How to upload and download files through a support service request
Description
When files or logs are requested or firmware is provided by support, upload or download them through your service request
Resolution
If you are looking to download files or firmware provided by support scroll down to step five for a screenshot of where you will find them. Once support uploads the files they can be found under attachments.
Step 1
Log into the mysonicwall.com site
Step 2
In Classic Mode, select Support > Manage Cases from the left menu.
Step 3
Search for the case number. In Classic Mode, the search bar is in the upper right above the results box
In Contemporary Mode, select the magnifying glass in the upper left
NOTE: If the search does not yield the appropriate results, the option to select from My Account Cases is available in Classic Mode. Select that option and run the search.
Step 4
Click on the ID or Title of the case to open it
After the file has been attached, the Support Engineer will receive notification that a file has been uploaded.
