Troubleshoot File Server

An SFTP client cannot connect to File Server

Complete these troubleshooting steps.

Access your personal Home folder using a supported SFTP client.
In general, when your SFTP client can't connect to File Server, you should try using a supported SFTP client to access your personal Home folder, which you always have access to.
- If you can establish a connection using a supported SFTP client, then your SFTP client might not be compatible with File Server.
- If you can connect to your Home folder, then you might need additional permissions to other folders. Work with an administrator to update your permissions.
Make sure the person completing the operation has access to File Server.
The person who is running the integration must have access to File Server. Only an administrator can enable the user and confirm that they've been enabled. See Configure Users.
Make sure the person completing the operation has folder access.
The person who is running the integration must have permissions to access the folders that they obtain files from and copy files to. Only an administrator can grant access to folders. See Configure Folders and View List of Files.

If an administrator isn't available to help right away, you can try accessing your personal Home folder using your SFTP client. As long as you're an enabled user, you always have access to your Home folder. If you can access your Home folder successfully, your permissions might be preventing you from accessing the other folders.
Check whether you've exceeded the maximum number of concurrent connections.
The File Server FAQ contains details about the maximum concurrent connections. If you've already used your maximum number of concurrent connections, any additional connection attempts fail.
Check whether your SFTP client is compatible with File Server.
Your SFTP client must support the security configuration that File Server uses, including algorithms, cipher suites, and compression methods.

To check the security configuration for File Server and your SFTP client:
1. In the navigation pane, click Settings, then File Server, then Settings.
  The Settings page is displayed.
2. Below the Security heading, review the options in the following fields:
  - Authentication Type
  - Signature Algorithms
  - Key Exchange Algorithms
  - Cipher Suites
  - Message Authentication Algorithms
  - Compression Methods
  Note:
  File Server provides multiple options for each field, but an administrator can remove one or more supported items. To see additional options, click within a field. If additional options are available, they appear in a drop-down list. Keep in mind that if you remove an option from a field, File Server no longer supports the option (until you add it back).
3. Check the documentation for your SFTP client, and determine whether the SFTP client supports the same configuration that is defined in the Security section. Your SFTP client must support one item from each of the following fields:
  - Key Exchange Algorithms
  - Cipher Suites
  - Message Authentication Algorithms
  - Compression Methods
    If the configurations don't match, the SFTP client is not compatible with File Server. You must use a supported SFTP client instead.
Determine whether a network connectivity issue prevented the access.
For example:
- Does the SFTP client have access to the internet?
- Does the SFTP client have access to File Server?
  The SFTP client can connect to File Server only if the client is on the allowlist for File Server. See Create an Allowlist for Public IP Addresses.
- Did your proxy server experience intermittent connection issues or cut the connection?
  For instance, your network might have a rule that doesn't allow a connection to be open more than 20 seconds. If you tried to download a large file, the connection might have closed before the download completed. Check with a network administrator to determine whether network rules might have interfered with the connection.

File Server isn't in the menu

File Server might not be enabled for your organization. Only an administrator can enable File Server, and administrators enable File Server in the Oracle Cloud Infrastructure Console. See Enable File Server.

Files won't upload

The file names might contain characters that aren't allowed. File names must not include the following characters:

#
?
..

If any file names contain the characters, rename the files, and try uploading again.

Folders for users and groups can't be deleted

When you enable group or user access to File Server, a folder is created for the group or user in the File Server directory. For example:

/home/users/<user>
/home/groups/<group>

You can delete the files and sub-folders within the folders but not the folders themselves.

The connection closes and a warning appears when you connect to File Server after an algorithm update

If you enable additional algorithms but don't update your known_hosts file, and you attempt to connect to File Server, your connection closes. Additionally, warning text similar to the following message appears.

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
@    WARNING: REMOTE HOST IDENTIFICATION HAS CHANGED!     @
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
IT IS POSSIBLE THAT SOMEONE IS DOING SOMETHING NASTY!
Someone could be eavesdropping on you right now (man-in-the-middle attack)!
It is also possible that a host key has just been changed.
The fingerprint for the ED25519 key sent by the remote host is
<fingerprint>.
Please contact your system administrator.
Add correct host key in ~/.ssh/known_hosts to get rid of this message.
Offending RSA key in ~/.ssh/known_hosts:<line_no>
Host key for [<fileserver-ip>]:<fileserver-port> has changed and you have requested strict checking.
Host key verification failed.
Connection closed. 
Connection closed

See Update the List of Supported Algorithms.