Use this article when an account-holder can't connect to your Celigo-hosted SFTP file server, an operation or transfer fails, a user on your team can't see an account they expect to administer, or you need to confirm what the platform can and can't tell you about account-holder activity. Each section describes a symptom, its likely causes, and how to resolve it. It's for anyone who administers the file server or its accounts.
Account-holder activity tracking and visibility
Account-holder sign-ins and file operations are recorded in the storage activity log. Use it to answer most questions about what a partner did:
- Check what an account-holder did — The activity log records sign-ins and every file operation, including downloads, with the partner account name and the source IP address. Filter by source to see only file server activity. See Celigo Storage activity log.
- See why a partner can't connect — A failed sign-in to an account that exists is recorded with the reason it failed, so you can tell a wrong password from a disabled account. A sign-in the file server can't attribute to an account leaves no entry at all, so no entry doesn't prove the account-holder never tried — a mistyped username looks the same, including one typed without the identifier suffix.
- See when an account last connected — The File server accounts list shows each account's Last connected time.
- 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 every file server and account configuration change, including permission changes and SSH key additions and removals, so you can verify what changed and when (see Celigo-hosted file server overview).
An account-holder can't sign in
Work through the following causes in order:
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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 turning off the file server blocks sign-ins immediately.
- Password — Passwords are never displayed after saving. If the account-holder may have it wrong, replace the password and send the new one; replacement takes effect immediately. If the account has no password, the account-holder must use a registered key.
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SSH key — If the account-holder is connecting with a key, confirm the key is registered on the account and that the fingerprint shown on the account matches the fingerprint of the public key the account-holder is using (
ssh-keygen -lf <public-key-file>). A removed key stops working immediately. A DSA key or an RSA key shorter than 2048 bits can't be registered at all (see Manage SSH keys for a file server account). - 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.
- Subscription — If your subscription has lapsed or moved to an edition that doesn't include the file server (it's included with the Professional and Enterprise editions; see Celigo platform editions), 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.
An account-holder gets "permission denied"
A permission-denied error means the account's permissions don't allow the operation. Open the account and check which of Read, Create, Modify, and Delete are turned on against what the account-holder was trying to do (see File server account permissions). Common cases:
- Can upload but can't list the folder — The account has Create without Read. This is the intended behavior for a write-only drop box.
- Upload fails for a file name that already exists — Overwriting requires Modify. Have the account-holder use a new file name, or turn on Modify.
- Rename fails — Renaming a file the account didn't upload requires Modify. Renaming the account's own uploads needs only Create.
- The error appeared after you changed permissions — Permission changes apply from the account-holder's next operation, including in an active session. This is expected.
A permission-denied error is different from operation not supported, which is covered in the following sections.
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: if the account-holder sees operation not supported, the cause isn't their account's permissions.
A user with Manage access can't see or edit an account
A user with Manage access to an integration can administer only the file server accounts whose home folder is inside that integration's system folder. If they can't see or edit an account, check the following:
- Home folder location — If the account's home folder is at the storage root or inside another integration's system folder, the user can't administer it. Either move the home folder into their integration's system folder (administration rights follow the folder immediately) or have an owner or administrator make the change.
- Server-level setting — Turning the file server on or off and changing the identifier are limited to owners and administrators regardless of integration access.
- Folder picker is missing a folder — When a user with Manage access creates or edits an account, the folder picker offers only folders they can manage. A folder outside their integrations isn't an option by design.
See Create and manage file server accounts for the full rules.
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. To stop account-holders from deleting at all, turn off the account's Delete permission.
You can't delete a storage folder
A folder whose subtree contains any file server account's home folder can't be deleted, in the UI or through the API or a flow step. Move each affected account to a different home folder or disable it, and then delete the folder (see Create and manage file server accounts).
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.