File Transfer Protocol (FTP) - Troubleshooting Guide (ARTICLE)

Use this guide to address FTP-related issues. We support devices and platforms from Eagle.io, iTwin, Svantek, and Loadsensing. While troubleshooting steps are often similar across systems, platform-specific behavior may apply.

Connection Issues - When I run a test, the system gives me a failed message
1. Double-check the server information written on the FTP configuration. Be sure to confirm the fields below are correct:
  1. Hostname
  2. Port number (If applicable)
  3. Username
  4. Password
  5. Remote directory
  6. FTP Mode (FTP or SFTP)
  7. Server Encryption (TLS, SSL, or None)

1. Once the information matches, run a test to make sure there is a successful connection to the server

2. Missing Data - The data file is not populating or updating in its final location

1. Check the server permission level. It could be blocking the FTP from obtaining access to the destination. Be sure to give Read/Write access.
2. Check server block/allow/whitelist list, and unblock/allow IP address as needed
3. Traffic issue: Confirm that users with access to the file on the server end do not have the file open. The file staying open would block overriding or appending capabilities of the FTP.
  1. It is recommended to create a copy of the file to a location where users can access the data without affecting the FTP process.

3. If you are still experiencing FTP issues, we recommend contacting us at support@Spectotechnology.com, where one of our team members will support you. Be sure to include the information below:

- Sales number, if applicable
- Device name
- Device serial number
- FTP Configuration information (Hostname, Username, Password, etc.)
- Specify the issue you are facing
- Attach any pictures or screenshots to help the support member