The customer cannot see the data on his FTP, any reports or extracts that have been run in the DSS GUI. I logged in to their FTP account via FileZilla and the reports folder was empty as well. Everything is visible on the DSS GUI, but nothing on FTP. I asked the client if he was using other systems that handle his data (like SAP or CRM etc) but they confirmed no, they don't use any other systems. Below is their explanation ...
“We don't use other systems. We just checked our FTP process logs on the refinitiv connection and everything seems to be working fine, just nothing to upload as far as we can tell. It polls every 10 minutes and we never delete files from the FTP server we connect to. "
Client is using DSS TRTH.
Can I ask for help with this?