Troubleshoot SFTP export deliveries

Connection lost before handshake

Error: Can't connect to SFTP with given credentials: Connection lost before handshake

Check the connection settings:

• Enter the server hostname or IP address in Host, without a trailing slash.
• Confirm that the port is correct.
• Ask your server administrator to check that the SFTP service is available and that firewall rules allow connections from Fundraise Up.
• Confirm that the server supports SFTP, not only FTP. These are different protocols.

Connection timeout or no response

Errors may include:

• Timed out while waiting for handshake
• Keepalive timeout
• _xstat: No response from server

These errors can occur when the connection cannot be established or stops responding.

• Ask your server administrator to check server availability, firewall rules, and connection logs.
• Check whether failures happen consistently or only at certain times.
• If the connection is restored, retry the failed delivery.
• Contact Fundraise Up Support if failures continue.

A timeout alone does not identify which side of the connection caused the interruption.

Authentication failure

Error: All configured authentication methods failed

This error means that authentication did not succeed. It does not necessarily mean that the password is incorrect.

• Check the login and password saved in the destination, especially if credentials recently changed.
• Ask your server administrator to confirm that the user account is active and permitted to connect.
• Test the same credentials in an SFTP client, such as FileZilla.
• If another client connects successfully but Fundraise Up does not, contact Fundraise Up Support so we can investigate the authentication settings.

Connection refused

Error: Socks5 proxy rejected connection - ConnectionRefused

Check the destination and server settings:

• Confirm that the host and port are correct.
• Ask your server administrator to check that the SFTP service is running and accepting connections on that port.
• Review firewall rules and recent server or destination changes.

Contact Fundraise Up Support if the settings are correct but the connection still fails.

No matching cipher

Error: Handshake failed: no matching C->S cipher

The client and server could not agree on a cipher to encrypt the connection.

Ask your SFTP administrator to check that the server and Fundraise Up support a common cipher, such as aes256-cbc. Contact Fundraise Up Support before changing encryption settings. Do not disable security controls or enable older algorithms without your administrator’s review.

File upload or destination path error

Error: error_put: Write stream error: Unknown status

Check the destination directory:

• Confirm that the path exists and matches the path saved in Fundraise Up.
• Check that the SFTP user has permission to upload files to that directory.
• Check that the server has enough available storage.

Some deliveries fail while others succeed

If retrying a failed delivery works, ask your SFTP administrator to check the server logs and concurrent-connection limits. A server may reject an upload while other connections are active.

Successful delivery of one file does not confirm that every file was delivered. Check each affected entry in Exports > Deliveries.

Files arrive, but imported records are missing

Compare the CSV available in Fundraise Up with the original file received on your SFTP server—not only the records imported into your CRM.

• Compare file sizes and record counts.
• Ensure that your import process waits until the upload finishes before reading or moving the file.
• Ask your IT administrator to check whether the import process can detect that a file is still changing.
• Preserve the received file for investigation if the contents differ.

Before retrying or manually importing a file, check whether its records were already imported to avoid duplicates.

Retry a failed delivery

1. Go to Exports > Deliveries.
2. Find the failed delivery.
3. Open the three-dot menu and select the retry option.

Retrying does not correct invalid credentials, missing directories, or server restrictions. Resolve those issues first.

Contact Support

If you see Something went wrong. Please contact support, or the checks above do not resolve the issue, contact Fundraise Up Support.

Include:

• The exact error message.
• The destination name and affected filename.
• The delivery date, time, and timezone.
• Whether retrying succeeds.
• Whether the same credentials work in another SFTP client.
• Relevant server logs, with passwords and other secrets removed.

Do not include your SFTP password in the support request.