Follow these steps to ensure you’re properly connected to the FTP server to acquire the .CSV export files:

SFTP

•    Submit a support ticket to request FTP username and password for your account

•    On the platform, create the export job from the Account Dashboard, select the Format & Transportation “CSV over SFTP”, and provide the FTP credentials

•    Use an FTP client that supports SFTP, like FileZilla, or others
•    Define the host as: ftp.panpwrws.com
•    Define the port as 22
•    Provide the FTP credentials
•    Make sure the Export Job is enabled on the software platform

FTPs

•    Submit a support ticket to request FTP username and password for your account

•    On the platform, create the export job from the Account Dashboard, select the Format & Transportation “CSV over FTPS”, and provide the FTP credentials

•    Use an FTP client that supports FTPS, like FileZilla, or others
•    Define the host as: ftp.panpwrws.com
•    Define the port as 21 
•    Provide the FTP credentials
•    Make sure you use FTP over TLS
•    Make sure the Export Job is enabled on the software platform
•    If you are behind a Firewall, add a Firewall rule for outbound connections on port range 8192 – 8200

The URL “ftp.panpwrws.com” can be resolved to one of the two Static IPs listed below:

• 107.20.219.37
• 54.146.253.167

If after all these steps you still cannot connect, please submit a support ticket, attaching a screenshot and details of the error that you are seeing.