Troubleshooting

A failed client connection or file transfer can come from the client's network, the account's access settings, or the file operation itself. Identifying where the attempt stops helps the person responsible for the connection choose the right next step. SDKs, APIs, and file-transfer protocols can report the same underlying problem differently.

Start with the system that makes the failing connection. A successful test from a workstation does not establish that a scheduled job, cloud function, or partner's server can connect. Each can use different DNS settings, network routes, public source addresses, and credentials. Reproduce the operation from the affected system and record the destination hostname, connection method, user, time, and complete client error.

Compare the client error with the matching entry in the API Logs, which include activity through file-transfer protocols as well as the API. The recorded error can identify an access restriction or failed operation that the client's message does not explain. A failure before the connection reaches your site may have no corresponding entry; the absence of an entry alone does not establish the cause.

Distinguish a successful login from a successful transfer. An account may be able to sign in but lack permission for the requested file operation. Depending on the connection method, transferring file contents can also require additional connections or destinations. Check the required hostnames and the network requirements for the method in use.

When requesting help from the Support Team, include the recorded connection details and any matching request ID. These let Support investigate the same attempt that failed in your client.