Quick User Guide to Upload Files to My Oracle Support

Asset ID:	1-71-1588459.1
Update Date:	2018-04-23
Keywords:

Solution Type Technical Instruction Sure

Solution 1588459.1 : Quick User Guide to Upload Files to My Oracle Support - MOS

Applies to:

My Oracle Support - Version 6 and later
Sun StorageTek VSM4 System - Version All Versions and later
Oracle Communications MetaSolv Solution - Version 6.0.15 and later
Information in this document applies to any platform.
The decommissioning of Support Files on April 4th will also require a shift to alternative transport methods.
Users will have a choice of the following services to upload files to Oracle Support:

• MY ORACLE SUPPORT File Upload, already available with the SR, for files up to 2 GB in size
• For files larger than 2 GB, Customers have to use the new transport.oracle.com services

Goal

Help users to upload files and documents in support for SR's open with Oracle Support, using the transport.oracle.com services.

Customers and Support Engineers will see the uploaded files as attachments to the SR, after scan for malware is finished.

Solution

Secure File Transfer using transport.oracle.com services.

transport.oracle.com Services
======================

transport.oracle.com is just an upload service. Uploaded data will be attached to the SR that was informed.
So, no need to download from this service.

Customers can upload files from their local machines or from the servers, using suitable client software.

FTPS

FTPS is an extension to FTP that allows the use of TLS/SSL to ensure that data is encrypted during transit. Since FTP provides the ability for checkpoint restarts,
the upload is interrupted you would be able to restart the upload without having to retransmit the portion of the file that was already received.

HTTPS

HTTPS is traffic secured via TLS/SSL over the HTTP protocol. Oracle's HTTPS diagnostic upload service uses the standard HTTPS port of 443 and does not require any additional ports to be opened. However, the HTTPS service does not provide for checkpoint restarts. Any HTTPS compatible client can be used

This will provide secure and reliable file upload capability in addition to the current capabilities listed above.
Benefits of the new solution include allowing uploads of files as large as 100GB and should provide an easier and faster upload experience

The decommissioning of FTP Services by October 11, 2013 will also require a shift to alternative transport methods.
Secure File Transfer (SFT) should be used for all pro-active uploads that are currently using Support Files.
Note that SFT requires MY ORACLE SUPPORT single sign on credentials, eliminating anonymous uploads.

The SFTP services previously informed will continue be used by Customers and Partners for non-Support file transfers.

Oracle’s FTPS service is a “passive” implementation.
In a passive FTPS service the initial connection is from the client to the service on a control port (990) and the connection is then switched to a high port to exchange data.

The following is a quick usage summary, for a more comprehensive approach, please read KM article:

Note 1547088.2 - How to Upload Files to Oracle Support.

This article provides information on how to upload data, tools available, and configuration and usage instructions.

A. Options to Upload files for an SR for Support

Continue to use My Oracle Support File Uploads for files smaller than 2GB
Use FTPS or HTTPS to transport.oracle.com for files larger than 2GB. This service supports standard FTPS and HTTPS tools such as Filezilla and cURL.
See the "Oracle Diagnostic File Upload" document above for complete details.

Database dmp uploads fall under the latter category.

B. Configuration Recommendations

The following is required to access the new file transport services.

a. Environment:

Valid Support Identifier CSI (users are registered under it);
an Oracle Single Sign-on (SSO) account;
new users need to have Create/Update permissions granted in the CSI used;
Software: installed client application: FTPS, HTTPS or SFT - for upload of files of all sizes, including greater than 2 GB, when using the transport.oracle.com services;
Network Team: depending upon your network configuration you may need to explicitly allow outbound connections on both port 990 and 32000-42000.
    ■ Control Connection: port 990/tcp on transport.oracle.com [141.146.1.169]
    ■ Data Connection: Oracle defines a possible range of the data port of 32000-42000 and

    ■ If upper ports cannot be made available for the services, try using cURL application over HTTPS connection that uses only port 443.
Network Team also needs to configure firewalls to allow long transmission times for the service, when using FTPS protocol,
as the Control Connection will be idle after initial connection until the Data Connection is finished.
HTTPS: there should be no need to make changes in the Firewall, as HTTPS establishes only one connection and it is kept alive while it is transmitting data.
Cases where there is a slowdown in our servers (transport.oracle.com) or it goes down, should be considered service problems.
Directory to transfer files to:
■ Files to support an SR: the files need to be uploaded to a directory like: /issue/<SR number>/
■ Non SR related files: files need to be uploaded to the following directory: /proactive/

b. Client Application

There are several freely available and open source clients that you can use to connect to Oracle’s FTPS service including:

Unix / Linux: cURL
Solaris:     cURL and FileZilla

Windows: Command Line: cURL for Windows
                          Graphical interface: FileZilla and WinSCP

Mac OSX:    cURL, FileZilla

Please notice this section will be updated with the new cURL v. 7.43 & new certificate file.

