FTP and SFTP import connections in Mintsoft run on a schedule to check for new files and import them as orders or product data. If the connection stops working — either failing to connect entirely or connecting but not processing files — use this article to identify and resolve the issue. For initial setup steps, see the Set up FTP or SFTP import connections article.
Identify the type of failure
Symptom | Most likely cause |
Connection fails entirely — authentication error or timeout | Incorrect credentials, wrong host or port, or Mintsoft IP addresses not whitelisted on your server |
Files arrive on the server but are not imported into Mintsoft | Incorrect folder path, unsupported file format, or files not placed in the pickup folder |
Files are picked up but no data appears in Mintsoft | Row-level import errors — check the Import Errors page under Connect |
Fix connection failures
Verify credentials and connection details
Click Connect then FTP/SFTP Import Connections and select the affected connection.
Click Edit and confirm the Host, Port, Username, and Password fields match your FTP server credentials. Port 21 is standard for FTP; port 22 is standard for SFTP.
Confirm the connection type (FTP or SFTP) is set correctly — the two use different protocols and require separate configuration.
Save any corrections and allow the next scheduled connection attempt to run.
Whitelist Mintsoft IP addresses on your server
Mintsoft connects to your FTP server from specific IP addresses. If your server restricts access by IP allowlist, it will refuse connections from any unlisted address — even with correct credentials.
Go to System Configuration then IP Addresses and Service URLs in Mintsoft to find the current IP addresses used for outbound connections.
Add these IP addresses to your FTP server’s allowlist. The exact steps depend on your server software or hosting provider.
Test the connection after updating the allowlist.
Note: Mintsoft IP addresses may change as infrastructure is updated. If a connection that previously worked stops after a period of inactivity, check whether the current Mintsoft IP addresses still match those on your server’s allowlist.
Fix files not being imported
Verify folder path and file location
Check the Folder Path setting in the connection configuration. This must exactly match the path where files are placed on your FTP server, including correct capitalisation — FTP paths are case-sensitive on most servers.
Log into the FTP server directly using an FTP client and confirm files are being placed in the correct folder.
If files are placed in the root directory, set the Folder Path in Mintsoft to a forward slash (/).
Check file format and column headers
Confirm the file format matches the format configured in the Mintsoft connection settings (for example, CSV or XML).
Check that column headers in the file exactly match the expected column names — headers are case-sensitive.
Confirm all required fields are populated in every row. Rows with missing required fields will fail to import.
Check connection frequency
The Frequency (Minutes) setting controls how often Mintsoft checks for new files. If this is set to 60 or higher, files may not be processed immediately after being placed on the server. The minimum frequency is 15 minutes.
Files picked up but data not appearing in Mintsoft
If the connection appears healthy but imported data is not appearing, go to Connect then Import Errors and review any errors listed for recent imports. Common causes at this stage include:
Product SKUs in the file do not match products in the Mintsoft product catalogue.
Required fields such as delivery address or contact details are blank in the file.
Date or number formatting does not match the format Mintsoft expects.
Note: See the Integrations - Import Errors article for steps to resolve row-level import failures.