Introduction

When there is a need to provide logs to the Neo4j Customer Support Team, you may use our file transfer system where you can securely upload your log collections.

There are several ways to upload files to us, depending on location of the files and the preferred method of upload.

We provide HTTPS, SFTP, and FTP+SSL based upload mechanisms, and would expect either the Web UI, or SCP (SFTP) methods.to be the most commonly used.

Note: Once files are uploaded they will be moved to our secure storage vault and will no longer appear in the upload system.

Supported Upload Methods

Protocol	Upload Method	Recommended Use-Case
HTTPS	Web-based Upload Interface	Files reside locally on your machine, or, The remote Neo4j environment has a graphical console, such as using Windows Server over RDP
SFTP	SCP (Secure Copy)	Files reside on a remote Linux server accessible over SSH and needs a command line method to upload files, or, Scripts and automated processes that need an non-interactive upload method
	cURL	Preference to use the cURL command rather than the recommended SCP
	SFTP Utility	Command line power-users who are familiar with full SFTP sessions and their command driven workflow
FTP+SSL	cURL	Remote environments without access to remote servers on the default SSH port 22, or, Preference for FTP over SFTP

Note: All of the above methods use SSL/TLS encryption to ensure files are uploaded securely

 

Your Login Credentials

The Customer Support Engineer working on your ticket, will share the necessary credentials within the support ticket, in the following format:

 

Your login details are as follows:

Server: https://upload.support.neo4j.com
Username: USERNAME
Password: PASSWORD

 

The username will be the ticket number and as such, these credentials are to be used on a case-by-case basis.

 

For Platinum-tier customers requiring stable, re-usable credentials or key-based SSH authentication to put in a run-book (or similar), please raise a support request with us to discuss setting this up and integrating it with your workflow.

 

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Uploading via Web UI

If the files to be uploaded, are on a local machine, or have been copied out of a secure environment to a local machine in advance, the easiest way to upload these files to us, is via our Web Upload portal which uses HTTPS for TLS/SSL encryption on the wire and supports drag-and-drop.

Simply browse to the web UI at https://upload.support.neo4j.com, log in, using the credentials provided within the Support ticket, and upload your files in the same way as you would with any common cloud-storage systems.

 

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Uploading via SFTP

With SCP:

Often, Linux distributions do not include libssh in their version of cURL, and therefore the easiest way to upload is by using the SCP utility to upload with the SFTP:

scp UPLOAD_FILENAME USERNAME@upload.support.neo4j.com:/

Substituting UPLOAD_FILENAME with the file you wish to upload.

You will be prompted for a password.

Note: The full colon (:) between the server name and the destination path is required, all destination directory paths must terminate with a trailing slash (/).
Omitting the trailing slash in SCP will treat the destination path as a file instead of a directory, and this file will be overwritten by any subsequent uploads.

Multiple files can be specified for sequential uploads by listing them all in place of UPLOAD_FILENAME, each separated by a space:

scp UPLOAD_FILE1 UPLOAD_FILE2 USERNAME@upload.support.neo4j.com:/

 

With cURL:

If your installation of cURL does include libssh, the easiest way to upload is by using a PUT operation:

curl -X PUT -u USERNAME sftp://upload.support.neo4j.com/ -T UPLOAD_FILENAME

Substituting UPLOAD_FILENAME with the file you wish to upload.

You will be prompted for your password.

 

With a command line SFTP Client:

You can also use a full SFTP session to upload to us:

Start a session with:

sftp USERNAME@upload.support.neo4j.com

Create a directory for the case number, e.g. 12345:

mkdir 12345

Make this your current directory:

cd 12345

You can then use PUT operations to upload each of your files into this directory:

put UPLOAD_FILENAME

 

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Uploading via FTP+SSL

With cURL:

Most installations of cURL can operate with the FTP protocol, therefore the easiest way to upload is by using a PUT operation:

curl --ssl-reqd -X PUT -u USERNAME ftp://upload.support.neo4j.com/ -T UPLOAD_FILENAME

Substituting UPLOAD_FILENAME with the file you wish to upload. 

You will be prompted for your password.

Note the --ssl-reqd setting that ensures your uploads are transmitted using TLS/SSL encryption on the wire.