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Client can’t upload files on my ftp server
Thread poster: Christiane Boehm

Christiane Boehm  Identity Verified
Germany
Local time: 11:26
French to German
+ ...
Apr 23, 2008

Dear all,

one of my clients can’t upload files on my ftp server, whereas all my other clients have no problem using it. I checked everything with him, but can't find the reason.

Maybe their firewall doesn’t like my web host?

Does anybody have an idea what the problem could be and how to solve it?


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Jan Sundström  Identity Verified
Sweden
Local time: 11:26
English to Swedish
+ ...
Troubleshooting Apr 23, 2008

Christiane Boehm wrote:

Dear all,

one of my clients can’t upload files on my ftp server, whereas all my other clients have no problem using it. I checked everything with him, but can't find the reason.

Maybe their firewall doesn’t like my web host?

Does anybody have an idea what the problem could be and how to solve it?



Some questions you can ask your client:

0. The first fool-proof thing to do is to combine your login details into a clickable link, and ask your client to click it. That will safeguard him from typos and other misunderstanding of upper case/lower case/other characters. Your link will look like this:
ftp://username:password@servername.domain.com

1. Can he access other ftp sites?

2. Which ftp client is he using? Try downloading another common ftp client instead, and also to access straight through Internet Explorer.

If none of this works, it's most likely a security setting on his side. There's nothing more you can do, but to ask him to get in touch with his IT department and let them do the dirty work.

3. If there's no way through ftp, use a website like yousendit.com as a last emergency.

/J


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Lori Cirefice  Identity Verified
France
Local time: 11:26
French to English
different browsers? Apr 23, 2008

Did they try accessing from different browsers to see if that changes anything?

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Christiane Boehm  Identity Verified
Germany
Local time: 11:26
French to German
+ ...
TOPIC STARTER
Changes nothing Apr 23, 2008

Thank you for your reply.

They tried to access via Firefox and the Internet Explorer, but it didn't work out...


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Thorson
Local time: 11:26
Danish to English
There can be many causes Apr 23, 2008

A lot of things can cause this, but I'm curious--how are they uploading by ftp through a browser?

You have anonymous ftp on your server? If so, that isn't very safe these days.

If you're creating an ftp account for them on your server, why aren't they using an ftp program?


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M. Anna Kańduła  Identity Verified
United Kingdom
Local time: 10:26
English to Polish
What is the problem? Apr 23, 2008

It's hard to say why they cannot upload, if we don't know what exactly is not working. They cannot log in? File transfer is interrupted? The website page doesn't load?

No doctor would be able to diagnose, if you just say: "I feel sick"

Any more details?


Anni


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RNAtranslator  Identity Verified
Local time: 11:26
English to Spanish
+ ...
Firewall problem? Apr 23, 2008

It sounds like a firewall problem. Most paranoic firewalls (mine for exaple), close not only incoming traffic but also outgoing one. Can your client upload to other FTP servers?

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Christiane Boehm  Identity Verified
Germany
Local time: 11:26
French to German
+ ...
TOPIC STARTER
Change web host? Apr 24, 2008

Anna you’re right – my complaint was a bit general.

When they access via Internet Explorer, they just get a blank site and don't even see test files I put on the server. When they try fire ftp, they can access their account on my ftp server, but their files just won't load up - without any comment popping up.

We also tried a direct link like Jan suggested (ftp://username:password@servername.domain.com) but still...

They have used fire ftp before to exchange files with another person and it worked. That's what I find strange.

So far other clients don’t have a problem, except my brother who is working in an ultra safe environment (development department of a large company). But if the problem continues and maybe new clients have the same, would it be of use to change the webhost? (Or does that sound silly?)


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M. Anna Kańduła  Identity Verified
United Kingdom
Local time: 10:26
English to Polish
Owner rights? Apr 24, 2008

You wrote they have their account on your server. Maybe there is something wrong with their rights and that doesn't allow them see/upload things. Are CHMOD settings of folders correct?


Anni


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Thorson
Local time: 11:26
Danish to English
I use 2100.com Apr 24, 2008

I use 2100.com -- $99/year and it always works.

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Jan Sundström  Identity Verified
Sweden
Local time: 11:26
English to Swedish
+ ...
More troubleshooting Apr 24, 2008

M. Anna Kańduła wrote:
You wrote they have their account on your server. Maybe there is something wrong with their rights and that doesn't allow them see/upload things. Are CHMOD settings of folders correct?

Anni


I was considering this too, but Christiane seems convinced that the problem is on the other side.

Christiane, have you asked someone else to access this very folder on your server, using the same credencials?

Tell the customer to use an ftp client which gives more verbose error messages.
That way, you can ask for his error log and read how far in the process he manage. The log will be able to tell if he can make contact with your server at all, if he types the address correctly, if the password is rejected, if the user right are incorrectly set etc.

/J


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Christiane Boehm  Identity Verified
Germany
Local time: 11:26
French to German
+ ...
TOPIC STARTER
We use the client’s ftp-server Apr 24, 2008

The IT department of my client finally sent me a link to their own ftp and I downloaded the files from there. So this is okay now.

Still I am not really satisfied with the outcome, because I don’t understand the problem. I asked other people to try the same login details for the same folder and they didn’t have any troubles.
Unfortunately, I don’t specialise in computing…:(


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