Troubleshooting SSH or IP address authentication errors in NAB Direct Link

Learn what to do if you’re receiving an authentication error such as:

• No supported authentication methods available (server sent public key) Or SSH PUBLIC KEY Authentication failed
• Server refused our key
• No matching host key type found

IP address authentication errors

Review the IP address for your local or cloud based SFTP client connection, to ensure it’s the same as what is allowlisted with NAB Direct Link. To do this:

• Confirm the IP address from your internet gateway exit point also matches the allowlisted IP address by contacting NAB Direct Link Support
• Check for any internal system updates that may have changed your IP address/es
• Ensure all IP addresses provided are static.

SSH Key authentication errors

Follow these steps to identify authentication errors

1. For SFTP clients that require NAB's SSH key to be hard coded, confirm the fingerprint has been configured correctly from the NAB Direct Link Setup Guide. If you require the NAB Direct Link Setup Guide to be reissued, please contact NAB your business banker representative.
2. If your NAB Direct Link facility contains multiple mailboxes, confirm only one Mailbox is connecting at a time.
3. Check your private SSH key:
   • Confirm your private SSH key has been configured within your SFTP client.
   • If your key has recently been updated, please provide a copy of the new public key to NAB by completing an Amendment form. Your NAB business banking representative can provide this for you.

Still need help?

If the above steps didn’t enable you to connect to NAB Direct Link, email direct.link.support@nab.com.au and supply the following details:

• Mailbox ID
• Date and time the connection was lost 
• IP address of connection
• Screenshots of error messages received
• Connection log files which display errors.