When creating or updating a case with an error message or log details from the Customer Support Center portal, do not add the error text in the Message field.

Submitting text with special characters generates an error in the portal due to the special characters included in most error messages.

To upload an error message, save the error message as a text file. Then, do either of the following:

• From the Customer Support Center portal, navigate to the Attachments tab and upload the text file.
• Use SASTSDrive by completing the steps in SAS KB0036136, "How to upload and download files using the SASTSDrive file sharing server."
• Respond to the SAS Support email that you received with the case number in the Subject, and attach the text file.