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For Customers Experiencing the Secure File Transfer Authorization Error

CA Technologies identified problems with Secure File Transfer in early October. Customers began experiencing authorization errors when using the thin or full-feature client to upload or download file attachments for their support cases.

Figure 1

The problem was resolved for most customers by deleting cache to remove cookies that had been implemented during a previous site update. Some customers have reported that deleting the cookies / cache either did not resolve the problem or that the problem has returned.

CA is working to provide a permanent solution to this problem.

This problem does not affect customers who use SFTP or FTP to transfer their files. If you are unable to launch the thin or full-feature file transfer client, you can use most SFTP/FTP clients such as FileZilla, WinSCP and many others to transfer files. If the directories for your case have not yet been created, you can create them by clicking the "Create Directories" button in the File Attachments tab for your case. You will also see the complete path to use in the File Attachments tab. The technician you are working with can also create the directories for you.

If you are getting the authorization error with the thin or full-feature client, please try the following directions to delete cookies and cache to resolve the problem.

Microsoft Internet Explorer

  1. Close all browsers.
  2. Open up a clean fresh browser.
  3. Click on Tools, then Internet Options.
  4. On the General tab in the Browsing History section:
    1. Click on settings.
    2. Click on View files.
    3. Option 1
      1. Delete all those temporary internet files.
    4. Option 2
      1. Click either column heading to sort the temporary files and cookies.
      2. Scroll to view the files beginning with "cookie".
      3. Delete the cookies for the domain.
    5. Close the window.
    6. Click OK, then click OK again to close the Internet Options box.
  5. Restart your browser.

Mozilla Firefox

  1. Close all open browsers.
  2. Open Firefox.
  3. In the upper left, click on the Tools menu.
  4. From the drop-down menu, select Options.
  5. Click on the Privacy tab.
    1. In the History section drop-down menu, select Use custom settings for history.
    2. Click the Show Cookies button.
    3. Option 1 - To remove all cookies click the Remove All Cookies button.
    4. Option 2 - To remove only the required cookies, highlight the domain and click the Remove Cookies button.
    5. Click the close button.
    6. Click OK to close the Options dialog box.
  6. Restart your browser.

Google Chrome

  1. Close all open browsers.
  2. Open Chrome.
  3. Click on the Customize and Control Google Chrome button in the upper right-hand corner. It looks like three horizontal lines.
  4. Option 1 - To clear all cookies and cache
    1. Click on History, then Clear browsing data.
    2. For the time period, select the beginning of time.
    3. Select Clear browsing history, Delete cookies, and Empty the cache.
    4. Click Clear browsing data.
  5. Option 2 - To clear only the required cookies.
    1. Click on History.
    2. Click Settings in the left-hand navigation column.
    3. Scroll down and click Show advanced settings.
    4. Under Privacy, click Content settings.
    5. Under Cookies, click All cookies and site data.
    6. Select and click the X to remove it.
    7. Click Done.
    8. Click Done.
    9. Close the Settings tab.