SFTP Access Troubleshooting Guide


This guide outlines how to effectively troubleshoot common SFTP integration issues you may find when importing analytics data from SFTP, or dumping data from your system.

SFTP data covers usage of Classic Moveworks bot and does not include data on usage of Copilot.

Connection to server is timing out

Error Log Details:

Connection timed out after 20 seconds of inactivity

Could not connect to server

Troubleshooting Steps:

  1. Check network connectivity by using telnet via terminal i.e: telnet sftp.moveworks.io 22or via powershell i.e: Test-NetConnection sftp.moveworks.io -port 22

A successful response should look like below, where it says Connected to sftp.moveworks.io in the response:

20:18:29 ❯ telnet sftp.moveworks.io 22
Connected to sftp.moveworks.io.
Escape character is '^]'.

Possible Causes

  1. If you are accessing SFTP from your machine, a VPN may be blocking you from accessing SFTP
    1. Solution: Sign out of VPN, and try logging in again.
  2. If you are accessing from a server, check firewall connectivity both on the servers local firewall settings and any network settings.
  3. If you are routing traffic through an outbound proxy, check the settings on the proxy layer as well.

Unable to download a file

Error Log Details:

Customer can see files but attempt to download them fails

error while reading: permission denied

File transfer failed


Moveworks team may need to ensure the permissions are properly set up.

Connection reset by peer due to key_exchange_identification

Error Log Details:

kex_exchange_identification: read: Connection reset by peer

When an SSH client connects to an SSH server, the server starts by sending a version string to the client. The error that you're getting means that the TCP connection from the client to the server was "abnormally closed" while the client was waiting for this data from the server, in other words immediately after the TCP connection was opened.


This could indicate a few things:

  1. The SSH process malfunctioned or detected a serious issue causing it to exit.
    1. Try rebooting your server, and accessing again, if not proceed to step 2 below.
  2. Firewall settings are interfering with connections to the ssh server.
    1. Double check port 22 outbound connections are allowed on the host, both in the local firewall settings and any network firewall. Use the telnet or powershell commands above to verify connection to the Moveworks SFTP server over port 22 works.
  3. Be sure you check permissions on the OpenSSH generated public / private key files in /etc/ssh on the host system you are trying to connect to with SS or any other key you are using. By default, /etc/ssh keys are used by the SSH daemon. If you are passing another key via the command line, check the permissions of that.
    1. Set proper permissions on the file(s):
      1. Try running: sudo chmod 600 {name_of_your_key}_key and sudo chmod 644 *.pub