Overview
The SFTP integration relies on a continuous, scheduled exchange of CSV files. If you received an automated alert regarding your SFTP sync, review the troubleshooting steps below to identify and fix the issue.
1️⃣ Connection Failed
What happened: Snappy is unable to connect to your SFTP server to retrieve the latest employee data file.
How to fix it:
Check Credentials: Verify that the username, password, or SSH keys used for the connection have not expired or been changed.
Check Allowlisting: Ensure that Snappy's IP addresses are still allowlisted on your server's firewall.
Check Server Status: Confirm that your SFTP server is currently online and accepting connections.
2️⃣ Missing Data File
What happened: Snappy successfully connected to the server, but no new employee data file has been received since your last successful sync. Your recipient list is currently paused.
How to fix it:
Check the automated export schedule in your HRIS platform to ensure it is actively running.
Verify the folder path. Files must be deposited directly into the uploads/ directory to be processed by Snappy.
Upload the latest CSV file manually to restore the sync.
3️⃣ Error Processing File
What happened: Snappy retrieved your file, but encountered formatting errors that prevented it from processing successfully.
How to fix it:
Check the uploads-errors/ or processed-uploads-failed/ folders on the SFTP server for error reports.
Ensure your file meets all formatting requirements:
It must be a CSV format (not Excel).
It must include all required columns (First Name, Last Name, Employee ID, Email, Working Since, Country).
Date formatting (Birthday, Working Since) must be strictly consistent (e.g., YYYY-MM-DD).
Correct the formatting in your HRIS export and push a new file to the uploads/ folder.
4️⃣ Significant Drop in Synced Recipients
What happened: The most recently processed file contained significantly fewer recipients than the previous file.
How to fix it: In Roster Mode, Snappy mirrors the exact list provided in your file. If employees are missing from the file, they are removed from Snappy.
Check your HRIS export logic to ensure you didn't accidentally filter out an eligible department, location, or employee type (like Full-Time employees).
Ensure the CSV file wasn't accidentally cut off or incomplete before being uploaded.
Fix the export logic and upload a complete file.
5️⃣ Sudden Increase in Synced Recipients
What happened: The most recently processed file contained significantly more recipients than expected.
How to fix it: This typically occurs if the HRIS export logic was altered to include a broader group of employees (e.g., adding contractors, international offices, or inactive employees).
Review the latest CSV file to identify the unintended recipients.
Adjust your HRIS reporting filters to ensure only eligible employees are exported.
Upload the corrected file. Snappy will automatically remove the unintended recipients not included in the new file.