To setup cURL on Windows 7 64-bit (you can also use the 32-bit version):

1. Download and unzip 64-bit cURL with SSL: http://curl.haxx.se/download/curl-7.33.0-win64-ssl-sspi.zip
2. Copy the curl.exe file into your Windows PATH folder. By default, this is C:\Windows\System32.

3. Download the latest bundle of Certificate Authority Public Keys from: http://curl.haxx.se/ca/cacert.pem
4. Rename this file from cacert.pem to curl-ca-bundle.crt.
5. Move this file into your Windows PATH folder. By default, this is C:\Windows\System32.

c. Transmission Timeouts during long transfer sessions

If you have a long transmission time and experience timeouts, try using WinSCP with enabled Keepalive feature.

If you are using Unix/Linux/Solaris, work with your System Support to keep the Control Connection alive.

C. Comments

1. Files uploaded via the new transport options are handled the same way as files uploaded through the browser in My Oracle Support, they will be seen as attachments on the SR.

2. Files smaller than 2 GB should be uploaded to the SR using the current Upload feature for the SR's in MOS.

3. When you login to transport.oracle.com, the following directory structure is visible:

                /<Oracle SSO mail>
                    +--- issue                               <------ for Support related files, based on SR number
                     |
                     --- proactive                          <------ to upload non-Support related files.

4. Due to the new Security and Privacy requirements for the service, users will NOT be able to see the transferred files - they can be seen in the SR for Support related files.

5. Due to security reasons, all files are scanned for malware and this can cause some delays in presenting the files in the SR. Delays are noticeably larger for bigger the files.
Please report unreasonably large delays to your Support Engineer or, submit an SR if there is no SE working your issue: use your product/component and describe the issue
as happening in the transport.oracle.com service. SE will transfer the SR to the appropriate area.

6. Customers that find they need help from Oracle Support on questions and problems with transport.oracle.com services can use one of the following ways:

■ If you are already working thru an SR, convey your questions to your Support Engineer and he/she will further work with the Services Admin to have them resolved;

■ If you do not have an SR, then you need to submit a Non-Service SR for your product / component to have a Support Engineer work your issues.

7. FOR SUPPORT ENGINEERS:

How to get support from the service developers: 2 ways: General Questions and Ticket:

■ General Questions: mail to the distro: transport-interest_ww_grp <transport-interest_ww_grp@oracle.com>

■ Ticket: If you find a problem or bug with the services, submit a Bug in BugDB as following:

URL: https://bug.oraclecorp.com/ » *Enter Bug*
Product	9776	Business Application Systems
Component	111	MOS Infrastructure
Sub-Component	CFM_SERVICES	Customer File Management
Customer	INTERNAL
GP	G - Generic
OS:	289 - Generic All Platforms
Release Status:	P - Production (or applicable environment)
Comp Ver:	Enter current MOS version: 14.1.0.0.0.0 (MOS 6.8) or 14.2.0.0.0.0 etc
Reported Release:	Select - NO RELEASE
Version:	Select - NO DATA

You can see a quick report of similar bugs clicking on this link: Outstanding Bugs for CFM_SERVICES.

D. CONFIGURATIONS FOR FILEZILLA AND WINSCP

1. Filezilla settings - Site Manager

 GENERAL:

 Host URL: transport.oracle.com Port: 990
 Protocol: FTP - File Transfer Protocol
 Encryption: Require implicit FTP over TLS

 Logon Type: Normal
 User/Password: < your Oracle Single Sign On mail / password >

 TRANSFER SETTINGS:
 Transfer Mode: Passive

 EDIT » Setting
 Connection - Generic proxy: setup proxy as needed. 

 REMOTE SITE:    /<your Oracle SSO mail>/issue/<SR number>    e.g.   /john.doe@mail.com/issue/3-1234567890

2. WinSCP settings - WinSCP Login screen

SESSION:

File protocol: FTP

Encryption: SSL/TLS Implicit encryption

Host name: transport.oracle.com Port: 990

User name / Password: < your Oracle SSO mail / password >

CONNECTION:

Connection: Passive mode

Keepalives: Executing dummy protocol command
 Seconds between keepalives:&nbsp; 30seg or what is more convenient for the shop.

Proxy: setup proxy as needed.

