Guidelines for Submitting Documentation for a CA Support Online Case

Document created by fugsa02 Employee on Dec 16, 2016Last modified by ColleenBarker on Feb 7, 2017
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After opening a case, diagnostic documentation may be required as the case progresses.

If you are required to send system logs, dumps, or various, types of supporting and diagnostic material to CA Support this provides 

guidlelines for submitting documentation:

 

 

Sending Options

Recommendations

File Size Limitations

Email

Not recommended for any sensitive or personally identifiable information

Cannot exceed 2 MB

 

Secure FTP (SFTP)

Best mechanisms by which to transmit data to CA Technologies

No limitations

CA Support Online Secure File Transfer Web Client

it is subject to the browser’s file size limitations

 

 

 

The file extensions accepted by CA Support currently include:

.0

.CFG

.FTV

.JAVA

.PROPERTIES

.SWF

.1

.CNF

.GIF

.JPEG

.R03

.TAR

.2

.COB

.GZ

.JPG

.R04

.TAR.Z

.3

.CONF

.HIS

.LIS

.R05

.TERSED

.4

.CSS

.HTM

.LOG

.R06

.TGZ

.5

.DAT

.HTML

.LOO

.R07

.TRC

.6

.DDL

.HTMPL

.LST

.R08

.TRS

.7

.DEV1

.HWL

.MAC

.R09

.TXT

.8

.DLL

.INI

.MAP

.R10

.VCF

.9

.DOC

.IO

.MFS

.RAR

.VSD

.ASPX

.DOCX

.IQK

.NFO

.RPT

.WAV

.ASX

.DSM

.IQO

.NSM

.RTB

.WORK

.BIN

.ER1

.IQR

.PCX

.RTF

.XLS

.BMP

.ERWIN

.ISO

.PDF

.SQL

.XLSX

.CAB

.EVT

.ISS

.PGP

.STDLOG3

.XML

.CAZ

.EXP

.ISZ

.PNG

.STDLOG4

.Z

.CBL

.FILE

.JAR

.PPTX

.STDLOG5

.ZIP

 

Note:

  • If your file is an executable (if it has an .exe file extension), you must compress

the file using a utility like WinZip® or rename the file to an accepted file extension.

  • If you rename the file, please define the original file name when submitting the file.
  • You can always access the most current list of accepted file extensions by going

to the CA Support Online Open a Case page, expanding the Attachments area and

clicking Show File Extensions.

 

Related Documents: https://communities.ca.com/docs/DOC-231172010

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