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How to Share Log Files, Screenshots, and Error Messages with Dell

Summary: Instructions on how to upload files, screenshots, and error messages to Service Requests.

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.

Instructions

Instructions
  1. Go to Dell.com/Support
  2. Sign In to your account if you are not already
Dell Technologies Sign In process 
Figure 1: Dell Technologies Sign In process
  1. Select Support Service Requests & Dispatch Status
Dell Technologies Support Page
Figure 2: Dell Technologies Support Page
  1. Search using the Service Request (SR) Number
Dell Support Service Request search
Figure 3: Dell Support Service Request search
  1. If prompted, you must enter the email address of the primary case contact      
  • This may be different than the account login depending on who created the case.         
    • A support agent can find this information by going to the SR and looking at the case contact
  1. Once a Service Request Number match is found, the Service Request Details page is displayed 
  2. In the Activity Center section of the page, users see Attachments.
    Activity Center Attachments Page

Figure 3: Activity Center Attachments Page
  1. Click the Attach Files button
  • You can either drag and drop files or Select Files to upload
  1. Once the files are added to the upload window, either select Upload (1 by 1) or Upload All
  • Upload speeds vary due to the size of the file and the user's local network speed
Upload Selected Attachments

Figure 4: Upload Selected Attachments
  1. Once the files are uploaded, they are visible within the Dell Ticketing tool and in the agent’s troubleshooting console

Notice: All accounts will be disabled permanently on June 30th as per the planned application decommission. Users are encouraged to begin using MFT for all file transfers going forward. Please reach out to ftp.support@dell.com with any questions. If you are a Dell customer or partner, please work with your Dell business contact.

Additional Information

Refer to this video:

Affected Products

Entry Level & Midrange
Article Properties
Article Number: 000212038
Article Type: How To
Last Modified: 15 Jul 2024
Version:  5
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