KnowledgeBase - Webtrends On Demand SFTP access - overview and troubleshooting

Webtrends On Demand SFTP access - overview and troubleshooting

« Go Back
Webtrends On Demand
Webtrends On Demand customers have the option to provision features on their account to which they have access by which related data may be uploaded or downloaded as needed. The features are as follows:
  • Log File Delivery (LFD) - LFD is useful for customers who, in addition to using Webtrends On Demand, have implemented a Webtrends On Premises installation locally and want to analyze the log files collected by the On Demand data collection servers to mirror the report data in their internal installation. This approach allows a greater flexibility in profile/custom report creation, and profiles can be reanalyzed in the local installation with no additional cost. Alternatively, other customers may choose to use this service without a Webtrends On Premises installation, and instead parse the log files with a custom solution. This is a paid feature and will not be present unless it's on your account.
  • Visitor History Exports (VHE) - VHE display Visitor History-related information in .csv format, intended for use with the Visitor History component of Webtrends Analytics. Exports of Visitor History are useful for customers seeking to integrate their business intelligence solutions. This is a paid feature and will not be present unless it's on your account.
  • Translation File Import (TFI) - This feature is intended for customers who use translation files to reference site-specific information. Customers may choose to use the default campaigns.csv or products.csv files or upload their own, custom translation files.
The SFTP paths to download or upload from a provisioned Webtrends On Demand account are found in the following location:

If not already in the Accounts view, select the "Accounts" link located in the upper right-hand corner. Under "Account Management," select "FTP Access." SFTP login information displays in the main window. Use the SFTP address and login credentials as shown, with an SFTP client, to download from and/or upload to Webtrends On Demand.

In addition to the service being enabled for the On Demand account, users must have the appropriate action rights to download from and/or upload to the locations above. To assign these rights, edit the user account information in the Administration console under "Application Settings > User Management > Users" and select "Action Rights" under the "User Rights" tab. If the "User Rights" tab is not present then the user has been assigned to a role. Either change the user's role to "Custom User Rights" or edit the role under "User Management > Roles."

Under "Action Rights" select the  "Connect: SFTP Access to Available Files" View check box to enable general access to the SFTP location.

Following that, select the check box for "Log File Download" to grant access to LFD, "Translation File Import" to grant access to TFI, and/or "Visitor History Export" to grant access to VHE as appropriate. Select "Save" to save the changes, after which the user should be able to log into the account using an SFTP client.

Note: Newly-created users with the appropriate rights, may experience a delay of up to 24 hours while their account and rights are populated throughout the system. A user who should be able to log into the SFTP server, and can confirm their credentials have been entered correctly, may have to wait until SFTP access is available for that user account. It is recommended that user accounts requiring SFTP access are created well in advance of when they will be required for use.

Troubleshooting SFTP access
Access to the Webtrends SFTP server is only possible using a client which supports the SFTP protocol. Webtrends makes no recommendations as to which SFTP clients should be used but some customers report success using the open-source clients Filezilla and WinSCP. As indicated on the "FTP Access" page, the SFTP server protocol and host name specify s While this is technically correct, the field for the host name will be and the file protocol will designate SFTP (if using WinSCP) or the Server Type will be "SFTP - SSH File Transfer Protocol" (if using Filezilla). Regardless of the SFTP client used, the host will not require the protocol (sftp://) prefixed to the host name when another configuration option implies this. Ensure the user name is in the <account name>\<user name> format.

WinSCP includes a feature for resuming a file transfer if the previous attempt terminated prematurely. This process creates a temporary file with the translation file's name and an extension of ".filepart." If the transfer should fail the .filepart file will remain and further attempts to upload the file will fail as the client will be unable to overwrite the .filepart file on our system. To prevent this from occurring, disable this feature by performing the following steps:

1. Launch WinSCP

2. Navigate to "Preferences > Other general options: > Preferences... > Transfer > Endurance."

3. Select the "Disable" radio button under "Enable transfer resume/transfer to temporary filename for."

4. Select "OK" to save the change.

If the option was not disabled and this issue occurs, contact Webtrends Technical Support at (503) 223-3023 for assistance.

More Information
If you would like to add the Log File Delivery, Visitor History Exports and/or Translation File Import service(s), contact your account manager for details.

How do I enable and use the Log File Delivery (LFD) service?
How do I enable and use the Visitor History Export (VHE) service?
How do I create lookup tables and upload translation files using the Translation File Import (TFI) service?
Was this article helpful?

Please tell us how we can make this article more useful.

Characters Remaining: 255