Facing issue with Import set and Data source

[Avanish Tadikon]

Dear All,

We are facing an issue related to Import set/ Data Source

ServiceNow consumes a file from ftp server through SFTP file retrieval method.

From the past few days we are noticing that Import sets are completing with errors or in other words, no records are being processed.

The error that is being shown in the import set is "com.glide.db.impex.datasource.DataSourceException: java.io.IOException: Problem opening a handle to remote file:"

Also, in the respective Data source, we tried to load 20 records and we faced the below errors alternatively:

Error faced when tried to load data for first time: "com.glide.db.impex.datasource.DataSourceException: java.io.IOException: Problem opening a handle to remote file:"

Error faced when tried to load data for second time: "com.glide.db.impex.datasource.DataSourceException: java.io.IOException: SSH authentication failed, SSH connected, but user not authenticated"

Please help us out in fixing this issue as it is impacting many users.

Note: We updated the password correctly in the data source and the file path is also given correctly. Also, our sub production instances are "San Diego" and Production instance is "Rome"(will be upgraded soon)

Regards,

Avanish.

[Pavankumar_1]

Hi,

Please refer these articles.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0824775

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0858701

Everything is correct and if you are still facing the issue please go through  the versions on the related list of data source form and compare the current version and previous version see all the changes.

Please refer below screenshots.

select 2 versions compare it to trouble shoot the issue as shown below.

Hope it helps!!

Please Mark ✅ Correct/helpful, if applicable, Thanks!! 

Regards

Pavankumar

[Jon Mulherin]

We have been facing this issue for weeks on our Test instance, which is identically configured like Dev and Prod are, and they both still work fine.  Were you able to get the import to work again or do you still have the issue?  I've tried changing the retrieval method from SFTP to FTP based on the following.  The import still fails; just with a different error: