Submit files

You can submit files for investigation by Sophos. Submitted files are added to your support case.

You must create a case before you can submit files for it. See Create a Technical support case and Create a Customer/Partner care case.

For information on how to view or download files that you submitted, see View or download files.

Note the following:

• You can't submit files for a case with status Closed.
• When you submit files for a case with status Open, the status changes to Sophos Investigating.
• When you submit files for a case with status New, the status remains as New.

Prepare files

In the following cases, you must compress your files to a ZIP file before uploading them to the Sophos Support Portal:

• You want to upload multiple files.
• The file is larger than 100 GB.
• The file has no extension or no allowed extension.

We allow the following file extensions: .7z, .bmp, .cab, .csv, .dll, .dmp, .doc, .docx, .etl, .gif, .har, .iso, .jpeg, .jpg, .log, .ods, .odt, .pcap, .pcapng, .pdf, .pml, .png, .rar, .sql, .tar, .tgz, .tiff, .txt, .xls, .xlsx, .zip.

For security reasons, the list of allowed extensions doesn't include program files, such as .exe or .msi files. Always compress these files to a ZIP file before uploading them.

Upload files

To upload a file to the Sophos Support Portal, do as follows:

1. Go to Sophos Support and sign in if you aren't already signed in.
2. Click Cases.
3. Find the case number for the case you want to add files to and click it. This opens the case.

4. Click Upload a File.

   

5. If this is the first time you've uploaded a file, a dialog to verify your email address opens in a new browser tab.

   If we've already verified your email address, go to step 12.

   

6. Enter your Sophos Support Portal email address and click Submit.

   You might also have to complete a CAPTCHA.

7. We'll send you an email with a verification code. Copy the code from the email.

8. In the Sophos Support Portal, go back to the page for your case and paste the verification code in the Email Verification Code field.

   

9. Select the checkbox to agree to the SendSafely Terms of Service and Privacy Policy.

   Make sure to click the links and read the documents before selecting the checkbox.

   

10. Optional: Select the checkbox so that we'll remember you on the current device for 30 days.

    We recommend you clear the checkbox if you upload the file from a public or shared device.

    

11. Click Submit.

    

12. A Secure File Drop dialog opens in a new browser tab.

    In that dialog, use one of the following methods to select the file to upload:

    • Drag the file onto the drop area.
    • Click in the drop area and select the file via a dialog.

    

    Note

    You can't edit the case number or email address in the Secure File Drop dialog. To upload a file for another case or user, sign in as that user and repeat this procedure for the other case.

13. Wait until the file is completely loaded. Then click Submit.

    

14. When you see a Thank you message, the file has been successfully submitted and added to your case.

    Sophos Support will refer to your file submission as a package. The package ID is shown as Submission ID under the Thank you message.

    

15. If required, click Upload More Files and repeat the previous steps to upload another file.

    

16. When you've uploaded all files, go back to the page for your case and refresh it. The page now shows a SendSafely notification with a link to the files.

    You only see this notification if your email matches the Case Contact email of the case.