bar, then type ftp://ftp.safe.com/incoming/ and press Enter.

Be sure you are uploading the correct file, as you cannot access it to remove it. Additionally, please remove any sensitive information from your file names. Take note of what your file is named, and enter that into the bottom of the Safe Software Support form so we can connect your file to your support case.
 

Linux/macOS:

In macOS or Linux, type the following command in Terminal:

curl -T filetoupload.txt ftp://ftp.safe.com/incoming/

Replace filetoupload.txt with the file name and extension of the file

Be sure you are uploading the correct file, as you cannot access it to remove it. Additionally, please remove any sensitive information from your file names. Take note of what your file is named, and enter that into the bottom of the Safe Software Support form so we can connect your file to your support case.

2. Robust FTP client

Besides the native FTP client on your computer, there are additional programs that can be downloaded that add additional functionality to the FTP uploads. This functionality includes uploading on a schedule, adding data to a queue to be uploaded later, and making multiple file transfers at the same time. There are many paid and free FTP clients that can be downloaded, for example, CyberDuck, WinSCP or FileZilla (Recommended). How to use these clients will not be covered in this tutorial; please refer to their documentation for more details.

Be sure you are uploading the correct file, as you cannot access it to remove it. Additionally, please remove any sensitive information from your file names. Take note of what your file is named, and enter that into the bottom of the Safe Software Support form so we can connect your file to your support case.

3. An FME Workspace

Download SafeSupportFTPUpload.fmw from the Files section on this article. 

You can also upload to the FTP site using FME! Download the workspace, run it, and upload your file. The workspace has been set up with a User Parameter for the file upload. Browse the file you wish to upload and click OK.

Once the workspace has finished running, check the FTP site to confirm the upload was successful. Be sure you upload the correct file as you cannot access it to remove it. Additionally, please remove any sensitive information from your file names. Take note of what your file is named and enter that into the bottom of the Safe Software Support form so we can connect your file to your support case.

This workspace uses the FilenamePartExtractor transformer to retrieve the name of the file to be used when uploading to the FTP site. Then to upload to the FTP site, an FTPCaller transformer is used, with the URL set to ftp://ftp.safe.com/incoming/@Value(_filename) and the Transfer Type set to Upload from File. Then the Authentication Parameters are expanded, and the Authentication Type is set to None/Anonymous (this is the default parameter)

Conclusion

There are many ways to upload to the Safe Software FTP site, but these methods are not limited to Safe Software. You can use these techniques for any FTP file transfer.

If you are still having issues uploading your file, please reach out to us through the Safe Support portal.