How to upload files to Riverbed Support

Solution Number:
Last Modified:
  • How do I upload files to Riverbed?
  • How do I FTP to Riverbed?
  • How can I provide files to Riverbed?
  • Does Riverbed Support SFTP? 
  • FTP is blocked on my firewall. Is there an alternate way to upload files?

Riverbed offers various ways to upload files so you can share files with the support team to help diagnose issues. You may upload your file to the Riverbed Support site or connect to Riverbed  via FTP or SFTP.

There are 7 different methods to upload files to Riverbed Support:

Method 1:  From Riverbed Support Portal

  • Submit a case: you may upload multiple files adding up to 5 GB as you complete your form.
  • Case details: you may upload a file from the case details page. Navigate to My Riverbed > Cases & RMAs, select the case number, scroll down to the Case Comments, Attach a file, click "Choose File", select your file, click Open, then click Submit.
  • System Dump Analyzer: navigate to Knowledge Base > System Dump Analyzer. Select the file you want to upload and you may also associate it to the case.
Note: File upload tool has some known limitations with Citrix VDI and IE version 9. IE version 10 and onwards does not have this issue.

Method 2: Uploading directly from SteelHead/Interceptor/SCC/SCM

Since RiOS 8.5.0, the option exists to upload Sysdump and tcpdump files directly from SteelHead.  The option has since been added in SCC and Interceptor as well.  After generating the sysdump or capture file, click on the filename to expand the options.  One may choose to Upload to Riverbed Support. Enter the Case Number then click Upload.  The SteelHead will connect to to upload the file with the case number automatically prepended in the filename.  If FTP to the Internet is blocked, then the file must be downloaded from the appliance and one of the following alternate methods must be used.


For methods 3, 4, 5 and 6 below, add your case number to the sysdump or tcpdump file using the following naming convention:
If you do not name your file properly, the file will not be uploaded to your support case.

For example:

  • case_123456_sysdump_RB-SH01-20180321-115424.tgz

Method 3: Uploading via SCP from the SteelHead CLI

In newer versions of code, you can generate a new system dump and upload it to the case using the single command line:
# debug generate dump all-logs upload <case_number>
# debug generate dump all-logs upload 123456

If the command above is not supported, or if you are uploading a file other than a new system dump, you can use the two step process below.
First find out the exact file name of the file you want to upload via the following comand:

Steelhead # show file [debug-dump|process-dump|tcpdump|stats|sa]

Then upload the relevant file to Riverbed Support use the command:
Steelhead # file [debug-dump|process-dump|tcpdump|stats|sa] upload <filename> scp://<casenumber>_<filename>

Steelhead # show file debug-dump
Steelhead #
Steelhead #
Steelhead # file debug-dump upload sysdump-SteelHead-20180424-071944.tgz scp://
Steelhead #
Steelhead # show uploads     */ To show the uploading status
Note: In order to upload files via SCP directly to Riverbed Support you need to allow TCP port 22 from the SteelHead to through your firewall.
Please be aware that the file upload may take some time and there is no progress indication or confirmation log message once the upload completes. 

Method 4: Uploading via (FTP) from the Command Line on your local host

NOTE: Be sure that your file name conforms to the naming convention described above Method 3.
To copy files to the FTP site, use these DOS/UNIX commands:

$ ftp
login: anonymous
ftp> binary
ftp> hash
ftp> cd incoming
ftp> put case_12345_myfile.tgz
ftp> bye

Method 5: Uploading via FTP from your Web Browser (Microsoft IE) or Windows Explorer

You can also drag and drop using the Windows Internet Explorer web browser.

  • Navigate to
  • If using IE, click the View or Page drop down menu, then select "Open FTP site in File Explorer" (Called "Windows Explorer" in older versions of IE)
  • Drag and drop the file in the Windows\File Explorer window that appears
  • Be sure to use the working file name examples above
NOTE: The folder will appear empty as anonymous users do not have view rights to the folder contents.

Method 6: Uploading via SFTP

To send files to Riverbed using the SFTP protocol:

  • Connect to s using a FTP client such as FileZilla. Username: sftpuser, Password: your email address

  • Under 'Remote Site' you should see the 'incoming' folder. You will not be able to retrieve the directory listing for this folder (you'll get an error), but you can write files to the folder

    Error if you try to click into the 'incoming' dir:

  • Upload files to the incoming folder by dragging and dropping the file onto the 'incoming' folder. Double-clicking will not work.

Method 7: Uploading large files via Secure File Transfer from your Web Browser

If your firewall prevents access to the FTP server, Riverbed offers a "Secure File Transfer" service via a secure website (https). Contact your Riverbed Engineer if you wish to use this service.

NOTICE: Riverbed® product names have changed. Please refer to the Product List for a complete list of product names.
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