FAQs | SFTP (Secure File Transfer Protocol)

Australia and New Zealand users: This feature is not currently available in your region. Visit the Ideas Portal to submit or upvote a request. Your votes help the product team prioritize what's built next.

Overview

SFTP is an added feature that allows ETO customers to securely transfer data to their ETO instance. This article provides an overview of how SFTP works and how to troubleshoot common issues.

SFTP in ETO uses two files:

• A Configuration File

• A Data File

These files upload into ETO through Batch Upload. This article focuses on setting up and troubleshooting SFTP for Batch Uploads.

For instructions on Batch Upload Attachments, see our guide here.

Note: SFTP setup is implemented with assistance from Bonterra's Professional Services team. If your organization would like to acquire SFTP, please contact the Account Management team here.
​

Troubleshooting SFTP

1. Ensure the staff account being used to log in to the SFTP is active in the site where the Batch Upload will occur.

2. Confirm that the Data File and Configuration File have the same file name.

3. Upload the Configuration File first, followed by the Data File.
​

4. Treat the upload the same as a standard Batch Upload.

• Duplicate check settings still apply in the data file.

• Required fields must be completed.

• The user must have permission to add or edit responses in the UI.

• TouchPoint responses must have valid dates and occur in the correct program or site.

Configuration File

Important: Customers cannot download a configuration file directly from ETO.

If you created a new TouchPoint for use with your SFTP solution, you can request a configuration file from Bonterra Support. When doing so, please provide a blank Batch Upload template for the TouchPoint you're uploading.

When to Review or Update Your Configuration File

If you have recently changed or updated a question on a TouchPoint or within participant demographics, it may be necessary to update your configuration file.

To review and update the configuration file:

1. Download a Batch Upload template for the Participant Demographics or TouchPoint you are uploading.

2. Compare the column headings in the template to the <key> elements in your existing configuration file.

3. Add or remove <key> elements as needed.

4. Make sure each <key> value's text matches the column heading exactly, as these values are case-sensitive.

Example Scenario

In the example below, the configuration file lists the question "Begin Date". However, in a newer version of the Batch Upload template, the question has been changed to "Begin Day".

To ensure the file uploads successfully, both the configuration file and data file must be updated to reflect the new name.
​

Other Errors

If you experience connection, IP address, or upload issues when using SFTP:

• Contact our Support team at [e-mail].

• Include the following with your message:

  • Your configuration file

  • Your data file

  • Any error messages received during upload