Troubleshooting PG&E - SFTP File Idle Check Alerts (CPON File Processing) – Convey Sandbox

Overview

This article outlines the steps to troubleshoot and resolve PG&E SFTP file idle check alerts related to CPON file processing. These alerts typically occur when files are not picked up or processed as expected from the SFTP location.

Step-by-Step Troubleshooting

1. Verify File Name from PagerDuty Alert

Identify the file name mentioned in the PagerDuty alert.
Sample Alert link : https://messagetest.pagerduty.com/incidents/Q13G47YD2V2XOW

Run the following query to check if the file is present in the database:

SELECT 
    c.* 
FROM 
    prod_pge_planned.campaign AS c
WHERE 
    filename_vch LIKE 'cpon_cancellation_2026_04_10_12-38_55%';

2. Check if File Exists in Database

If the file is found → Processing has started or completed. No further action needed.
If the file is NOT found → Proceed to the next step.

3. Login to SFTP

Access the PG&E SFTP server using the appropriate credentials.
Hostname : sftp://sftext.cloud.pge.com
Path : /MessageBroadCast_PlannedOutage/

4. Verify File Naming Format

Ensure the file follows the correct format:

<ORIGINAL-FILENAME>.csv.<TIMESTAMP>.processing

Example:

cpon_cancellation_2026_04_10_12-38_55.csv.1712740000.processing

5. Correct the File Name

If the file is stuck in .processing state:
- Rename the file by removing everything after .csv

Before:

cpon_cancellation_2026_04_10_12-38_55.csv.1712740000.processing

After:

cpon_cancellation_2026_04_10_12-38_55.csv

6. Wait and Validate Processing

Wait for ~2 minutes
Refresh the SFTP directory and check if the file is picked up automatically

7. Re-verify in Database

Run the same query from Step 1
Confirm that the file now appears in the campaign table

Expected Outcome

The file should be picked up by the system
Entry should be visible in the database
After the successful validation please mark alert as resolved.

Notes / Best Practices

Always ensure correct file naming conventions before uploading
Avoid leaving files in .processing state for extended periods
Monitor alerts closely to prevent delays in downstream processing
SFTP screenshots/logs