Uploading Attachments to Support Cases

Uploading Attachments to Support Cases

Support case attachments are files or documents attached to a support case or ticket, serving the purpose of providing additional information, context, or evidence relevant to the reported issue. These attachments can encompass a wide range of file types, such as screenshots, images, log files, tool files, documents, videos, and more.

You may choose to upload an attachment as part of your support case for several reasons:
  1. Visual Documentation: Images can provide visual documentation of the issue or concern you are experiencing. This can be particularly helpful when the problem is difficult to describe in words alone. It allows support agents to see exactly what you're encountering.
  2. Error Messages or Codes: If you're facing an error message or code on a software or device, taking a screenshot of it can be invaluable. Support agents can analyze the error message more effectively with a visual representation.
  3. Project Files: If you are having an issue with a project or a specific feature, support agents may request that you submit certain files to help troubleshoot your issue. 
  4. Troubleshooting: Support agents may use images to guide you through troubleshooting steps more effectively. They can mark or highlight areas on the image to direct your attention to specific components or settings.
  5. Faster Resolution: Providing images upfront can often expedite the support process. It reduces the need for back-and-forth communication to clarify the issue, which can save you time and help the support team address your concern more quickly.
  6. Quality Assurance: In some cases, your attachments may be used for quality assurance and improvement purposes. 
Always make sure that you're comfortable with sharing images and do not contain any sensitive information that might inadvertently be included.

Acceptable File Types

The Cases Portal accepts various file formats, including .anc, .avi, .bmp, .cix, .cid, .cnc, .cpout, .doc, .docx, .hop, .iso, .jpeg, .mdb, .mpeg, .mp4, .mpr, .nc, .pdf, .pgm, .pgmx, .png, .pps, .ppt, .prg, .rar, .r41, .sdf, .std, .stk, .tcn, .tlfx, .tlf, .txt, .wmf, .wmv, .xml, .xls, .xlsx, .z7, .zip, with a maximum 3 individual files per case, limited to 20MB per file and a total of 60MB for your overall case payload. If you wish to attach a different file type, please make sure to compress the file(s) into a zip before attaching them to your case.

When attaching files to support cases, you should make sure the attachments are relevant to the issue, are in a format that can be easily opened and understood, and do not contain sensitive or personal information that shouldn't be shared. 

Attachment Scanning

We prioritize the security and integrity of our system and your data. As part of our commitment to ensuring a safe and smooth experience, please be informed that our Cases Portal employs a rigorous file scanning process during the upload procedure. This scan is designed to proactively identify and address potential issues with uploaded files.

During the upload process, our system conducts a comprehensive scan of each file for several key factors, including file size, file type compatibility, and the presence of viruses. This immediate scanning process is integral to maintaining the security of our platform.

Should the scan detect any of the following conditions:
  1. A file that exceeds the specified size limit,
  2. A file in an incompatible or incorrect file format,
  3. A file that contains a virus or poses a security risk,
  4. A file or zip file that contains files that pose a security risk. (e.g. Executable Files (*.exe), Dynamic Link Libraries (*.dll), Batch Files (*.bat), etc.)
Your case submission will be unable to proceed through our system. 

If you encounter any difficulties or have questions regarding this process, please do not hesitate to reach out to our support team for further assistance.

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