---
title: "SFTP & FTP Connection"
url: "https://smartfeeds.productfruits.help/en/article/sftp-ftp-connection"
language: "en"
last_updated: "2026-11-04T14:09:48.448Z"
---

# SFTP & FTP Connection

Troubleshooting SFTP/FTP Connection Issues in SmartFeeds

This guide helps you identify and resolve connection errors quickly when importing or exporting your files in **SmartFeeds**.

## Prerequisites

Before you begin, make sure you have:

-   Your SFTP/FTP login credentials (Host, Username, Password, or Private SSH Key).
-   Access to **ProductFlow** inside **SmartFeeds**.

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## Table of Contents

1.  [How SFTP/FTP Works (Simple Explanation)](https://smartfeeds.productfruits.help/en/article/sftp-ftp-connection#how-sftp/ftp-works-(simple-explanation))
2.  [Authentication and Firewall Errors (IP Whitelisting)](https://smartfeeds.productfruits.help/en/article/sftp-ftp-connection#authentication-and-firewall-errors-(ip-whitelisting))
3.  [Configuration and Directory Path Errors](https://smartfeeds.productfruits.help/en/article/sftp-ftp-connection#configuration-and-directory-path-errors)
4.  [File Naming and Format Errors](https://smartfeeds.productfruits.help/en/article/sftp-ftp-connection#file-naming-and-format-errors)
5.  [Performance and Timeout Errors](https://smartfeeds.productfruits.help/en/article/sftp-ftp-connection#performance-and-timeout-errors)
6.  [Quick Answer to Common Issues](https://smartfeeds.productfruits.help/en/article/sftp-ftp-connection#quick-answers-to-common-issues)
7.  [Related Article](https://smartfeeds.productfruits.help/en/article/sftp-ftp-connection#related-article)

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## How SFTP/FTP Works (Simple Explanation)

You do not need to be an engineer to understand SFTP or FTP.

Think of an SFTP server as a **highly secure digital mailbox** owned by your brand or client.

-   **Your role:** Your IT team drops your product catalog file into this mailbox.
-   **SmartFeeds' role:** At scheduled times, **SmartFeeds** walks to this mailbox, opens it with a digital key (your password or SSH key), copies the file, and brings it back to our platform.

### Why do connection errors happen?

If the gate to the mailbox is locked (firewall/IP block), if you write the wrong mailbox address (wrong directory path), or if the key does not fit (bad credentials), **SmartFeeds** cannot collect your products.

## Authentication and Firewall Errors (IP Whitelisting)

Errors like `SSHException`, `ConnectionRefusedError`, or "Incorrect username/password" happen when our platform is stopped before it can even reach your mailbox.

### How it works and why it matters

-   **What is whitelisting?** It is like putting **SmartFeeds** on your server's VIP guest list.
-   **Why do we need it?** Corporate servers are programmed to block unknown visitors to prevent hacking. If your server does not recognize our IP address, it will reject our connection request immediately.

**How to resolve this issue:**

**Scenario A: You host your own SFTP/FTP server (Standard)**

1.  Ask your IT security team to whitelist the SmartFeeds static IP: `34.12.37.7`.
2.  Ensure your public SSH key matches the private key configured in SmartFeeds.

-   **Example:** Your server blocks external requests. Your IT team whitelists `34.12.37.7`, and the connection succeeds immediately.

**Scenario B: You use the SmartFeeds server (**`**sftp.smartfeeds.run**`**)**

Here, the whitelisting is reversed:

-   **SmartFeeds must whitelist YOUR IP:** Send your company's static public IP addresses to our support team so we can authorize them on our firewall.
-   **Connection details:** Host: `sftp.smartfeeds.run` (Port: `2222`) or `ftp.smartfeeds.run` (Port: `21`).

## Configuration and Directory Path Errors

A wrong path syntax or missing permissions will block file access (errors like "Access Denied" or directory listing *ls* failures).

### How it works and why it matters

-   **What is a path?** A directory path is the exact folder structure where your file is stored (like a street address with a room number).
-   **Why do we need correct slashes?** If you forget the forward slash `/` at the beginning of a path, the system gets lost in your server and cannot find the correct folder.

**How to resolve this issue:**

1.  **Add the starting slash:** Always put a forward slash `/` at the beginning of your directory paths. Write `/my-folder/` instead of `my-folder/`.
2.  **Set the export directory:** If you upload files to the SmartFeeds-hosted server ([sftp.smartfeeds.run](http://sftp.smartfeeds.run/)), always configure your directory path field to /upload/ (or upload). For your own servers, enter your team's designated catalog folder.
3.  Confirm your SFTP user account has read and write permissions for this folder.

-   **Concrete Example:** Your automated export fails. You see that your configured folder path is `exports/`. You change it to `/exports/` and the system successfully delivers your files.

## File Naming and Format Errors

A `FileNotFoundError` occurs when **SmartFeeds** opens the mailbox but cannot find the file name we are looking for.

**How to resolve this issue:**

1.  **Fixed Names:** Ensure the **Input File Name** in **SmartFeeds** matches your file name exactly.
2.  **Dated Names (Optional):** If you choose to use dates for history, use the format: `YYYYMMDD-FileName.csv`.
3.  Check that the format (XML, JSON, CSV) matches your **ProductFlow** settings.

-   **Concrete Example:** Your team uploads `stock.csv` every day, overwriting the old file. This is perfectly fine. If they later switch to `20260522-stock.csv` to keep a record of old files, you just update the config once to help **SmartFeeds** find the latest date.

## Performance and Timeout Errors

Errors like `TimeoutError` or "sftp long-running too old" mean your server took too long to send us the file, or was temporarily unavailable.

### How it works and why it matters

-   **What is a timeout?** Downloading files is like carrying heavy boxes through a door. If a box is too heavy, the door closes before we finish.
-   **Why does file size matter?** Massive catalog files (over 1 GB) require massive bandwidth. Compressing files makes them smaller so they can pass through the door easily.

**How to resolve this issue:**

1.  If the error is temporary, **SmartFeeds** will try again automatically at the next scheduled time.
2.  If your catalog file is very large and slows down the connection, contact our team to set up a dedicated download server.

-   **Concrete Example:** Your 2 GB product file triggers a Timeout error during download. You compress the file to a `.zip` or `.gz` format before upload. The transfer is now four times faster and the error is resolved.

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## Quick Answers to Common Issues

### Is a timestamp mandatory for my file names? 

No. You can use a simple, fixed file name (for example: `products.csv`). Timestamps are optional. They are only recommended if you want to keep a historical record of your older files on your server.

### Who needs to whitelist whose IP address? 

-   Your own SFTP/FTP server: Your IT team must whitelist the SmartFeeds static IP (`34.12.37.7`).  
    SmartFeeds server (sftp.smartfeeds.run): You must provide your company's static IP address(es) to SmartFeeds support to be authorized on our firewall.

### What should I do if my IP address gets blocked? 

First, check the source. Check if the blocked IP belongs to **SmartFeeds** (`34.12.37.7`). If it is our IP, ask your IT team to whitelist it. If the blocked IP belongs to an unknown source, keep it blocked to protect your server from unauthorized access attempts.

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## Related Article

For further assistance with SmartFeeds, consider reviewing this article:

-   [Data Import](https://smartfeeds.productfruits.help/en/article/data-import)

For additional help, feel free to reach out via our [Contact Us](https://smartfeeds.productfruits.help/en/article/contact-us) page.