Troubleshoot

On 8th April 2021 we implemented a security upgrade to ensure Experian remain compliant with Global Security Standards.

What is the change?

We are updating our SFTP authentication key to use the RSA algorithm, which provides a higher security standard and ensures we remain compliant with Experian's security policy, as well as security community's standards.

What do you need to do?

You are required to update your Host Key file to include the new RSA Key. The change required is a single line of code to be added to your known_hosts file by following these steps:

• Unix users:
  • Access the following directory: <user_home> /.ssh_
  • There is a known_hosts file in this directory.
  • Add the line we provided in the attachment, to the bottom of the file.
• Windows users:
  • Access the following directory: C:/Users/<username>/.ssh
  • There is a known_hosts file in this directory.
  • Add the line we provided in the attachment, to the bottom of the file.

How can you test that you have successfully made the change?

We have provided an SFTP host, identical to the one you normally connect to, where you can attempt to upload a test file.

Test Host: Sftp2.qasemail.qas.com

Please log in with your usual credentials, using the alternative host location. We recommend testing using a development environment and not your live workflow.

Your SSL certificate might have expired. To manually update your deployment:

1. Get the files: Download ZIP
2. Extract the files.
3. Install Root.crt in the Trusted Root Certificates Authorities Store.
4. Install the following files in the Intermediate Certificate Authorities Store:
   • Intermediate1.crt
   • Intermediate2.crt
5. Install api.experianmarketingservices.com.cer in the Personal Certificate Store.

For further help contact your local support team.

This usually happens due to typos in the supplied username/password. However, if you're confident that you are entering the right details, please contact your local support team.

If you encounter this message, double-check the settings entered while uploading the file. If the problem still persists, please contact your local support team.

This could be the result of a malformed file. Check your SFTP client's message log for further information on why it was rejected. Additionally, if you have email notifications enabled you will receive an email with a description of the error.

Once the file processing has begun, you will not be allowed to delete the file. If you believe the processing has completed and you still can't delete the file, please contact our support team.

This is likely to be due to a failed job. You should receive an email notification that containing a description of the error you've encountered. Errors can be caused by files that:

• are blank
• have the Email header but no content
• have a valid header row but it's not separated by a separator
• have an invalid separator
• have no Email header
• have the same name as a file that's still being processed
• exceeded 2GB file size
• exceeded 1 million record count