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DogAndPony
09-14-2007, 01:29 AM
Hi, guys...

I'm a Mac guy, so I need tips from the other side of the aisle for this.

A client of mine just installed Vista on her machine, and she can no longer log into either of her FQ-based FTP accounts.

My guess would be a software firewall thing; maybe default settings say no FTP? That would be very odd, but...

Anyone else seen this?

She has deadlines, so we need to figure this out by tomorrow morning if possible.

Thanks!
sheila
09-14-2007, 01:32 AM
What FTP client software is she using? Or what other tool is she using for uploading the files?

As a workaround, if there aren't a whole lot of files or they aren't too large, you could consider using the File Manager in the CNC...
DogAndPony
09-14-2007, 01:38 AM
What FTP client software is she using? Or what other tool is she using for uploading the files?Dang... I forgot. WS-FTP? I remember that it's a very common PeeCee client.As a workaround, if there aren't a whole lot of files or they aren't too large, you could consider using the File Manager in the CNC...Weelll... She doesn't have access to the CNC...
sheila
09-14-2007, 01:43 AM
I would suggest that you verify with her what FTP client she is using, as that may be the issue (rather than the firewall idea). The reason is that we've seen a number of incidents at the Service Desk where clients switch to Vista and all of a sudden are having trouble with FTP.

In some cases, it's because they are using their browser to upload, as mentioned in this Knowledgebase article, and the path information formatting has changed in IE7 from what it was in IE6:
http://service.futurequest.net/index.php?_a=knowledgebase&_j=questiondetails&_i=560
DogAndPony
09-14-2007, 01:51 AM
I just sent her a message... Also asked if she installed a new version of the client.

She has all the correct host names, usernames and passwords...

Hmmm...
DogAndPony
09-14-2007, 01:52 AM
I would suggest that you verify with her what FTP client she is using, as that may be the issue (rather than the firewall idea). The reason is that we've seen a number of incidents at the Service Desk where clients switch to Vista and all of a sudden are having trouble with FTP.Interesting...In some cases, it's because they are using their browser to upload, as mentioned in this Knowledgebase article, and the path information formatting has changed in IE7 from what it was in IE6:
http://service.futurequest.net/index.php?_a=knowledgebase&_j=questiondetails&_i=560In this case, it's a dedicated FTP client.
sheila
09-14-2007, 02:03 AM
If you send the specifics (access info) to the Service Desk, we can search the FTP logs and see if she is at least connecting to the server or not (i.e. if her connection attempts are reaching us at all). If not, that would corroborate the firewall idea.

Also, if you provide us with her public IP address, we can make sure it isn't blocked on the server.
http://www.FutureQuest.net/Support/whatismyip.php
http://www.whatismyip.com
DogAndPony
09-14-2007, 02:07 AM
We were IMing, but she's gone to bed. I'll have more info in the morning.

Thanks, Sheila!
DogAndPony
09-14-2007, 02:34 AM
If you send the specifics (access info) to the Service Desk, we can search the FTP logs and see if she is at least connecting to the server or not (i.e. if her connection attempts are reaching us at all). If not, that would corroborate the firewall idea.I've been able to log into both her accounts from here... And that means you'll see me in the logs.

Also, if you provide us with her public IP address, we can make sure it isn't blocked on the server.Will send tomorrow.

Thanks!
sheila
09-14-2007, 02:42 AM
I've been able to log into both her accounts from here... And that means you'll see me in the logs.Will send tomorrow.


Sounds fine. I'm just unable to do any type of search at this time, given that we don't even know which domain this is in regards to, or the FTP username, etc...

Another thing she should try is to ping her FTP server and see if that is successful.
http://service.FutureQuest.net/index.php?_a=knowledgebase&_j=questiondetails&_i=32

Also, if her FTP client provides the option to log the FTP sessions, that could be useful, as the error messages logged on her side in her FTP client might give an indication of the issue...


She's not using SFTP, right? Just plain (unencrypted) FTP?

Our FTP "troubleshooting" tips are here:
http://service.FutureQuest.net/index.php?_a=knowledgebase&_j=questiondetails&_i=296

When you have additional information, just let us know. (Or if she solves it...etc...)
DogAndPony
09-14-2007, 02:46 AM
Sounds fine. I'm just unable to do any type of search at this time...I totally understand... She went to bed, so you can, too. :)

I'll get back to you in the morning.
cindik
09-14-2007, 07:59 AM
If her ftp client is having vista-specific problems, she could try using Windows Explorer - just type the ftp address in the address bar.
kitchin
09-14-2007, 11:10 AM
Give WinSCP a try, in SFTP and then FTP mode. Who knows, Vista might work better with SFTP since it's a stronger protocol.

Also, there has been this crazy problem with Vista networking and certain routers, due to Vista's security-conscious abuse of the DHCP "Broadcast Flag".
DogAndPony
09-14-2007, 11:18 AM
If her ftp client is having vista-specific problems, she could try using Windows Explorer - just type the ftp address in the address bar.Thanks, I suggested she try that to see if it's just her client... But she needs something more capable than a web browser. She has to manage her own FTP site for her clients/vendors, so she has to have Read/Write features.
DogAndPony
09-14-2007, 11:19 AM
Give WinSCP a try, in SFTP and then FTP mode. Who knows, Vista might work better with SFTP since it's a stronger protocol.

Also, there has been this crazy problem with Vista networking and certain routers, due to Vista's security-conscious abuse of the DHCP "Broadcast Flag".Hmmm... Interesting... I'll put those in the mix.

Thanks!
DogAndPony
09-14-2007, 02:26 PM
Well, it turns out she was trying to use Exploder. I can get in using Firefox on the Mac, but Exploder refuses. "Can't display page." And she's not trying to include the username in the URL; she's letting the full dialog come up and copying and pasting username and password. No joy. Weird.

I suggested that she try using WS_FTP; she said she was going to download Pro but hadn't gotten to it yet.

So hopefully that will solve the problem.

But I'd be interested to know why IE balks...
Tom E.
09-14-2007, 02:40 PM
But I'd be interested to know why IE balks...There's a discussion of the IE7 bug and workaround in this thread (http://www.aota.net/forums/showthread.php?t=23032).

Although a good FTP client is the best solution, using Windows Explorer (the file browser with the manila folder icon - not IE) is OK when installing additional software isn't practical.

You can enter FTP URLs in the address bar or map FTP connections to drive letters. Once you're connected, just drag and drop as if you were dealing with local files.

-- Tom