How to identify and resolve common SFTP user file errors when your HRIS sync fails to process.
If your organization syncs users to Continu via SFTP, files are dropped to a folder where Continu processes them on a schedule. When a file has structural issues (missing required columns, malformed rows, encoding problems), Continu rejects it and moves it to an error folder. The user records in that file are not updated until the error is resolved.
For the strategic frame on HRIS sync overall, see Provisioning and Sync.
How to Know an SFTP Update Failed
Check the SFTP server's error folder. Each file processed lands in either a success folder or an error folder. If it's in the error folder, the file didn't process and the user data wasn't updated.
SFTP error notification emails. Continu sends an error notification email when a file fails. The notification recipient is configured at setup — typically the IT or HR contact for your organization. If you're not receiving these and expected to, check with your Continu admin about the notification settings.
If you don't have access to the SFTP folder, contact the Continu Stakeholder at your company (typically IT or HR).
Common SFTP File Errors
Missing required columns. The file must include the columns Continu expects (typically First Name, Last Name, Email at minimum). A missing required column rejects the entire file. Compare against Using the .CSV Template for the required structure.
Incorrect column headers. Headers must match exactly — including capitalization. "email" and "Email" are different to the parser. Check Matching Columns for the header naming convention.
Malformed CSV rows. Extra commas, unescaped quotes, line breaks inside fields, or rows with wrong column counts cause parse errors. Open the file in a CSV-aware editor to spot the issue.
Encoding issues. Files must be UTF-8 encoded. Files saved from Excel sometimes default to other encodings that produce garbled special characters (accents, non-Latin scripts).
Duplicate rows. The same user listed multiple times in a file produces an error. Deduplicate before upload.
Invalid email format. Continu validates email format. Rows with malformed emails (missing @, missing domain) reject the row — and sometimes the whole file depending on configuration.
How to Resolve
1. Open the file in the error folder. Identify the rows that triggered the error.
2. Check against the .CSV Template. Compare headers and structure. Most errors trace back to a column mismatch.
3. Validate the file. Open in Excel or a CSV editor and look for malformed rows.
4. Re-encode as UTF-8 if needed. In Excel: File → Save As → CSV UTF-8 (Comma delimited).
5. Re-upload. Drop the corrected file into the SFTP input folder. Continu picks it up on the next sync cycle.
If You're Stuck
Open a support ticket and attach the failing file (or a sanitized version). Continu support can inspect the file structure and identify the specific issue.
See Also
- Provisioning and Sync — strategic frame on user data flow.
- Using the .CSV Template — required file structure.
- Matching Columns — column header conventions.
- SFTP Setup Guide — initial SFTP configuration.
Check the error folder, validate columns and encoding against the template, re-upload. If the cause isn't clear, send the failing file to support.