Sharing Files With NI Technical Support Team

I opened a support ticket with NI tech support team, and I was requested to share some files (screenshots, NI MAX report, VIs, etc.) to continue the troubleshooting. What methods can I use to provide the files requested?

To share files with the Technical Support Engineer (TSE) who is assisting you, use one of the following methods:

FOR FILES SMALLER THAN 500MB 

1. Email Attachments:
   • Whenever you reply to the support ticket (technical.support@ni.com) you can attach the files you have been requested to share.
     • Ensure you do not have any IT restrictions to share compressed files (ZIP, TAR, GZ, etc.) via email, or any other file extensions. Otherwise, the files will not be delivered.
     • Do NOT change the service request subject. Doing this will prevent further emails and files from being delivered.
2. Upload files to the Service Request Manager (SRM):
   • Navigate to ni.com/ask and sign in
   • You should see your current and past cases under "Manage My Service Request Cases". 
     • You must have an active Support Service Program (SSP).
   • Look for your ticket number and click the "Add Files" button and add their file(s) via the window that opens.

FOR FILES GREATER THAN 500MB 

• OneDrive shared folder: If needed, TSE can provide you with a link where you can upload the files requested.
  • The TSE will share the OneDrive folder with the same email you used to create the support ticket, notify the TSE if you work with other emails.

Recommendations:

• For large files, make sure to place them in a .zip folder, and include your service request number in the filename (example: XXXXXX.zip).
• Assign names to the files shared accordingly to the issue or information they represent (example: cRIO-9040 NI MAX Error.jpg).