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Anyone else suffer the "FTP_AUTH_FAILED [Error during processing known-hosts file..." errors with FTP Import?

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21 comments

  • Tyler Lamparter Senior Solutions Consultant
    Celigo University Level 4: Legendary
    Engaged

    I have close to 10 different FTP servers I'm sending things to and taking from and this has been a huge pain. Everyday I get this error and I didn't use to.

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  • Steve Klett Channel Partner
    Awesome Follow-up
    Engaged
    Celigo University Level 2: Seasoned

    Tyler Lamparter I've opened and escalated Celigo ticket #101997 to hopefully resolve this issue once and for all. We continue to struggle with this problem and Celigo has got to fix it. Maybe you can contact support and reference my ticket and get added to it or something?

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  • Tyler Lamparter Senior Solutions Consultant
    Celigo University Level 4: Legendary
    Engaged

    I opened a ticket as well (103214) and got this response so far, "We have raised the issue and our Product Team has made updates in the backend, they are currently analyzing the logs to determine the root cause is so we can prevent a similar issue from happening again in the future."

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  • Katarina Brunnestom Director of Product Operations

    Hi Steve Klett and Tyler Lamparter, the team is currently investigating this internally, I have asked them to make it a priority to see if we can find the root cause. We will keep you posted via your support tickets. Please feel free to reach out to me personally if you have additional questions, or if you don't hear anything by mid-next week. 

    Best Regards,

    Katarina

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  • Tyler Lamparter Senior Solutions Consultant
    Celigo University Level 4: Legendary
    Engaged

    Thank you Katarina and happy Thanksgiving

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  • Mike Bouchard

    Just to chime in - we are experiencing this issue as well, I opened ticket #103597.

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  • Kelly Simons

    Having this issue as well.  We have our integrations running very quickly due to our Black Friday/Cyber Monday influx.  Getting the error two to three times per day (or more).  It usually happens in the late evening and early morning hours of our integration runs.  

    I just opened ticket (103604) to join the party for resolution. 

     

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  • Cory Anderson
    Answer Pro
    Great Answer
    Awesome Follow-up
    Engaged
    Celigo University Level 4: Legendary

    This is also a daily issue for me across several integrations. It has definitely increased recently but has been going on for quite some time.

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  • Kate Larson Community moderator Principal Technical Writer
    Celigo University Level 3: Master

    Cory Anderson, Kelly Simons, Mike Bouchard, Tyler Lamparter, Steve Klett -
    Thank you for your patience and I assure you this is a very high priority. Our development and operations teams are actively working on this, and have just pushed a change that should result in reduced frequency of these errors while they continue working on the solution. 

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  • Steve Klett Channel Partner
    Awesome Follow-up
    Engaged
    Celigo University Level 2: Seasoned

    Thank you Kate Larson - Our burgeoning little community of FTP sufferers appreciate the updates

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  • Dan Sloan

    Just here to follow and get updates, we're experiencing the same issue.

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  • Kelly Simons

    Soo.....got a notice late yesterday that they recycled the FTP loader and it supposedly fixed the issue. 

    Had the FTP error happen twice today already.  SMH...Reported in my open ticket. Anyone else still having "fun" after the fix. 

    I just love having to manually audit several thousand files a day of orders exporting out to our logistic partner against their system files to locate and resend missing orders.  

     

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  • Steve Klett Channel Partner
    Awesome Follow-up
    Engaged
    Celigo University Level 2: Seasoned

    Yep, same here, we're getting errors on multiple accounts.

    FTP - the ...new? ... technology frontier....?

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  • Katarina Brunnestom Director of Product Operations

    Kelly Simons Steve Klett Dan Sloan I am terribly sorry that you keep experiencing this, and I completely understand how disruptive this must be for you and your customers. Rest assured, we're actively working on a more stable fix to address this. The the short term fix yesterday significantly reduce the error frequency, but did not prevent the issue from ever happening again. This is what we're working on now. I don't have an ETA to share just yet, but the ambition is to have the fix deployed in the next 1-2 weeks (as I'm sure you are aware, fixing software is not always a quick thing to do). Please bear with us.

    Best Regards,

    Katarina

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  • Katarina Brunnestom Director of Product Operations

    To all our highly valued customers and partners,

    We're working hard to fix this issue ASAP, and looking to deploy a fix tomorrow, Thursday Dec 9th. With this fix, the issue should be eliminated and not happen again. Further updates an information about the deployment will be communicated via your respective support tickets, as well as through general communication channels such as email.

    Best Regards,

    Katarina

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  • Kelly Simons

    Katarina, 

     

    Thank you for the update. 

    Fingers crossed that the fix being deployed will resolve this issue.  I caused over 200 orders not to be transmitted to our warehouse in one day over our busiest time of the year.  

    Kelly Simons

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  • Katarina Brunnestom Director of Product Operations

    Hi Kelly Simons, I am so sorry about the trouble this has caused. The team informs me that the change will eliminate this issue all together. We're on track to deploy the fix tomorrow.

    Best Regards,

    Katarina

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  • Katarina Brunnestom Director of Product Operations

    Hello Celigo community!

    Great news - a fix has been deployed today, December 9th, that eliminates this issue all together. Thank you for your patience.

    Best Regards,

    Katarina

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  • Steve Klett Channel Partner
    Awesome Follow-up
    Engaged
    Celigo University Level 2: Seasoned

    Hi Katarina Brunnestom,

    I appreciate the good comms on this issue. I think it's a text book example of how partners and end users expect to see an issue responded to with a software/service vendor. Should be taught in "keeping customers happy" school ;)

    -Steve

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  • Kelly Simons

    Cautiously optimistic that the fix worked as we have not seen any errors since the deployment today. 

    It did affect around 400 distinct orders over the Black Friday and Cyber Monday holiday sales which resulted in us having to manually gate, update, and resend them for fulfillment and shipping. 

    Fingers crossed this does not return.  


    Thank you for the communications on this to keep us informed.

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  • Katarina Brunnestom Director of Product Operations

    Thank you Steve Klett, that makes me very happy to hear!

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