Description

This article will walk through configuring Filezilla to connect to the Arctera sFTP servers and also includes troubleshooting steps if there are issues connecting. 

SFTP Client Setup

We recommend using Filezilla for secure FTP transfers.

Once downloaded and installed, follow these instructions to connect.

Click on the Site Manager Button and create a new connection.

To create a new SFTP connection, click the New Site button and enter the following:

• Site Name: Arctera SFTP
• SFTP host name:
  • AUS customers: sftp.ca.aue01.archivecloud.net
  • EU customers: sftp.ca.euw01.archivecloud.net
  • US customers:
    • sftp.ca.usw01.archivecloud.net
    • sftp.ca.usw03.archivecloud.net
    • sftp.ca.usw02.archivecloud.net
    • sftp.advisormail.net
  • UK Customers: sftp.ca.uks01.archivecloud.net
  • Canada Customers: sftp.ca.cac01.archivecloud.net
• Server type: SFTP – SSH File Transfer Protocol
• Logon Type: Normal
• Username: Provided by Arctera 
• Password: Provided by Arctera 
• Port: 22

Finally, click the Connect button. 
 

Once connected, browse to the files to upload and drag and drop them on to the Remote SFTP site.

Troubleshooting

If there are issues connecting to the SFTP site, please follow the steps below to troubleshoot the issue.

External IP Address Validation

Open the following website and confirm the IP shown has been allowed:

http://ip.symanteccloud.com/

Note: This only tests the external IP for port 80 and it might be needed to check with the organizations network administrator for the external IP address on port 22. 

Telnet Connection Test

Perform the following tests to check inbound\outbound firewall settings from the computer connecting to the SFTP site to upload files.  The following steps can be performed to check the SFTP connection via telnet:

1. Type Telnet at the command prompt to start a Telnet session. If an error is received that the program does not exist, please follow the instructions here: http://www.wikihow.com/Activate-Telnet-in-Windows-7  

2. At the telnet prompt, type: 0 sftp.ca.usw01.archivecloud.net.

Note: Use the FTP URL for the region the data center is located in.

3. The expected response from the server will look similar to the below:

4. If a response is not received and there is a firewall issue, an error message as such will be seen:

If there was an error when trying to connect as seen above, please also attempt to telnet to this server o portquiz.net 22 as a test.  This server does not block any IPs.

If a connection is successful, a string similar to this: SSH-2.0-OpenSSH_6.0p1 Debian-4+deb7u1 will be displayed.  

Test Results:

• A successful connection to portquiz.net and a failed connection to any of the FTP URL’s would indicate that the IP is not allowed on the Veritas firewall.
• A failed connection to both would indicate that the firewall at the customers company is blocking the outbound connection on port 22 and/or the connection to the FTP URL’s.
• A successful connection to both would indicate an account or credentials issue, which would also be indicated in the connection status window in Filezilla or the SFTP client.