This article provides background information for frequent DNS failure issue and an alternative method for uploading Technical Support Information (TSI) files for Mist-managed SSR devices when uploads from the Mist portal fail. It also outlines the prerequisites and supported console-based upload process for attaching files to a JTAC case.

"TSI upload failed" WAN edge event errors occur when sending WAN edge logs to Mist

#RCA
Intermittent DNS resolution or lack of Internet connectivity to Mist Cloud from the SSR shell is causing the TSI upload to fail. DNS issue can be verified through dig command

Sample: 

• [root@test t128]# dig manage.ac2.mist.com
  ; <<>> DiG 9.11.4-P2-RedHat-9.11.4-26.0.3.P2.el7_9.16 <<>> manage.ac2.mist.com
  ;; global options: +cmd
  ;; connection timed out; no servers could be reached
   
  
• We need to configure reliable public or enterprise DNS servers
• We recommend investigating and fixing the root cause of DNS or Internet instability (ISP, firewall, or routing issue) to prevent recurrence
• As a workaround TSI files can also be uploaded by following below steps.
  
  

Prerequisite / Condition

The device must be reachable and have active internet connectivity to successfully upload the TSI file using the console-based method. If TSI upload from the Mist portal fails, use the console-based SFTP method to upload the TSI file to the associated JTAC case. This method has been tested and works as expected, provided the device has internet access.

To generate TSI refer to KB75272 [juniper.net]

Workaround Procedure

1. Connect to the JTAC SFTP server:

sftp [email protected]

2. When prompted for a password, enter anonymous.

3. Create a directory for your JTAC case number:

sftp> mkdir pub/incoming/<your_case_number>

Example:

pub/incoming/2026-XXX-YYYY

4. Change to the case directory:

sftp> cd pub/incoming/<your_case_number>

5. Verify the current directory:

sftp> pwd

6. Upload the TSI file:

sftp> put TSI.zip

For more details about Juniper SFTP refer KB23337 [juniper.net]