How to Upload Large Files to a Support Ticket
Learn how to send files larger than 100MB using the Large Files upload tool on your support ticket.
If you need to send SolidCAM Support a file larger than 100MB, such as a large machining video, a full project archive, a zip file, a machine simulation, or a big log bundle, you can't attach it directly to a ticket reply. Instead, use the Large Files tool on your ticket page. This article walks through how.
When you'll need this
The size limit depends on where you're attaching a file:
- Creating a new ticket: files up to 100MB
- Replying to an existing ticket: files up to 50MB
If your file is larger than the limit for what you're doing, use the Large Files tool instead. It accepts files up to 1.95GB each.
If your file fits under the relevant limit above, you don't need any of this. Just attach it directly as usual.
Step 1: Find the Large Files panel
Open your ticket in the Customer Portal. On the right-hand side of the page, you'll see a Large Files section. This lists any large files already uploaded to the ticket, along with an Upload files over 100MB button at the top.
Step 2: Start the upload
Click Upload files over 100MB. This opens the upload tool in a new browser tab. Your ticket page, including anything you were in the middle of writing in a reply, stays exactly as you left it.
Step 3: Choose your file(s)
On the upload page, either:
- Drag and drop one or more files onto the page, or
- Click the upload area to browse and select files from your computer
You can select multiple files at once if you have more than one to send.
Step 4: Wait for the upload to finish
Each file shows its own progress. Larger files or slower internet connections will naturally take longer. A very large file on a slow connection can take a while, so it's fine to leave the tab open and let it run in the background.
If a file fails to upload, you'll see a Retry option next to it. The rest of your files (if you selected several) will still upload normally even if one has a problem.
Step 5: Let your support agent know
This is the step people miss most often. Once your files finish uploading, you'll see a confirmation screen. Uploading here does not automatically notify your support agent. Close the upload tab, then go back to your ticket and reply, letting them know you've sent a file.
A simple reply like this is enough:
I've uploaded the file using the large file upload tool.
What happens next
Your file is typically attached to the ticket within about a minute of finishing its upload. It will then appear in the Large Files list on your ticket, and your support agent will be able to see and download it once you've mentioned it in your reply.
Troubleshooting
The upload link says it's no longer valid. Upload links are only valid for a short time after you open the page. Go back to your ticket and click Upload files over 100MB again to get a fresh link.
My file is too large. The Large Files tool accepts files up to 1.95GB. If your file is larger than that, please contact SolidCAM Support directly for help sending it.
The upload failed partway through. Click Retry next to that file on the results screen. If it keeps failing, try again on a more stable internet connection, or reach out to Support.
I closed the tab before I saw the confirmation screen. Check the Large Files list on your ticket. If your file shows up there, it went through successfully. If it's missing, just try uploading it again.