Troubleshooting

Conflixis can’t connect

Symptoms your Conflixis contact may report:

• Connection timeouts.
• “Authentication failed” errors.
• “No such file or directory” when listing the base path.

Things to check on your side:

• Firewall / allowlist. Confirm the Conflixis worker’s source IP range is permitted on your network. Ask your contact for the current range.
• User exists and is unlocked. Some SFTP servers auto-lock accounts after failed attempts. Unlock and reset as needed.
• Home directory and chroot. Confirm the conflixis user’s home directory resolves to the basePath you shared — or that chroot / basePath is consistent between what Conflixis thinks and what the server enforces.
• Permissions. The conflixis user must have read access to basePath and all files in it.

Authentication fails even though the credential looks right

For key auth:

• Confirm you sent the private key (not the public key) to Conflixis.
• Confirm the key is PEM-formatted (begins with -----BEGIN RSA PRIVATE KEY-----). If you have an OpenSSH-format key (begins with -----BEGIN OPENSSH PRIVATE KEY-----), convert it: ssh-keygen -p -m PEM -f your_key.
• Confirm the public key installed on the server matches the private key you shared. You can verify with ssh-keygen -y -f your_private_key and comparing output to ~/.ssh/authorized_keys for the conflixis user.
• If the key has a passphrase, confirm you shared the passphrase too.

For password auth:

• Confirm the password you shared has no trailing whitespace or smart quotes introduced by copy/paste.
• If your server enforces password complexity or rotation, confirm the current password still matches your policy.

We connect, but no files are being picked up

• Check the glob. Your filePattern must match the filenames you’re uploading. A common mistake is a pattern like *.csv when files are actually named People.CSV (case-sensitive on most servers).
• Check the directory. Confirm you’re uploading to basePath, not to a sibling directory or a subdirectory of it. Conflixis does not recurse into subdirectories by default.
• Check deduplication. If you re-uploaded a file with the same filename it’s intentionally ignored. Rename and try again — see File format & naming.

A file was downloaded but the import failed

Failed imports surface in the Conflixis application with a specific error (missing column, unknown field, row-level validation error, etc.). Your Conflixis administrators can view the error list there.

To fix: correct the underlying data issue, upload a new file with a different filename, and wait for the next scheduled run.

Re-importing data after a server-side mistake

If you uploaded the wrong version of a file and it was ingested, contact your Conflixis account team. They can remove the affected rows or roll back the import; then you can re-upload the corrected file under a new name.

When to escalate

Escalate to your Conflixis contact when:

• You’ve verified all of the above and the issue persists.
• A previously working integration suddenly fails with no change on your end.
• You need a change to the schedule, basePath, filePattern, or file type for an existing integration.

Please include the timestamp of a recent failed attempt (server time and timezone) and any server-side log entry you can share — that lets us match the failure against our side of the connection.