Troubleshooting Connection Issues with the SCP File Server
(Doc ID 1774458.1)
Last updated on DECEMBER 23, 2022
Applies to:
Oracle Responsys Marketing Platform Cloud Service - Version 6X and laterInformation in this document applies to any platform.
Information in this document applies to any platform.
Purpose
The purpose this document is to provide common questions and answers and troubleshooting scenarios for connection issues with the SCP file server (files.responsys.net)
Questions and Answers
To view full details, sign in with your My Oracle Support account. |
|
Don't have a My Oracle Support account? Click to get started! |
In this Document
| Purpose |
| Questions and Answers |
| Troubleshooting Tips |
| Public SSH2 key installed by Responsys Support |
| Use the correct credentials |
| Use the correct syntax (command line) |
| Using FTP Clients |
| Configuring FileZilla |
| Configuring WinSCP |
| 1. Gather the relevant information from the customer |
| 2. Make sure that the data gateway exists Make sure the customer is trying to connect to the correct user name |
| 3. Make sure the customer's public SSH2 key has been correctly installed in the authorized_keys2 file. |
| 4. Make sure the customer is connecting using the correct credentials. |
| 5. If the customer is continuing to have trouble, ask for the verbose log from their session. |
| 6. You can ask a customer to do an “nslookup” on a Windows command prompt for the file server to check for a network issue. |
| 7. Sometimes customers will try to connect with the user name <ACCOUNT>_scp@files.responsys.net and the host name files.responsys.net. |
| 8. Another common issue is the customer not providing their private key in their connection attempt, or providing the wrong key. |
| References |