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====== Map Suite Sending Data to Support ======

===== Support Ticket Attachment =====
If the data you need to send to support to confidential or of a sensitive nature you can attach the data to an open support ticket.  For more information on opening a support ticket see the [[Map Suite Support Ticket Guide|Support Ticket Guide]].  Attachments have almost no limit however they are transfered over HTTP so it may not be as reliable as FTP for single large files or lots of small files.  The advantage of an attachment to a support ticket is that you can attach the data immediately and do not have to wait for support to create your FTP account.

===== Support E-Mail Attachment =====
There may be times when working through issues on the support forums that you need to send us a file that is either restricted by the forum or is to large to include as an attachment.  In these cases we suggest that you e-mail the file as an attachment to our forum support e-mail address below.  Using this address will ensure that it goes to one of the forum support personal.  

  * Support Forum E-Mail Address: [[mailto:forumsupport@thinkgeo.com|forumsupport@thinkgeo.com]]

==== Guidelines ====
  * Include a URL link to the post in your e-mail.
  * Reference the name of the support person assisting you in your e-mail.
  * Update the forum post to reflect that an e-mail has been sent regarding the issue and outline the attachment contents.
  * We suggest that you include all files in one zip attachment.
  * Limit attachment sizes to under 20MB.  If you need more then either attach it to a support ticket or use FTP, both options are outlined on this page.
  * When sending Visual Studio projects please delete the **\bin** and **\obj** folders to conserve space.

===== FTP File Transfer =====
ThinkGeo has setup a public FTP server to facilitate clients who need to exchange large amounts of data with us.  Unlike attachments to a forum post or attachments to a ticket FTP has no inherit limits and support resume and secure data transfer.

==== Requesting an Account ====
To request an account be setup you need to e-mail support at [[mailto:support@thinkgeo.com|support@thinkgeo.com]].  They will create the account and send you the your user name and  password.

==== Recommended Client ====
To access our FTP site we recommend using either [[http://filezilla-project.org/download.php|Filezilla]], Internet Explorer, Windows Explorer or Mozilla Firefox to connect to our FTP server.

==== Filezilla Instructions ====
[[http://filezilla-project.org/download.php|Filezilla]]

  -Go to File, Site Manager, and click the “New Site” Button
  -Name your new site and then enter the following information:
    * Host: ftp.thinkgeo.com
    * Port: 21
    * Servertype: FTP
    * Logontype: Normal
    * User: [Provided by support]
    * Password: [Provided by support]
  -On the Advanced tab you will need to set the Default remote directory: to “/”, without the quotes.
  -On the Transfer Settings tab you will need to set the Transfer Mode to “Active”.

//Please inform your support contact once your transfer is compete.//

==== Internet Explorer Instructions ====
To access your FTP account simply type 'ftp.thinkgeo.com' into the address bar of Internet Explorer. and a dialog box requesting your credentials should appear. You can only download from the FTP site using this method.

==== Mozilla Firefox Instructions ====
To access your FTP account simply type 'ftp.thinkgeo.com' into the address bar of Internet Explorer. and a dialog box requesting your credentials should appear. You can only download from the FTP site using this method.

==== Windows Explorer Instructions ====
To access your FTP account using Windows Explorer first open Windows Explorer by pressing ‘Start + E’ or opening My Computer. Next type 'ftp.thinkgeo.com' into the address bar and a dialog box requesting your credentials should appear. You can upload to and download from the FTP site using this method.

===== Discussion Forum Attachments =====
If you need to post more than a brief snippet of code to a [[http://gis.thinkgeo.com/Support/DiscussionForums/tabid/143/Default.aspx|Map Suite Discussion Forum]] post, or would like to upload an entire file of source code for our support team to review, you can use the attachment system.

To attach a file to a post you're writing, scroll down below the Submit button until you see the "Attachments" panel, then click the arrow on the right side to expand it. Then you'll see these controls:

{{wiki:Map_Suite_Sending_Data_to_Support_Attachments_Panel.jpg}}

Simply select "Browse," find the file you want to attach, then press "Upload." The file you attach will appear at the end of your post once it is submitted, with a link to download it. If you attach an image, you'll optionally be able to insert it into your message.

==== Limitations ====
  * Up to 20 files can be attached to each post.
  * Attached images can be no larger than 640 pixels wide and 1024 pixels tall.
  * Each attached file must be 2 MB in size or less.
  * Only files with the following extensions are allowed:

^  ^  ^  ^  ^
| .bmp   | .c   | .cpp   | .cs   |
| .csproj   | .doc   | .docx   | .gif   |
| .h   | .htm   | .html   | .jpg   |
| .js   | .pdf   | .png   | .sln   |
| .txt   | .vb   | .vbproj   | .xaml   |
| .xml   |    |    |    |
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