View a markdown version of this page

Uploading attachments - AWS Support

Uploading attachments

You can attach files when creating a support case or when replying to an existing case. You can attach up to 10 files, with each file up to 150 MB.

Support Center Console
To upload attachments using the console

  1. On the Create case page or in the reply section of a case, choose Choose file.

  2. Select up to 10 files from your file picker. Each file can be up to 150 MB. Each file begins uploading immediately and the Status column displays a real-time progress bar during the upload.

  3. When a file finishes uploading, the status changes to Upload completed and the Action column displays Remove.

  4. After all files reach Upload completed status, complete the remaining case fields and then choose Submit.

After you submit the case, uploaded attachments appear as clickable links in the case correspondence on the Case details page.

AWS Support API

You can programmatically attach files to a support case or case communication using the AWS Support API. The API uses a multipart upload flow with presigned URLs.

To upload an attachment using the API

  1. Start the upload. Call GetAttachmentUploadLinks with fileName and fileSizeBytes. The response returns an uploadId, partSizeBytes, totalParts, and a first batch of presigned upload URLs.

  2. Split and upload your file. Divide your file into segments of partSizeBytes bytes by reading sequentially from the start of the file. The first segment corresponds to partIndex 1, the second to partIndex 2, and so on. The final segment may be smaller than partSizeBytes. PUT each segment to the presigned URL with the matching partIndex. Save the ETag that Amazon S3 returns for each successful PUT.

  3. Get more URLs if needed. Each call returns up to 10 URLs. If your file has more than 10 parts, call GetAttachmentUploadLinks again with the same uploadId, passing nextIndex as uploadRange.startIndex. Repeat until nextIndex is null.

  4. Report completed parts. Call CompleteAttachmentUpload with the uploadId, partIndex, and ETag for each part as soon as its PUT succeeds. Reporting parts immediately makes the upload resumable. If the upload is interrupted, only unreported parts need to be re-uploaded.

  5. Wait for the upload to be ready. Poll DescribeAttachmentUploadStatus until uploadStatus is attachment-ready. Processing is asynchronous and may take a few minutes for larger files.

  6. Attach to a case. Pass the uploadId in the uploadIds parameter of CreateCase or AddCommunicationToCase.

uploadId vs. attachmentId

An uploadId identifies an in-progress upload session and is used with the upload operations (GetAttachmentUploadLinks, CompleteAttachmentUpload, DescribeAttachmentUploadStatus) and as input to CreateCase or AddCommunicationToCase.

An attachmentId is generated after the upload is committed to a case communication. Use GetAttachmentDownloadLink with an attachmentId to download attachments. You can obtain the attachmentId from the attachments field of a Communication returned by DescribeCommunications.

Note

DescribeAttachment only supports attachments that are 5 MB or smaller. Calling DescribeAttachment for a larger attachment returns InvalidParameterValueException. To download attachments larger than 5 MB, use GetAttachmentDownloadLink.

Endpoints

Presigned URLs returned by these operations are served from the following domains:

  • Upload URLs (GetAttachmentUploadLinks): v1.uploads.attachments.support.us-east-1.amazonaws.com

  • Download URLs (GetAttachmentDownloadLink): v1.downloads.attachments.support.us-east-1.amazonaws.com

If your environment restricts outbound traffic, ensure both domains are reachable.

Constraints

  • Maximum file size per upload: 150 MB.

  • Maximum upload URLs returned per call to GetAttachmentUploadLinks: 10.

  • Maximum number of uploadIds per CreateCase or AddCommunicationToCase request: 10.