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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 later
Information in this document applies to any platform.
Information in this document applies to any platform.


 The purpose this document is to provide common questions and answers and troubleshooting scenarios for connection issues with the SCP file server (

Questions and Answers

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In this Document
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> and the host name
 8. Another common issue is the customer not providing their private key in their connection attempt, or providing the wrong key.

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