Troubleshooting

File is not uploadable

Cause: The file failed validation.

Possible reasons:

  • Incompatible file format. See supported file formats.

  • Empty file (0 bytes).

  • Missing required data. Eligibility file uploads require some mandatory information. See the file structure for Single Entity, Multi Entity, or Channel Partner.

Unexpected extension for encrypted file

Cause: Uploading a file without a .pgp or .gpg extension when encrypted upload is enabled.

How to solve: Make sure you upload an encrypted file with the correct extension (.pgp or .gpg). Or disable encryption in the Portal if you don't need it.

Unexpected extension for non-encrypted file

Cause: Encrypted upload is not enabled, but an encrypted file (.pgp or .gpg) was uploaded.

How to solve: Send the file without encryption. Or enable encryption in the Portal if you need it.

PGP key errors

Common errors:

  • gopenpgp: unable to parse public key: gopenpgp: error in reading key ring: openpgp: invalid argument: no armored data found.

  • gopenpgp: error in reading message: openpgp: incorrect key.

  • gopenpgp: error in reading key ring: openpgp: invalid argument: no armored data found.

Possible reasons:

  • Invalid or malformed public key.

  • Incorrect key for the client.

  • The key is not in the expected format (non-armored or corrupted).

How to solve: Verify that the provided public key is valid, matches the client, and is correctly formatted. More information about encryption can be found in the Encryption section.

Operation is not supported for path

When interacting with SFTP, not all operations (put, rename and remove) are allowed and therefore some error messages may appear.

  • Put /multientity/reports/my-report.zip: put is not supported for path /multientity/reports/my-report.zip

  • Rename /multientity/reports/gympass-year-report.zip: put is not supported for path /multientity/reports/renamed-file.zip

  • Remove is not supported for path /multientity/reports/gympass-year-report.zip

How to solve:

  • Confirm that the destination directory allows this operation. Files in some directories cannot be removed or renamed. Similarly, files cannot be uploaded to certain directories. See the permitted operations in the Single Entity, Multi Entity or Channel Partner sections.

  • Verify that the path is correct (e.g., uploads should occur in /uploads/). The directory structure may vary slightly depending on the client type. See the directories for Single Entity, Multi Entity, and Channel Partner.