to help with general and specific hosting issues.
Troubleshooting
Can't connect via FTP
The following troubleshooting tips are intended to help you resolve any FTP issues you are having.
- make sure you are connecting through FTP (not SSL/TLS)
- make sure you are using port 21 to connect
- try connecting using your IP address instead of ftp.change-domain.com
- check the passive FTP setting and toggle it ON and then OFF
- disable local firewall software and try again
After each of the above changes, try to connect through FTP and see if that solves the problem.
It is not a good idea to have your local or remote firewall settings disabled for any length of time so please be sure to remember to turn them back on after you have completed your tests.
Make sure to check the Server Status page just in case there is a problem with the server.
If You Still Need Help
If the above checks fail to resolve the problem, please raise a Support Ticket and provide us with the following details ...
- what is the domain with the problem?
- what ftp address are you using?
- what username are you using?
- what ftp application are you using?
- did you do anything that might have created this problem?
- have you run the checks mentioned above on this page?
- copy and paste the exact error message you are receiving
If we need to run indepth tests, we may need to ask for your email password however, please wait for us to ask before you provide this information.
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