Missing or delayed MFT file — how to troubleshoot

You may be experiencing one or more of the following:

• A business-critical file (orders, invoices, confirmations, reports) did not arrive at the destination system.
• The destination received the file late, causing downstream processing issues.
• Your system shows the job “successful,” but the partner/recipient says nothing was received.
• A file arrived, but appears incomplete or incorrect.

Before contacting Support: quick checks

1. Confirm the expected delivery details
   • Expected filename pattern (including date/time stamps)
   • Expected delivery time window (CET vs local time)
   • Destination (SFTP folder, endpoint, mailbox, API target)
2. Check whether the file was generated
   • Validate the source system actually produced the file for that run (common root cause).
3. Search for duplicates or near-matches
   • Look for the file under a slightly different name, extension, or timestamp.
   • Check “archive” / “processed” folders if applicable.
4. If you have access to job history
   • Confirm whether the relevant transfer/job ran at the expected time.
   • Note any warnings (even if the final status says “success”).

What to include in your ticket

When you contact BlueFinch-ESBD Support, include:

• Company / Organization name
• Flow / integration name (if known)
• Timestamp(s) when the file was expected and when it was last seen
• Source system and destination system/partner
• Filename (or naming pattern) and approximate file size
• Whether this is one-time or recurring
• Any error messages, screenshots, or logs you can attach
• Business impact (e.g., “production stopped,” “invoices delayed,” “partner SLA risk”)

What Support will typically verify

Support will usually investigate:

• Transfer/job execution history and timestamps
• Delivery confirmation/receipts (where available)
• Routing (wrong endpoint/folder/partner)
• Encryption/PGP issues (expired keys, wrong key, signature mismatch)
• Connectivity/authentication failures (credentials, firewall, host key changes)
• Storage/permissions issues at destination
• Retries and any throttling/performance constraints

Common fixes and workarounds

Depending on root cause, typical actions include:

• Re-sending the file (with proper audit trail)
• Correcting endpoint configuration (folder/path/hostname/port)
• Updating credentials / keys
• Adjusting scheduling windows or performance parameters
• Providing a temporary alternate delivery method during a production incident

When to escalate as an emergency

Escalate as a production incident if:

• The missing file blocks critical operations (orders, invoicing, regulatory reporting)
• Multiple files/partners are impacted
• The issue is time-sensitive and approaching an SLA cutoff