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.

Additional Troubleshooting

If you still cannot connect to the Everbridge SFTP server, try these steps:

1. Confirm there are no typos in the hostname (sftp-us2e.everbridge.net).

2. Verify you are using the correct port (port 22).

3. Check network firewall settings to ensure the server's IP addresses are permit listed.

4. Test the connection from a different machine to rule out local network issues.

5. Provide Everbridge technical support with the connection logs.