This knowledge base article describes the steps to send files larger than 30 MB to Sophos Support in reference to an active case. For files 30 MB or smaller, please submit a Technical Support request with your case reference number.
In order to connect to the Sophos FTP site, you will need:
Use an FTP proxy or configure your firewall to allow:
FTP over explicit TLS/SSL
If you are unable to connect to the secure server, please use the following settings (data may be visible to others):
Once successfully connected, upload (transfer) the file to our server.
The file will be copied to our FTP server with a progress bar shown at the bottom of the program. Depending on the file's size and your Internet connection speed the transfer may take a while. Once uploaded you can select the 'Successful transfers' tab at the bottom of the program to see summary information.
If there is a problem connecting to our server check what is recorded in the log, which is shown near the top of the program. Example of an incorrect username or password:
If you have used the secure settings consider changing to the insecure settings. Using the insecure settings allows FileZilla to use port 21 (standard FTP port) instead of 990 which may not be allowed through your firewall.
For further information select 'Help' | 'Getting help' from the drop-down menu:
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Every comment submitted here is read (by a human) but we do not reply to specific technical questions. For technical support post a question to the community. Or click here for new feature/product improvements. Alternatively for paid/licensed products open a support ticket.