When you have files that are too large to attach to a Puppet Support ticket, you can upload them to either our MFT server or our SFTP server.
If you are able to use third-party file-sharing solutions, upload files to our MFT server.
If you prefer to connect directly to a Puppet-hosted SFTP server, upload files to our SFTP server.
Version and installation information
Puppet software: All supported versions
Upload via MFT
You can use our MFT server, https://mft.puppet.com, to upload files to an MFT account via a web browser to a secure folder. Access to your files is restricted to only you and the Puppet Support team. Files are deleted automatically after two weeks or by request. Once you have an MFT account, it can be reused for future tickets.
If you don’t have an MFT account, request one when you need to upload large files related to your Support ticket. Your account is linked to your email address. We’ll send a validation email from firstname.lastname@example.org to the email address that you provide, so make sure to include a valid email address as part of your request. After receiving the validation email, you can create an account to upload files to our MFT server. When you log in, a secure folder called
Home is displayed. You can either upload files or view previously uploaded files. If you forget your password, there’s a Forgot password? reset available on the server.
Upload via SFTP
You can upload the output of the support script directly from Puppet Enterprise to our SFTP server. If you want to upload other files to Support, or if your primary server is air-gapped, you can manually upload files to the SFTP server. Access to your files is restricted to only you and the Puppet Support team. We’ll automatically delete the files after seven days or by request.
Upload the support script directly from Puppet Enterprise to our SFTP server
Before you begin, you need:
An active Support ticket number.
To configure your firewall to allow outgoing TCP traffic on port 22 to ssh://customer-support.puppetlabs.net.
To run the script and upload its output using default credentials that are packaged with Puppet Enterprise, run the following:
puppet enterprise support --v3 --ticket <TICKET NUMBER> --upload
puppet enterprise support --v3 --ticket 12345 --upload
To specify your own credentials, run the following:
puppet enterprise support --v3 --ticket <TICKET NUMBER> --upload --upload-user <USERNAME> --upload-key <PATH TO SSH PRIVATE KEY>
puppet enterprise support --v3 --ticket 12345 --upload --upload-user ada.lovelace --upload-key ~/.ssh/id_rsa_pe
If you don’t have a username yet, generate a key pair. Send the public key to Puppet Support and ask for an account to be created for you. You can generate a new key pair using the
Upload files manually
If you want to upload files to our SFTP server, follow these steps to set up an account. Once you have an SFTP account, it can be reused for future tickets.
If you don’t have a key pair yet, generate one using the
Send us the public key, and let us know that you need credentials for the SFTP server. We will send you a username.
After you have an account, navigate to the server at customer-support.puppetlabs.net and log in with your credentials, and put files into the
drop folder. If you see a host identification warning, check the following section for information about changes to the server’s SSH host fingerprints.
SFTP server fingerprint details
Our SFTP server, customer-support.puppetlabs.net, has the following SSH host fingerprints:
# SHA256 hashes SHA256:FBe09SAyXBiLrWyHgrc7GrLR+hK0sB23VUjELt89Gjg (RSA) SHA256:elWbA2dwlXKLd4q43SfFbSp1Dw2FnbLFufsJ4ITn5TU (ECDSA) SHA256:3fBFrK3hOAYrAXLHnPTvOFUUsNtAYaSxX3l59RBt3dY (ED25519)
# MD5 hexadecimal hashes MD5:7e:83:fa:91:4d:e0:1a:fb:04:8f:c5:cb:83:15:b3:b9 (RSA) MD5:1a:6e:f3:d0:de:14:2b:7c:00:0f:c6:69:14:b9:3e:64 (ECDSA) MD5:bf:5c:3d:e1:61:1e:e4:da:57:9e:2c:73:d3:4f:ed:26 (ED25519)
Regular maintenance of the SFTP server can include upgrading to newer operating system versions or hardware. In these cases, host fingerprints of the servers changes. Most SFTP software reacts to a change in the host fingerprint by failing the connection with a warning. For example, OpenSSH prints the following:
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@ @ WARNING: REMOTE HOST IDENTIFICATION HAS CHANGED! @ @@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@ IT IS POSSIBLE THAT SOMEONE IS DOING SOMETHING NASTY! Someone could be eavesdropping on you right now (man-in-the-middle attack)! It is also possible that a host key has just been changed. The fingerprint for the ECDSA key sent by the remote host is SHA256:elWbA2dwlXKLd4q43SfFbSp1Dw2FnbLFufsJ4ITn5TU.
This section records the dates at which SFTP fingerprints changed so that users can verify updates.
- 2018-12-07: The host fingerprints for customer-support.puppetlabs.net were changed.