Error: 33338, FTP failed (Error : Connection timeout)

Automate Enterprise 11.0.6.11
Windows 2012 R2
Event Viewer shows nothing related to Automate around the time in question.

The task is setup to download a bunch of files from one of our SFTP server to a variety of file shares on our network. We also need to copy these files to a different location on that same SFTP server for archival purposes; so there's a step in the task to upload the files back to their archive folder on that same SFTP server. I've tried increasing the timeout in the logon step from the default (30 seconds) to 15 minutes and I'm still getting this timeout error.

Below is a copy of the task being run and attached is a sample of the log file. Any suggestions on what I should do to fix this issue?


Task Steps: (Right click, Select All, Copy to copy to the clipboard. Steps can then be pasted into the AutoMate Task Builder)
<!--Setup variables to use in the task--> <AMVARIABLE NAME="LogFileNamePath" VALUE="\\mercycare.org\root\Shared\DSG\HB_837_Export.log" /> <AMVARIABLE NAME="TotalSeconds" VALUE="0" /> <!--Start a timer, so we can log how long it takes the task to run--> <AMTIMER SESSION="TimerSession1" /> <!--Connect to SFTP Server--> <AMFTP ACTIVITY="logon" AM_WRITETOAMLOG="%Date()% %Time()% : %AMCurrentWorkflow.Name% (%AMCurrentTask.Name%, Step# %AMError.StepNumber%) returned Code# %AMError.ErrorNumber%, %AMError.ErrorDesc%&#xD;&#xA;" SERVER="%ProdDB%" USERNAME="%EpicAutoTransUser%" PASSWORD="" TYPE="sftp" PORT="22" LOGFILE="%LogFileNamePath%" OVERWRITELOG="no" TIMEOUT="15" MEASURE="minutes" SFTPHOSTKEY="validate" SESSION="ProdDB" /> <!--Download files--> <AMFTP AM_WRITETOAMLOG="%Date()% %Time()% : %AMCurrentWorkflow.Name% (%AMCurrentTask.Name%, Step# %AMError.StepNumber%) returned Code# %AMError.ErrorNumber%, %AMError.ErrorDesc%&#xD;&#xA;" AM_ONERROR="CONTINUE" SESSION="ProdDB" SOURCE="/prdfiles/export/claim/active/MMC_HB_HH_837i_10_*.txt" DEST="\\mercycare.org\root\Shared\SHPDATA\" TRANSFEROPTION="overwrite" KEEPDATETIME="YES" /> <AMFILESYSTEM ACTIVITY="write_file" FILE="%LogFileNamePath%">%Date()% %Time()% : %AMCurrentWorkflow.Name% (%AMCurrentTask.Name%, Step# %AMError.StepNumber%) returned Code# %AMError.ErrorNumber%, %AMError.ErrorDesc% </AMFILESYSTEM> <AMFTP AM_WRITETOAMLOG="%Date()% %Time()% : %AMCurrentWorkflow.Name% (%AMCurrentTask.Name%, Step# %AMError.StepNumber%) returned Code# %AMError.ErrorNumber%, %AMError.ErrorDesc%&#xD;&#xA;" SESSION="ProdDB" SOURCE="/prdfiles/export/claim/active/MMC_HB*837i_*.txt" DEST="\\mercycare.org\root\Shared\DSG\Export\" TRANSFEROPTION="overwrite" KEEPDATETIME="YES" /> <AMFILESYSTEM ACTIVITY="write_file" FILE="%LogFileNamePath%">%Date()% %Time()% : %AMCurrentWorkflow.Name% (%AMCurrentTask.Name%, Step# %AMError.StepNumber%) returned Code# %AMError.ErrorNumber%, %AMError.ErrorDesc% </AMFILESYSTEM> <AMFTP AM_WRITETOAMLOG="%Date()% %Time()% : %AMCurrentWorkflow.Name% (%AMCurrentTask.Name%, Step# %AMError.StepNumber%) returned Code# %AMError.ErrorNumber%, %AMError.ErrorDesc%&#xD;&#xA;" AM_ONERROR="CONTINUE" SESSION="ProdDB" SOURCE="/prdfiles/export/claim/active/MMC_HB*837i_*.txt" DEST="\\mercycare.org\root\Shared\DSG\Export\Temp_Archive\" TRANSFEROPTION="overwrite" KEEPDATETIME="YES" /> <AMFILESYSTEM ACTIVITY="write_file" FILE="%LogFileNamePath%">%Date()% %Time()% : %AMCurrentWorkflow.Name% (%AMCurrentTask.Name%, Step# %AMError.StepNumber%) returned Code# %AMError.ErrorNumber%, %AMError.ErrorDesc% </AMFILESYSTEM> <!