Problem

Importing a key downloaded from the Manager Portal into PuttyGen generates the error:

Couldn't load private key (unrecognised key type)

Root Cause

The downloaded SFTP key is not in a format supported by PuttyGen.

Solution

Account Level

Follow the steps below to generate a new key before downloading it from the Manager Portal at the Account level:

1. Log in to the Everbridge Manager Portal
2. Select Settings > Security > Secure FTP
3. Click Security from the left side of the page
4. Click on Generate a New Key and confirm by clicking Generate
5. Click Download to save the new key

Organization Level

Follow the steps below to generate a new key before downloading it from the Manager Portal at the Organization level:

1. Log in to the Everbridge Manager Portal and select your organization
2. Select Settings > Organization > Contacts/Assets > Upload Options
3. Click Contacts and Groups from the left side of the page
4. Click on Generate a New Key and confirm by clicking Generate
5. Click Download to save the new key

Once a new key is generated, it will be in a format supported by PuttyGen and future downloads of the key will not require regeneration to avoid this error.

For more information, see the EBS: SFTP Access Guide & FAQ that can be downloaded from the Secure FTP section of the page.