Basic Troubleshooting for the Reflection FTP Client

  • 7021277
  • 28-Jul-1999
  • 02-Mar-2018

Environment

Reflection FTP Client

Situation

This technical note provides troubleshooting suggestions for the Reflection FTP Client. Topics include installation, connection, file transfer, and display issues.

Resolution

For efficient problem solving, first read the General Troubleshooting section, and then proceed to the section that best describes your problem.

General Troubleshooting

Here are some general troubleshooting guidelines to help solve most Reflection FTP Client problems:

  • Recreate your connection by adding a new site that connects to the same FTP server. If the new site works properly, delete the original site icon.
  • If possible, compare your connection setup to other users. If the Reflection FTP Client is working properly on another workstation, compare your FTP Client properties to the settings of the FTP Client on the functioning PC. Adjust your configuration to match the functioning PC. To export working FTP Sites from a working PC, click File > Export. On the failing PC, click File > Import to import the XML file you created in your FTP Client settings.
  • Verify that you are using the correct user name and password, and that you are using the correct case (most FTP servers are case sensitive).
  • If possible, try a web browser or another vendor's FTP client. If the other client behaves the same as the Reflection FTP Client, the problem may be with your PC, the network, or the remote FTP server.
  • If this FTP connection worked in the past, try to identify any recent changes on your PC or on the remote FTP server.
  • If you receive any errors from the FTP Client, note the exact error message. See "FTP Client Error Messages" in the product help for additional information.

Failed or Dropped Connections

Follow these suggestions if you are unable to connect to a remote FTP server or if your connections are dropped unexpectedly:

  • Try to connect to other FTP sites. If you can connect and view and transfer files successfully, then the problem may be with your remote FTP server. Check with the system administrator for known problems or the presence of a firewall or passthrough proxy server.

If your site has a passthrough server, use the Passthrough Server settings in the Site Properties dialog box to configure the FTP Client. This provides information needed by the FTP Client to log you into the passthrough server prior to opening an FTP server connection.

For more information on connecting through a firewall with Reflection FTP Client, see KB 7021981.

  • Try to connect to the FTP server using the Windows FTP client. If the Windows FTP client cannot connect, then the problem is not specific to Reflection. The steps below describe how to use the Windows FTP client to connect to an FTP server:
    1. Open the Windows Command Prompt (Start > All Programs > Accessories Command Prompt).
    2. At the prompt, type:
ftp <server name>

When you connect, you see output similar to the following:

Connected to ftp.attachmate.com.
220 Reflection FTP Server Version 5.10 Thursday 01/04/96 16:18:59
    1. Enter your user name and password. (If you are testing by connecting to ftp.attachmate.com as shown above you can enter anonymous for user name and your email address for your password.)
    2. To transfer files, use the get and put commands. Enter all FTP commands in lowercase.
    3. To close the session, use the close command.

If you are able to use the Windows FTP Client and not the Reflection FTP Client, contact technical support for assistance.

  • Try other networking applications on your local area network or remote dial-up connection. Can you make a Telnet connection to the remote host (using a terminal emulator such as Reflection for UNIX and OpenVMS)? Can you use a web browser to connect to a remote site on your local network or the Internet?

If you are unable to make any network connections, there may be a problem with your networking setup. Check with your network administrator or Internet Service Provider (ISP) for help configuring your network in Windows.

  • Try to ping the remote FTP server using these steps:
    1. Open the Windows Command Prompt (Start > All Programs > Accessories Command Prompt).
    2. Enter PING <FTP Server> where <FTP Server> is the name of the remote site. If the server does not respond, you may have a networking problem. Check with your network administrator or ISP.
  • If you see a "Connection timed out" message when trying to connect to an FTP server, increase the Connect Timeout setting to give the server more time to respond during the login process. The Connect Timeout value is configured on the Connection Tab of the Site Properties dialog box.
  • If your connection drops after a period of inactivity, increase the Session Timeout setting. You can also set the Session Timeout value to zero to prevent the FTP session from ever disconnecting due to inactivity. The Session Timeout value is configured on the Connection Tab of the Site Properties dialog box.

File Transfer Issues

Use the troubleshooting guidelines in this section if you are unable to transfer files or if your files are changed or corrupted during transfer.

  • If you are unable to transfer a file to an FTP server, verify that you have "write" permission on the destination directory on the server. To view the permissions on a server file, right-click the file and select Properties.
  • If an "Access denied" message displays when you attempt to transfer a server file to your PC, check to see if you have a read-only file in the PC destination directory that has the same name as the file you are trying to receive.
  • If your files on the PC or server are being overwritten during transfer, go to the Tools menu and change your settings for "If File Exists" to one of the other options.
  • If a transferred file is not usable (for example, you cannot unzip a zipped file, run an executable file, or read an ASCII file), make sure that the Transfer Method on the Tools menu matches the file type of the transferred file. (To view or edit the file types associated with the Smart Transfer Method, go to Tools > Options > File Types.)
  • If a transferred ASCII file contains incorrect characters, you may need to use character translation to preserve the original characters from the source file when they are transferred to the destination file. Character translation is useful if you are transferring files that contain accented characters and symbols for a specific national language. Translation options for the site are configured in the Translation tab of the Properties dialog box.

File or Directory Display Problems

Server file and directory listings may display incorrectly if the Reflection FTP Client is unable to determine the FTP server type. Follow the suggestions in this section if file or directory names, dates, sizes, or other attributes are displayed incorrectly.

  • On the Site Properties General Tab, configure the server type to explicitly match your server.
  • Connect to other FTP sites (such as ftp://nssdca.gsfc.nasa.gov/) to see if the problem occurs on multiple FTP servers. If the FTP site does not display correctly, contact Attachmate technical support for assistance. If the problem is limited to your FTP server, follow the other troubleshooting guidelines in this section.
  • Run the Directory Definition Wizard from the Tools menu of the Reflection FTP Client. The Directory Definition Wizard allows you to manually identify the file name, date, size, and other fields in the directory output from the FTP site.
  • If possible, compare the Reflection FTP Client to FTP clients from other vendors. If other FTP clients also are unable to display the information correctly, there may be a problem on the FTP server.
  • If the incorrect file and directory listings prevent you from performing file transfers, open the command window (from the View menu) in the stand-alone Reflection FTP Client. Try issuing standard FTP commands to change directories, list files, and upload or download files. For a list of commands supported by your FTP server, type QUOTE SITE HELP in the FTP Client command window.
  • Configure the Reflection FTP Client to display file names only on the Site Properties > Directories Tab.
  • If you encounter an unsupported FTP server, send us a log file tracking the problem. See KB 7021983 for information on recording and sending a session log to our technical support department.

Contacting Technical Support

If the troubleshooting suggestions in this technical note and in the online help do not solve your problem, please have the following information on hand before contacting Attachmate technical support. For information on contacting Attachmate, see https://support.microfocus.com/contact/.

Version of Reflection FTP Client

From the Help menu in the Reflection FTP Client, select About Reflection FTP.

Server connections

  • If you receive any error messages from the FTP server site, what do they say?
  • Does the problem occur before or after you connect?

Display

  • Are the file properties aligned under the appropriate headings?
  • Are the values for file sizes and dates realistic?

Windows Applications

  • If you receive any Windows error messages, what do they say?
  • Do you encounter any system hangs or crashes when using the FTP Client?

Session Log

Technical support may require an FTP session log in order to troubleshoot your problem. For instructions on capturing a session log, see KB 7021983.

Additional Information

Legacy KB ID

This document was originally published as Attachmate Technical Note 1188.