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My users cannot connect to my server. What steps should I take?

First, determine if they can connect to your server at all. Have them use the windows command line PING or TRACERT commands with your server address. These commands will indicate if your computer can receive data from them at all. Otherwise, you should check your Internet connection, or make sure that your web address is correctly translated to your IP address.

Second, check to see if they can get a log-in message from your server. If they can connect to your IP address, but get no response from the FTP port, then make sure of the following things: 1) that your server is on, 2) that it is listening on the correct port, and 3) that the user is trying to connect to the right port.

Third, if they are able to enter a username and password, but still cannot connect, then verify that they have the correct username and password. If you are using FTPS or SFTP, you should also make sure that they have your site certificate added to their "trusted sites" in their FTP client.

Article last updated: 2016-09-07

Tags: Robo-FTP Server

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