When contacting us about a technical issue you may need to send us one or more files that are too large to email. For files 30MB and lower you can use our support request form on the Contact Support page - remember to enter an existing case reference into the form (if you have one) and it'll get to the right person.
For files larger than 30MB you should send them to us by File Transfer Protocol (ftp). There are two ways of doing this:
For instructions using the Windows command prompt see article 42273. Otherwise see below.
Applies to the following Sophos product(s) and version(s)
Not product specific
In order to use the FTP site, you will need:
An FTP Client. The Sophos FTP has been tested with several FTP clients. The instructions below show how to configure FileZilla client (http://filezilla-project.org/) to connect to Sophos' FTP. FileZilla is an Open Source program and is free to use.
Credentials supplied by us. Contact Support if you do not have credentials. The credentials will be sent to you as an encrypted email using Sophos SPX Encryption.
We strongly advise that all files uploaded to the Sophos FTP site be archived using the highest compression options available to minimize transfer times and/or problem. We recommend using 7-zip to create these archives, it is available on many different platforms, is Open Source, and is free to use.
Archiving files you intend to upload to the Sophos FTP has a number of benefits:
Note: If you need to upload a sample file, see these separate instructions.
The following details are required to configure an FTP Client to connect to Sophos' FTP.
FTP over explicit TLS/SSL
Use the following settings if you are not able to connect to the secure server.
Note: All data sent and received across the insecure ftp network may be visible to others!
Firewall requirements (or use FTP proxy if you have one):
Once successfully connected (see Troubleshooting a connection problem below for any problems) you need to 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 from the section 'Settings required - FTP client' at the beginning of this article consider changing to the insecure settings. Using the insecure settings allows FileZilla to use port 21 (standard FTP port) instead of 990 - port 990 may not be allowed through your firewall. Example of insecure settings (red fields show changes needed from that of a secure connection):
For further information select 'Help' | 'Getting help' from the drop-down menu:
If you believe your credentials are not working contact Technical Support.
Every comment submitted here is read (by a human) but we do not reply to specific technical questions. If you need technical support please post a question to our community. Alternatively for licensed products open a support ticket.