📡 Common Data Retrieval Errors from PMS or SFTP

This article outlines the most common errors encountered when retrieving guest data for the Guest Registration module, whether you're connected via PMS or using an exported file through SFTP.

See below for the meaning of each error and the recommended actions to resolve them.

You will find this information in your Control Panel in Dashboard

🔗 Error Index

1. File not found: Error: Get
2. File not found: Wrong Date
3. File not found: Permission denied
4. SFTP connection issues (timeout or refusals)
5. DNS or host name error (ENOTFOUND)
6. SFTP authentication failures
7. No bookings found

❌ File not found

File not found: get: /TEST/EXAMPLE_YYYYMMDD.xml /TEST/EXAMPLE_YYYYMMDD.xml

Error: get: /TEST/EXAMPLE_YYYYMMDD.xml /TEST/EXAMPLE_YYYYMMDD.xml

What does this error mean?
The system attempted to access (GET) the file, but it was not found at the expected location.

Message breakdown:

• File not found: A 404-type error internally
• get: The system attempted a GET request
• /TEST/EXAMPLE_YYYYMMDD.xml (x2): Requested path and resolved path

Common causes:

• The file has not yet been generated by the source system
• The file name is incorrect
• The file was deleted or not uploaded
• The configured path is incorrect

What to do:

• Check if the file exists in the SFTP folder
• Confirm name format and date
• Review the pickup settings in the dashboard
• Use “Force Send” once validated

🚫 File not found: Wrong Date

WRONG DATE booking entrance date: YYYY-MM-DD expected: YYYY-MM-DD

What does this error mean?

The system has detected that the file contains more than 10 records with an incorrect check-in date and is therefore unable to process it.

Message Breakdown:

• Wrong date: The system expected to find a file with a specific date, but the actual content doesn't match.

• Booking entrance date: Indicates the date found in the file that is causing the issue.

• Expected: Refers to the date the system was expecting to receive.

Common causes:

• The file exists but contains more than 10 incorrect records.

• The uploaded file contains records from a different day than expected.

What to do:

1. Try clicking "Force send" and wait to see if the file is processed.

2. Log in to the Traveler Registration Configuration Panel with an admin user.

3. Check the file content by running a validation.

4. If the file contains records from another date, correct the date and upload it again. Once fixed, you can try "Force send" again.

5. If the file contains more than 10 invalid records, correct or delete those entries and retry the forced send.

🚫 File not found: Permission denied

File not found: get: Permission denied /CivitFun/2025-05-17.txt

What does this error mean?
The system lacks the necessary permissions to read or download the file.

Message breakdown:

• Permission denied: The configured user cannot access the file

Common causes:

• The user lacks read rights
• The file was created by another user with restrictive permissions

What to do:

• Verify permissions via SFTP
• Ensure the user has read rights
• Re-upload the file using the correct user

🕒 SFTP connection issues (refusals)

Error: connect ECONNREFUSED 123.456.7.89:22

What does this error mean?
The connection to the SFTP server failed due to a timeout or refusal.

Message breakdown:

• ECONNREFUSED: The server rejected the connection
• 123.456.7.89:22: Target IP and port

What to do:

• Check that the server is online
• Confirm IP and port values
• Contact your network or server administrator

🕒 SFTP connection issues (timeout)

Error: connect ECONNREFUSED 123.456.7.89:22

What does this error mean?

This message indicates that the system attempted to establish a connection with the remote server (usually an SFTP server), but the handshake phase was not completed within the expected time.

Message breakdown

• connect: a connection attempt was made.

• getConnection: refers to the function call initiating the connection.

• Timed out while waiting for handshake: the system was waiting to complete the handshake (initial secure connection setup), but it didn’t receive a response in time.

Common causes

• The server is online but not responding quickly enough.

• Network issues or high latency between the client (Civitfun) and the destination server.

• SFTP server is overloaded or has security configurations causing handshake delays or denials.

• Firewall, proxy, or network rules are blocking the initial handshake.

• Invalid or unregistered SSH keys.

What to do?

• Make sure the server is online and reachable from another network.

• Check that the connection port (usually 22 for SFTP) is open and accessible.

• If using an SSH key, ensure that:

  • The private key matches the public key registered on the server.

  • The user has the appropriate access permissions.

• Contact your technical provider to check for firewall rules, proxy filters, or security settings that might prevent the handshake.

• Try to replicate the error using manual tools like sftp or FileZilla to verify if the issue persists.

🌐 DNS or host name error (ENOTFOUND)

Error: getaddrinfo ENOTFOUND sftp.example.com

What does this error mean?
The system couldn’t resolve the host name to an IP address.

Message breakdown:

• getaddrinfo: Name resolution function
• ENOTFOUND: Host name could not be resolved

What to do:

• Verify that the domain name is correct
• Try using nslookup or ping to test reachability
• Check DNS configuration or contact provider

🔐 SFTP authentication failures

Error: All configured authentication methods failed

What does this error mean?
Authentication to the SFTP server failed using all configured methods.

Common causes:

• Incorrect username or password
• Missing SSH key or misconfiguration
• The server requires different authentication

What to do:

• Check your credentials
• Ensure SSH keys are correctly configured
• Contact the SFTP provider if needed

❌ No bookings found

Error: No bookings found

What does this error mean?

The system accessed the file but did not find any bookings inside that match the configured criteria.

Error breakdown:

• No bookings found: No bookings in the file match the expected filters.

Common causes:

• No bookings were found.

• The check-in date of the bookings in the file does not match the expected date.

• The check-in date of the bookings in the file does not match the date configured in the export file settings.

What to do:

• Validate the existence and contents of the file using the export file validation feature. See this article: 🔍 How to locate and validate an export file via SFTP for Guest Registration

• Make sure the configured export date matches the check-in dates of the bookings within the file.

✅ General Recommendation

Once you’ve identified the error type:

• Check the file exists physically
• Verify your dashboard settings
• Use “Force Send” once corrected
• Contact support if issues persist

I hope this article is helpful! If you need more information, contact us at support@civitfun.com — we’ll be happy to help. 😊✍️