REMOTE DIRECTORY:     /<your Oracle SSO mail>/issue/<SR number>    e.g.   /john.doe@mail.com/issue/3-1234567890

E. SAMPLE CONFIGURATION FOR IBM SYSTEM Z/0S USING FTP PROTOCOL

Network Team:
   1. get TCP ports open: 990 and upper ports 32,000-42,000
   2. get proper configurations for the Proxy and Socks config

User:
   3. get a MOS account and proper privileges in the CSI being used
   4. Test sample updates and file upload from the SR to guarantee write privileges were granted

This is a sample JCL for IBM System z/OS config:

------------JCL Sample-------------------

//xxxxxx   JOB (xxx),'xxxxx',MSGCLASS=T,
// class="9",REGION=0M,NOTIFY=xxxxxxx,TIME=1440
//FTPSTP1 EXEC PGM=FTP,PARM='(EXIT TIMEOUT 60'
//SYSTCPD DD DSN=TCP.TCPPARMS(TCPDATA),DISP=SHR
//SYSFTPD DD DSN=TCP.TCPPARMS(FTPSPRXY),DISP=SHR
//OUTPUT   DD SYSOUT=*
//SYSPRINT DD SYSOUT=*
//INPUT    DD *
transport.oracle.com 990
your.ID@company.com password
cd /your.ID@company.com/issue/3-1234567890 <---- your open problem #
PUT 'YOUR.MAINFRAME.DATASET' +
   fileatoracle
QUIT
LOGOFF
/*

The attached file contains sample configurations for JCL and Socks configurations:
Sample_JCL_Socks_Config.pdf

F. CURL - SAMPLE UNIX (SOLARIS) AND WINDOWS COMMAND LINE SESSIONS

cURL Command Config for the test for both Solaris and Windows environment:
< please change | for forward or back slash accordingly >

curl -T <path>|<file_name> -o <path>|<output log_file_name> -u <SSO email> https://transport.oracle.com/upload/issue/<SR #>/

where:

-T <path>\|<file_name>	full path and name of file to upload
-o <path>\|<output log_file_name>	full path and name of file to log the command's output. Option -o also provides for monitoring of the transmission and final report after it is finished.
-u <SSO email>	user's Oracle Single Sign On email (same as used to login to MOS / MetaLink)
https://transport.oracle.com	URL to the new file upload services
/issue/SR#/ /upload/issue/SR#/	path to directory where the files will be uploaded as attachment to the SR# . You will be able to see the uploaded file in the SR in MOS. When using HTTPS the path needs to include " /upload/ "

G. SAMPLE CURL SESSIONS FOR UNIX AND WINDOWS WITH FTPS AND HTTPS

Notice the directory structure is different for Unix and Solaris/Windows machines when running under HTTPS protocol.

1. Sample UNIX (Solaris) session - cURL with FTPS:

Directory structure: /issue/<SR number>/ e.g. /issue/3-1234567890/

-bash-4.1$

-bash-4.1$ curl -T /opt1/mslvpot106/pot106/appserver/config/loggingconfig.xml -u john.doe@mail.com ftps://transport.oracle.com/issue/3-1234567890/

Enter host password for user 'john.doe@mail.com':

%	Total	%	Received	%	Xferd	Average Dload	Speed Upload	Time Total	Time Spent	Time Left	Current Speed
100	33278	0	0	100	33278	0	6907	0:00:04	0:00:04	--:--:--	9901

-bash-4.1$

2. Sample UNIX (Solaris) session - cURL with HTTPS:

Notice with HTTPS, the destination directory includes a " /upload " in the path.

Directory structure: /upload/issue/<SR number>/ e.g. /upload/issue/3-1234567890/

-bash-4.1$

-bash-4.1$ curl -T "/opt1/installdir/R6_2_1/B475/MSS.R6_2_1.Test.jar" -o output -u "john.doe@mail.com" "https://transport.oracle.com/upload/issue/3-1234567890/"

Enter host password for user 'john.doe@mail.com':

%	Total	%	Received	%	Xferd	Average Dload	Speed Upload	Time Total	Time Spent	Time left	Current Speed
100	404M	0	1	100	404M	0	1645K	0:04:11	0:04:11	--:--:--	1260K

-bash-4.1$

3. Sample Windows session - cURL with HTTPS:

Notice the destination directory includes a " /upload " in the path.

Directory structure: /upload/issue/<SR number>/ e.g. /upload/issue/3-1234567890/

c:\c>

c:\c> curl -T c:\c\test_1GB.zip -o c:\c\out.txt -u john.doe@mail.com https://transport.oracle.com/upload/issue/3-1234567890/

Enter host password for user 'john.doe@mail.com':

%	Total	%	Received	%	Xferd	Average Dload	Speed Upload	Time Total	Time Spent	Time Left	Current Speed
100	1099M	0	1	100	1099M	0	862K	0:21:44	0:21:44	--:--:--	862K

c:\c>type out.txt
1
c:\c>

References

<NOTE:1547088.2> - How to Upload Files to Oracle Support
<NOTE:1547088.1> - How to Upload Files to Oracle Support

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