EBS: Importing an SFTP Key Downloaded From the Manager Portal Into Puttygen Generates the Error “Couldn’t Load Private Key (Unrecognised Key Type)”

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Problem

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

Couldn't load private key (unrecognised key type)

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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

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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

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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.

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