Customer cannot connect using FTP

[brillian]

This is going to sound really dumb but I have a customer who has been working on his site and uploading his files for the last week. And now all of a sudden he cannot log in. He is using CuteFTP and my server is Win17. I have given him a list of things to check like using passive mode or not, firewall issues, anti-virus issues.

I cannot tell yet if his login is getting rejected or not due to incorrect username/password. CuteFTP is not complaining about incorrect username/password so I think I can rule it out. The only thing that I do know is that the DNS is correct and he is trying to log into the correct server.

Are there any logs that I can look through or can Tech Support look through some logs to help me determine why he cannot login?

Thanks!
Dave

 

[Stephen]

I don't know cuteFTP at all, but it should have a log display or log option shown to find issues such as this. The serversie logs are really pretty sparse, they tell us when incorrect logins happen, when correct logins happen, and if a correct login happens what files are uploaded.

I am able to login to a test login properly.

Doing a test I can see this works, so that rules out the FTP server side on Win17:
Status: Connecting to win17.jodos**red.com ...
Status: Connected with win17.jodos**red.com. Waiting for welcome message...
Response: 220 Microsoft FTP Service
Command: USER win17test
Response: 331 Password required for win17test.
Command: PASS *******
Response: 230 User win17test logged in.
Command: FEAT
Response: 211-FEAT
Response: SIZE
Response: MDTM
Response: 211 END
Command: SYST
Response: 215 Windows_NT
Status: Connected
Status: Retrieving directory listing...
Command: PWD
Response: 257 "/win17test" is current directory.
Command: TYPE A
Response: 200 Type set to A.
Command: PASV
Response: 227 Entering Passive Mode (64,187,109,241,18,176).
Command: LIST
Response: 125 Data connection already open; Transfer starting.
Response: 226 Transfer complete.
Status: Directory listing successful

(This log is client side from filezilla http://filezilla.sf.net)

 

[brillian]

Hi Stephen,

Thanks for the quick reply. He just sent me his client side log. You can look at it below. Obviously something is wrong on his end and he claims nothing has changed since he logged in the night before. I guess my next step is to install cuteFTP and see if I can recreate this issue.

STATUS:> Resolving host name win17.brillia****.com...
STATUS:> Host name win17.brillianthost.com resolved: ip = 64.187.109.241.
STATUS:> Connecting to FTP server win17.brillia****.com:21 (ip = 64.187.109.241)...
ERROR:> The remote host actively refused the attempt to connect to it.
1) Verify that the destination server name or IP address is correct
2) Verify that the connection port number is correct (under Site Settings | Type tab).
3) The remote server may be temporarily or permanently inaccessible (try again later).
4) Verify that you have chosen the right protocol (SSH2, SSL, FTP, etc.) and have setup all required options for that protocol.
5) Verify that the destination IP address and port numbers are correct.
6) The remote server may be refusing multiple connections from the same client. Try using only one connection thread when connecting to this particular server (Site Settings | Options).
7) Try pinging the address.
8) If you are using a router, verify the router is up and running (check by pinging it and then ping an address outside of the router).
9) Do a traceroute to the destination to verify all routers along the connection path are operational.
10) Verify that your subnet mask is setup properly.
11) Verify that your local software or hardware firewall is not blocking outbound connections originating from CuteFTP.
12) Verify that your anti-virus software is not at fault (try disabling it).

 

[Stephen]

Hrm, actively refused, that could mean some security options got triggered I am going to check server logs now.

I sent you a PM with a few details, but it doesnt look to be server side(unless they are at the same IP as that one IP that is blocked). I would ask the customer to restart their cable/dsl modem and router if they use dsl/cable.