KNOWLEDGE BASE

Sending Large Files to Tableau Support


Published: 12 Feb 2016
Last Modified Date: 24 Aug 2022

Question

How to send large files to Tableau Technical Support.

Answer

CLICK TO EXPAND OPTION 1
Option 1: Use the Customer Portal
  1. Sign in to the Customer Portal using your Tableau user name and password.
  2. On the Customer Portal homepage, click My Cases. 
    User-added image
  3. If you’re uploading files for an existing case, select the case from the list.
  4. If you have not yet created a case with Tableau Support, see Submitting a Case From the Customer Portal.
  5. Click Upload
    User-added image
  6. Browse and select the file you want to upload.
  7. Type a description of your file in the Description field. You can also click the + (plus) button to add files or the - (minus) button to remove any selected files. 
  8. Click Upload.
CLICK TO EXPAND OPTION 2
Option 2: Use the Secure File Transfer Site
If you do not have access to the Customer Portal, or need to send a file larger than 2 GB, use the following process to transfer the file to the Tableau Secure File Transfer site.

Note: In order to correctly match uploaded files to their corresponding case, and thus provide faster resolution, it is important that the case number is provided in the Message field of your upload.
  1. Open a browser window and go to https://tableau.egnyte.com/ul/nk0nJzE4HA
  2. Provide your name, email address and organization. 
  3. Enter the case number in the Message field. If you do not yet have a case number, note the approximate time and date the case was submitted.
User-added image
  1. Add the desired files following the on-screen instructions. This step might take some time depending on the size of the file. Once complete, click Send these files. A success message like the one below will be displayed when the file has been sent. 
User-added image

Note: This method may be used for files up to 10 GB in size. If you need to send files larger than 10 GB or need to use FTP, let our technical support team know.
 
CLICK TO EXPAND OPTION 3
Option 3: Use TSM (Tableau Services Manager)
Send Tableau Server snapshot directly to the Tableau Support Team from the Tableau Server administration tools. For more information, see "Use the TSM web interface" in Tableau Help: 
From Tableau 2021.4, time option (H:mm) is added in tsm maintenance ziplogs when specifying the dates/time.

Additional Information

You acknowledge and agree that:
a) any files or other data you provide to Tableau Technical Support is your Confidential Information and subject to the terms of your End User License Agreement;
b) it is your obligation to remove or obfuscate any sensitive information, personally identifiable information, or other regulated information that may be contained in the data you provide to Tableau;  
c) if you do not remove or obfuscate such information, then you have all rights necessary to transfer it to Tableau, and the information will be handled according to this Privacy Statement.


Discuss this article... Feedback Forum
Did this article resolve the issue?