Use this article when an account-holder can't connect to your Celigo-hosted SFTP file server, a transfer fails, or you need to confirm what the platform can and cannot tell you about account-holder activity. It covers authentication failures, throttling, the operation-not-supported error, and license expiration.
Account-holder activity tracking and visibility
Currently, account-holder file operations and authentication attempts (successful or failed) are not recorded. However, you can do the following:
- Confirm a file arrived — Check the account's home folder on the File storage page. A file an account-holder uploaded appears there immediately.
- Confirm configuration is correct — The platform audit log records file server and account configuration changes (enable and disable, identifier selection, account create, edit, disable, and delete, and password set and replace), so you can verify what changed and when.
An account-holder can't sign in
Work through the following causes in order:
-
Username format — The account-holder must sign in as
<username>@<identifier>, including the@and the identifier. A bare username fails. - Account state — Confirm the account is enabled. Disabling an account or the file server blocks sign-ins immediately.
- Password — Passwords are set by you and never displayed after saving. If the account-holder may have it wrong, replace the password and send the new one; replacement takes effect immediately.
- Throttling — Repeated failed attempts from the account-holder's source are throttled and can trigger a temporary lockout. Have the account-holder wait before retrying.
- License — If the file server add-on license has expired, all account-holder connections stop, although the configuration is retained. Check your subscription.
- Network — Confirm the account-holder's network allows outbound port 22 to the regional host and, if they filter destinations, that the published ingress IPs are allowed.
Confirm each setting directly and coordinate with the account-holder on what their client reports.
A transfer fails partway through
The server doesn't support resuming an interrupted transfer. A client that tries to resume — writing at a non-zero offset — receives an "operation not supported" error, which is expected behavior rather than a fault. The account-holder must re-send the whole file. A partial or corrupt file is never left visible in the folder.
An account-holder reports "operation not supported"
This error means the account-holder attempted something the server doesn't implement — most commonly an offset write (a resume or append). It is deliberately distinct from a permission or path error.
Storage usage grows faster than expected
Deletes over SFTP are soft: deleted items land in the recycle bin and count toward your allowance until purged. Account-holders that overwrite by uploading a temporary file and deleting the original leave a soft-deleted copy on every overwrite, which at high volumes fills the recycle bin from ordinary traffic. To reclaim space, purge the recycle bin — go to Resources , and then select Recycle bin.
You can't delete a storage folder
If a folder's subtree contains any file server account's home folder, deletion is blocked in the UI, and the same delete through the API or a flow step fails with an error listing the blocking accounts. Move each affected account to a different home folder or disable it, and then delete the folder. See Work with files and folders in integrator.io.
An FTP connection to the file server fails validation
An FTP connection configured against your own file server's host and identifier fails validation by design. Flows read and write Celigo Storage files through the Celigo APIs connector instead (see Set up a connection to Celigo APIs). Connections to any other SFTP host, including another company's Celigo-hosted file server, are unaffected.