SFTP Connection Error - Server response does not contain SSH protocol identification

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  • Last Post 20 January 2021
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Christoph Eschweiler Apracor GmbH posted this 16 December 2020

We changed the password for a SFTP user. We use this user for a Skyvia Connection. All the other credentials remained the same. Before the password change the Skyvia Connection to the SFPT server worked fine but now we get the following error when testing the connection: Server response does not contain SSH protocol identification

 

What can we do to make the connection work again?

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Dmitriy Muzurov posted this 17 December 2020

Hi Christoph,

Thank you for submitting a ticket with us.

If the password is changed on sFTP side, the connection details in your Skyvia account must be updated as well.

We found no package with such error in your account. Also, your sFTP connections work too.

Let us know the package ID in question.

We are looking forward to hearing from you.

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Christoph Eschweiler Apracor GmbH posted this 17 December 2020

Hey,

we have 2 sFTP connections in our system. When I click the "Test Connection"-Button the error still appears. In regard to the connectoin details I only updated the password for the connection because everything else remained the same.

When I try to edit a package that is using on of these connectons I'm not able to edit a task.

 

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Dmitriy Muzurov posted this 21 December 2020

Dear Christoph,

Thank you for getting back to us.

Tests on both connections wok for us. Please provide us with the login email in question.

We are looking forward to hearing from you.

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Christoph Eschweiler Apracor GmbH posted this 11 January 2021

Hey, 

sorry for the late reply. I was not in the office for the last 3 weeks. As this ticket is public I will not post any confidential data. With "login email" you mean the credentials that I use to login to Skyvia or do you mean the login credentials for the sFTP connection?  

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Dmitriy Muzurov posted this 11 January 2021

Dear Christoph,

Thank you for your reply.

Please provide us with the package ID then. We need to locate your account and test sFTP connections.

We are looking forward to hearing from you.

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Christoph Eschweiler Apracor GmbH posted this 11 January 2021

Where can I find the package ID? 

 

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Dmitriy Muzurov posted this 12 January 2021

Dear Christoph,

Thank you for reply.

The package ID can be found in the URL address on the page with package details.

We are looking forward to hearing from you.

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Christoph Eschweiler Apracor GmbH posted this 12 January 2021

Thank you.

 

URL for the connection to the sFTP-Sever: https://app.skyvia.com/#/53970/connections/153677

URL for a package that is using this connection: https://app.skyvia.com/#/53970/packages/97909

 

What is strange is that the package is a scheduled package and that it is running correctly based on the schedule, so the import is successful. Although when I try to edit the task in the package I get a connection error. 

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Dmitriy Muzurov posted this 14 January 2021

Dear Christoph,

Thank you for details.

Please click Refresh in the task editor and then Save.

Let us know if the error appears.

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Christoph Eschweiler Apracor GmbH posted this 14 January 2021

The problem is that I am not even able to open the Task Editor in the package due to the connection error. When I press edit on the task it appreas to be loading but the Task Editior does not open. I have attached a screenshot that shows this fact.

 

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Dmitriy Muzurov posted this 14 January 2021

Dear Christoph,

Thank you for the screenshot.

Please make sure both Skyvia IP addresses are white-listed on your side: 40.118.246.204 and 13.86.253.112.

Another IP can be used by Skyvia when editing a task.

We are looking forward to hearing from you, should you have any questions.

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Christoph Eschweiler Apracor GmbH posted this 14 January 2021

The Skyvia IP addresses are white-listed on the side of our customer.

 

As I said before when I test the connection to the sFTP server I get the following error message in Skyvia: Server response does not contain SSH protocol identification.

Furthermore, the import is still running and working based on the schedule, but I am not able to edit the Task.

 

Is it possible to schedule a screen sharing call to figure this out because we have been dealing with this issue for quite a while now?

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Dmitriy Muzurov posted this 15 January 2021

Hi Christoph,

Thank you for getting back to us.

We created a request for our developers to investigate this.

Once there is any update, we will let you know.

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Christoph Eschweiler Apracor GmbH posted this 15 January 2021

Thank you.

 

I hope this issue can be solved ASAP.

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Dmitriy Muzurov posted this 18 January 2021

Hi Christoph,

Our developers checked your issue and say that such error message occurs when sFTP server blocks requests from Skyvia IPs.

Please double-check that Skyvia IPs are whitelisted for the whole path to your server: 13.86.253.112 and 40.118.246.204.

Currently, the connect is successful for 40.118.246.204 and not successful for 13.86.253.112.

Please check the IPs are whitelisted and not kept in any blackslist.

We are looking forward to hearing from you, should you have any questions.

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Christoph Eschweiler Apracor GmbH posted this 18 January 2021

I will double-check and get back to you with the results.

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Christoph Eschweiler Apracor GmbH posted this 20 January 2021

According to our customer the white-listing was already present. Anyway, I have tested the connection again and now it seems to work.

 

So the tickete is solved. Thank you for your help.

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Dmitriy Muzurov posted this 20 January 2021

Dear Christoph,

We are glad to know the issue is resolved.

Please submit us a new ticket, should you require any further assistance.

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