When you are required to send troubleshooter files or other large files to GFI Technical support, we ask that you upload these files to the GFI Software FTP server.
An easy way to upload these files is to use an FTP client. This article will explain how to upload files to the GFI Technical support site using FileZilla FTP client, which is an open source FTP client.
- Generate the troubleshooting files or gather the files that you need to upload to the GFI Software site
- Create a new folder. Use your Customer ID, company name or Case number as the name of this directory.
- It is important that you give the directory a unique name and that you use the format requested by GFI Technical Support, if one was requested. Example: ’NorthWinds_GFI130710-111111’
- Move the files that you need to upload into the new folder
- Download and install the FileZilla FTP Client: https://filezilla-project.org/
- Open FileZilla and go to File > Site Manager...
- Create a New Site with the following parameters:
- Host: ftp.gfisoftware.com
- Port: 21
- Protocol: FTP - File Transfer Protocol
- Encryption: Only use plain FTP
- Logon Type: Normal
- User: gfi
- Password: gfi911cust
- Click the Connect button and wait until you get the following text in the logging section: ’Status: Directory listing successful’
- In the Local Site side, locate the folder created in step 2 that you want to upload and drag it over to the Remote Site: section
- In the Message Log section (at the top), wait for the text: ‘Transfer Complete’ which signals that the troubleshooter files have been uploaded successfully.The files being uploaded will also be removed from the Transfer Queue (at the bottom) if the upload was successful.
- Send an email to GFI Technical Support indicating the name of the folder (created in step 2) which has been uploaded.
- Ensure that you use a unique name for the folder created in step 2. Should you get the error ‘550 Permission denied’ and ‘Upload failed’ in the Message Log and ‘Critical Transfer Error’ in the Transfer Queue section in FileZilla, you need to use a different name for the folder created in step 2.
- Please do not use the Quickconnect option, because the TLS-connection will fail.