--Upload files to Epic Archive--> <AMFTP ACTIVITY="synchronize_folder" AM_WRITETOAMLOG="%Date()% %Time()% : %AMCurrentWorkflow.Name% (%AMCurrentTask.Name%, Step# %AMError.StepNumber%) returned Code# %AMError.ErrorNumber%, %AMError.ErrorDesc%&#xD;&#xA;" AM_RETRY="3" AM_RETRYDELAY="500" AM_ONERROR="CONTINUE" REMOTEFOLDER="/prdfiles/export/claim/archive/HB/" LOCALFOLDER="\\mercycare.org\root\Shared\DSG\Export\Temp_Archive\" SYNCHRONIZATION="local_to_remote" INCLUDE="MMC_HB*.txt" SESSION="ProdDB" AM_ENABLED="NO" /> <AMFTP ACTIVITY="upload" AM_WRITETOAMLOG="%Date()% %Time()% : Err# %AMError.ErrorNumber% - %AMError.ErrorDesc%&#xD;&#xA;" AM_RETRY="3" AM_RETRYDELAY="500" AM_ONERROR="CONTINUE" SESSION="ProdDB" SOURCE="\\mercycare.org\root\Shared\DSG\Export\Temp_Archive\MMC_HB*837i_*.txt" DEST="/prdfiles/export/claim/archive/HB/" TRANSFEROPTION="overwrite" KEEPDATETIME="YES" /> <AMFILESYSTEM ACTIVITY="write_file" FILE="%LogFileNamePath%">%Date()% %Time()% : %AMCurrentWorkflow.Name% (%AMCurrentTask.Name%, Step# %AMError.StepNumber%) returned Code# %AMError.ErrorNumber%, %AMError.ErrorDesc% </AMFILESYSTEM> <!--Delete files after download & archiving--> <AMFTP ACTIVITY="delete" AM_WRITETOAMLOG="%Date()% %Time()% : %AMCurrentWorkflow.Name% (%AMCurrentTask.Name%, Step# %AMError.StepNumber%) returned Code# %AMError.ErrorNumber%, %AMError.ErrorDesc%&#xD;&#xA;" AM_RETRY="3" AM_RETRYDELAY="500" AM_ONERROR="CONTINUE" SOURCE="/prdfiles/export/claim/active/MMC_HB*837i_*.txt" SESSION="ProdDB" /> <AMFILESYSTEM ACTIVITY="write_file" FILE="%LogFileNamePath%">%Date()% %Time()% : %AMCurrentWorkflow.Name% (%AMCurrentTask.Name%, Step# %AMError.StepNumber%) returned Code# %AMError.ErrorNumber%, %AMError.ErrorDesc% </AMFILESYSTEM> <AMFTP ACTIVITY="logoff" SESSION="ProdDB" /> <AMFILESYSTEM ACTIVITY="delete" AM_WRITETOAMLOG="%Date()% %Time()% : %AMCurrentWorkflow.Name% (%AMCurrentTask.Name%, Step# %AMError.StepNumber%) returned Code# %AMError.ErrorNumber%, %AMError.ErrorDesc%&#xD;&#xA;" AM_ONERROR="CONTINUE" SOURCE="\\mercycare.org\root\Shared\DSG\Export\Temp_Archive\MMC_HB*.txt" ISOLDERTHAN="%DateAdd( &quot;d&quot;, -30, CStr( Now() ))%" /> <!--Stop the timer and write the total run time to the log.--> <AMTIMER ACTIVITY="stop" RESULTVARIABLE="TotalSeconds" SESSION="TimerSession1" /> <AMFILESYSTEM ACTIVITY="write_file" FILE="%LogFileNamePath%">%Date()% %Time()% : Total Run Time (seconds): %TotalSeconds% </AMFILESYSTEM>

Hello Mark,

Do any of the files get uploaded?

Are you able to make a connection and upload files manually through a 3rd party tool like Filezilla (on the same machine as Automate Enterprise)?

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Ricardo Castaneda | Principal Support Analyst
AutoMate | Division of HelpSystems
HelpSystems, LLC | T: +1.213.738.1700

Richard,

Sorry I thought I'd mentioned that in the original post. The first file Automate grabs starts to get uploaded but never finishes. Using FileZilla, I am able to upload the files to the SFTP server without any problems.. Additionally, FileZilla will complete the upload in seconds vs. the minutes Automate takes until it fails with the timeout error. I'll also note that I've tested that FileZilla upload from the same server that we run Automate on and used all the same accounts (both to log into the server and to complete the upload).

Hello Mark,

Would it be possible to set-up a GoToAssist session where we can take a closer look at this issue? If this is possible please send an email over to AutoMate.Support@helpsystems.com with a list of your availability.

Note: Please reference this forum thread in your email.

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Ricardo Castaneda | Principal Support Analyst
AutoMate | Division of HelpSystems
HelpSystems, LLC | T: +1.213.738.1700

Richard,

Sure thing, email has been sent.