Documentation

While configuring your SFTP connection, you may encounter several issues. Understanding these common errors can help streamline the setup process and facilitate quick resolutions.

Quick troubleshooting checklist

When SFTP extraction is not working, follow these steps in order:

1. Check connection status in Improvado
2. Verify credentials (username, password/key, host, port)
3. Test file path and folder permissions
4. Confirm file format matches expected format
5. Check file size and timeout settings
6. Verify IP whitelist includes Improvado IPs

SFTP connection failure

• Wrong host (invalid)
• Wrong host (valid, but does no FTP configuration) OR wrong port
• Wrong port
• Whitelist problem
• Other connection troubles
• Invalid host key

Error messages:

General Solution

Verify Host and Port Settings:

• Ensure that the host address and port number for the SFTP server are entered correctly. Double-check for any typographical errors.
• Confirm that the port number corresponds to the one used by your SFTP server for connections.

Check Firewall and Network Policy:

• If you're using a firewall, review your network policy to ensure that the IP addresses used for the SFTP connection are whitelisted.
• This includes verifying that the SFTP server's IP address is allowed through any firewalls or network security systems in place.

Configure Static IP Option:

• In your connection parameters, find the option to "Use static IP."
• Set this option to "YES" to establish a stable connection using a consistent IP address.

Retry Connection:

• If the initial connection attempt fails, try connecting to the SFTP server again after a short period. Temporary network issues or server downtimes could be a factor.

Review SFTP Server Configuration:

• in case of persistent connection issues, examine your SFTP server's configuration settings. Ensure that it is set up correctly and is operational.

Refer to the Documentation if necessary.

Wrong permissions

Error message:

Solution

Verify Folder Path:‍

• Confirm that the folder path you are trying to access on the SFTP server is correct. Check for any typing errors in the folder name or path.
• Ensure that the folder exists on the server and that the path accurately leads to it.

Check User Permissions:‍

• Review the permissions set for your user account on the SFTP server. Make sure you have the necessary permissions to access the folder in question.
• You might need to ```READ```, ```WRITE```, or ```EXECUTE``` permissions, depending on the actions you are trying to perform.

Review SFTP Server Configuration:‍

• Examine your SFTP server's configuration settings. There may be restrictions or specific configurations that are causing the permission denial.
• Check if there are any server-side rules or settings that specifically restrict access to the folder.

Consult IT or Server Administrator:‍

• If you are unable to verify or adjust the permissions yourself, contact your IT department or the server administrator for assistance. They can check the server settings and modify permissions as necessary.

Retry Access:‍

• After ensuring the correct folder path and adjusting permissions, try accessing the folder again on the SFTP server.

Wrong input data

• Password is not specified
• Wrong authentication type or wrong credentials
• Wrong user/password

Error messages:

Solution

Review Credentials:‍

• For 'Authentication failed' errors, recheck your username, password, or key files to ensure they're accurate and current.

Private Key Password:

• If a password is required for a private key, confirm you're using the correct one. Reset or replace the key if you're uncertain.

Authentication Type:‍

• For 'Bad authentication type' errors, ensure your authentication method (password or key-based) matches what the SFTP server expects.

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Wrong username format

What this means

This issue occurs when using the username from the first column of the local users list instead of the username from the Connection string column. The simplified display name in the first column will not work for destination connections.

Solution

For instructions on locating your credentials, refer to the setup guide: Connecting SFTP Hosted in Azure Blob Storage to Improvado.

Permission denied on remote directory

What this means

Your SFTP user lacks the necessary permissions on the remote directory.

Solution

1. Verify the folder path is correct.

2. Confirm your user has READ access (and WRITE if needed) to the target folder.

3. Contact your server administrator to adjust permissions if necessary.

Timeout issues with large files

Issue

Extraction fails or times out when processing large files.

What this means

Large files may exceed transfer time limits or cause server overload.

Solution

1. Split large files into smaller chunks on the source server.

2. Schedule extractions during off-peak hours.

3. Increase timeout settings if available.

File not extracting or ingestion error

Error messages:

What this means

The file was modified, moved, or deleted while the extraction was in progress.

Solution

1. Avoid modifying, moving, or deleting files during scheduled extraction times.

2. Re-upload the file to the SFTP server.

3. Wait for the next scheduled extraction or contact the Improvado team to manually trigger a re-sync.

File uploaded but not appearing in Improvado

Issue

File is uploaded to SFTP server but data doesn't appear after extraction runs.

Possible causes

Solution

1. Verify the exact filename and path where the file was uploaded.

2. Compare against the connector's configured file path and naming pattern.

3. Check file encoding and delimiter settings.

4. If the issue persists, contact the Support team with:

• Exact filename and path
• Screenshot of the error message
• Sample of file content (first 10 rows) if non-sensitive