Question
HCL-Disney
VI
Last activity: 4 Oct 2022 12:22 EDT
Not able to connect to Pega cloud server using SFTP.
We(Disney) are not able to connect and transfer files to below server and production files pending to transfer from 09/06/22. Could you please check and update?
We are connecting using SSH keys.
TEST : disnuk-r2dash-dt1-sftp.pegacloud.net
PROD - disnuk-r2dash-prod1-sftp.pegacloud.net
User: sftp-user
Updated: 21 Sep 2022 3:02 EDT
Sun Life Financial
IN
@ShankaraN16637849 are you trying through winscp. If yes, can you share the config screenshot winscp.
If you are using ssh keys .. did you hosted the public key on pega cloud sftp server and did you whitelist the public ip's from where your trying to establish the connection?
Updated: 22 Sep 2022 13:58 EDT
HCL-Disney
VI
@VishwajeetD1125 In Globalscape, we never white list external IP's. We always request external vendor to white list our IP and also this been working for long time using SSH keys and stopped to work from 09/06. Please check and let us know any changes happened at your end.
Also, if you can schedule a call to have a troubleshooting , which will help to quickly resolve the issue. Please let me know your available date & time.
We see this error in log. Is there any recent change in server name?
ERROR:> Can't resolve "disnuk-r2dash-prod1-sftp.pegacloud.net". Network connectivity was detected. Check the spelling of the server name or contact the server administrator. STATUS:> SFTP21 connection closed.
Sun Life Financial
IN
@ShankaraN16637849 I am not a support person. Not from GCS team. You need to raise a cc request to check whether the previous public key is still there or not in pega cloud server.
Below error shows
ERROR:> Can't resolve "disnuk-r2dash-prod1-sftp.pegacloud.net". Network connectivity was detected. Check the spelling of the server name or contact the server administrator. STATUS:> SFTP21 connection closed.
Port 21 connection closed but in your above screenshot you are giving port 22. The port is correct?
If you are trying to connect from your system , I think you need to whitelist your public ip address with the help from support team on pega cloud server and please check with them if any change is there in URL .
HCL-Disney
VI
@VishwajeetD1125 I am not a support person. Not from GCS team. You need to raise a cc request to check whether the previous public key is still there or not in pega cloud server.
Could you please guide me how to open an cc request?
Sun Life Financial
IN
@ShankaraN16637849 Yes . Please follow below steps.
1. Go to https://support.pega.com/. Then select support tab and go to my support portal which will take you to msp.pega.com.
2. Login with your official mail id and password in above url.
3. Then you can see "New Request" button. Then select "For an issue I am having". This will create a INC- request.
4. Enter below questions asked :-
Select environment for which you want to raise the issue.
Impact -- >Minor disruption to work (Medium)
What type of issue is being experienced? --> Seeing a display error
Is the issue consistently reproducible? -->Yes
Explain the business and user impact of this issue --> Explain the issue which your are facing.
What are the steps to reproduce the issue? --> describe the steps to reproduce the issue
When was the issue first observed? --> Like "Start of development" or "In middle"
Has a patch or version update been applied in the past 30 days? --> No
Is the issue specific to an individual user? --> No
Error messages received --> Error message you are recieving
Describe attempted solutions --> if any
5. Then give your time zone to connect with support person and submit .