This page explains how to upload input to a ticket and to download input from a ticket using a temporary secure FTP account.

 

Upload via secure FTP

 

1- Click on the secure FTP link, in the automatic email you have received at the ticket creation

2- You will receive an email giving you the credentials for a secure FTP temporary account.

 

When the secure ftp account is created, you must use an FTP client like Filezilla to connect to the ft://supportftp.castsoftware.com server. If you use Windows Explorer (your browser) with a secured ftp account, you will not be able to connect.

 

3- Launch your FTP client, for instance Filezilla.

 

4- Go to File > Site Manager

1. Host: supportftp.castsoftware.com 
2. User: <as given in your ticket>
3. Password: <as given in your ticket>
4. Encryption: "Use Explicit FTP over TLS" 
5. Click on Connect

 

5- Select the input to be uploaded from the Filename section

 

6- Right Click and select the Upload option  

 

 

II- Download via FTP

In order to get a temporary secure FTP account and to connect to the FTP server, follow the point 1 to 4 described in the "Upload via secure FTP" above section.

 

5- In the right section, double click on the Download folder

 

6- Right Click on the input you want to download and select the Download option  

 

 

Note: 

• if your Organization Network prevent the ftp Client to connect to ftp://supportftp.castsoftware.com (Firewall configuration, Proxy parameters), you will not be able to upload input via Secure FTP. In that case, you can upload input using the HTTPS option as described in the Files attachment - Upload via HTTPS page

• Make sure that the input you will upload does not contain invalid characters such as "{", "}".