When the system cannot find the traveler data file, an error message appears in the header indicating the time and reason why the data could not be retrieved:
- ❗ Time the file was searched: DD/MM/YYYY, HH:MM CEST
- ❗ Error: followed by the error detail
📅 Important: You can review the error and how to manage it in the following article:
Common errors when retrieving the Traveler Registration file
🛑 Common causes
- The file has not been uploaded to the SFTP folder.
- The file is incorrectly named or located in an incorrect subfolder.
- The file is empty or malformed (incorrect structure).
- There was a connection failure with the system at the time of the request.
🧩 Steps to resolve it
- Verify that the file is correctly located in your SFTP folder.
- Check that the file content is correct and properly structured.
- Return to the Registration Panel and click on the “Force Send” button to process it manually.
- Wait a few minutes and check if the file status changes.
🔁 What if the error persists?
If after confirming the file was uploaded to the SFTP and forcing the submission it is still not processed:
- Contact our support team.
- Include the .txt or .xml file and the submission attempt date in your message.
📝 Note
The file name must follow the format expected by your specific configuration. If you are unsure about the correct name or structure, consult your technical team or review the following article:
❓ How to identify the correct file name to validate?
We hope this article was helpful! If you need more information, please contact support@civitfun.com — we’ll be happy to assist you. 😊✍️