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