EBS: 'ERROR:> Can’t connect to sftp-us2e.everbridge.net :22. SFTP21 error = #0' Error Uploading Contacts in Everbridge Suite via SFTP

Problem:

Uploading contacts in Everbridge Suite via SFTP generates:

ERROR:> Can't connect to sftp-us2e.everbridge.net :22. SFTP21 error = #0

Root Cause:

This occurs when someone attempts to create a public key which renders the existing private key inoperable.

Solution:

Generate a new private key with the steps below:

  1. Log in to the Manager Portal.
  2. Click Settings > Contacts and Groups > Secure FTP.
  3. Make sure Private Key is selected.
  4. Click Generate a New Key.
  5. Click Download to download the new key.
  6. Use the new key to upload contacts via SFTP.
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