SFTP utilizes two files, a configuration file and a data file, which upload in to the account's ETO Batch Upload. This guide is for setting up and troubleshooting SFTP specifically for Batch Upload. For Batch Upload Attachments, see our guide here.
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SFTP is implemented with a Professional Services team. If your account is interested in acquiring SFTP, please contact your Account Manager at accountmanagement@socialsolutions.com
Troubleshooting SFTP
1. Ensure the staff account being used to log in to the SFTP is active/enabled in the site where the Batch Upload will be occurring.
2. Ensure the Data File and Configuration File have the same name.
3. Ensure the configuration file is being uploaded first, followed by the data file
4. Treat the data like a Batch Upload.
Duplicate check settings are followed in the data file
Required questions are completed
User has access to add/edit the responses in the UI
TouchPoint responses are taken with an appropriate date in the appropriate program/site
Configuration File
If you have recently changed or updated a question on a TouchPoint or in your participant demographics, it may be necessary to review you configuration file.
You can review the file by downloading a Batch Upload template of the Participant Demographics or of the Touchpoint you are uploading.
The configuration file follows a vertical style and all row names should be identical to the Batch Upload template and the data file.
The row "Begin Date" is highlighted in the example above. Below, in the newer Batch Upload template of this TouchPoint, it shows the question was more recently changed to "Begin Day".
In this example, the configuration file and the data file will need to be updated to reflect the new name of the question.
Other Errors
If you are experiencing connection errors, IP address errors, or other issues using SFTP, please reach out to our Support team at eto@bonterratech.com. Please provide the configuration file, data file, and the errors you are encountering when uploading.