If you encounter a problem using the Reflection FTP Client, see KB 7021277 for basic troubleshooting information, and other resources. If you cannot resolve your FTP Client problem using the online documentation or troubleshooting information, follow the steps in this technical note to create a session or diagnostic log to send to Customer Support.
FTP Session Log
Many FTP problems are the result of improper identification or negotiation with the remote FTP server. The Reflection FTP session log records all the FTP protocol commands and responses between the client and the server, and can be examined to help identify the problem. Note that session logs append data from new sessions to existing files.
To create an FTP session log to capture the system responses when making connections, follow these steps:
- Click Start > All Programs > Attachmate Reflection > Reflection FTP Client.
- Click Close to dismiss the Connect to FTP Site dialog box. (You will connect in step 5.)
- Click Tools > Start Logging. Starting the log file before the connection ensures that you will capture the Welcome banner and the SYST response from the FTP server.
- Enter a path and file name for the log file, such as C:\temp\rftpc.log, and then click Open.
- Click Connection > Connect. Connect and log on to the FTP server.
- From the View menu, select Command Window. In the text editing field at the bottom of the window, type DIR <enter> to display a complete directory listing in the command window.
- Repeat the DIR command for other directories in order to capture a varied sample for the log file. To change server directories, enter CD <directory name>, or use the mouse to navigate within the server pane.
- From the Connection menu, select Disconnect to end the FTP Client session. Click Close to dismiss the Connect to FTP Site dialog box.
- From the Tools menu, select Stop Logging. The recorded information is stored in the log file that you specified in step 4 above. To view the log file, open it in a text editor such as Notepad.
FTP Diagnostic Log
FTP has the capability to record more detailed information in the session log. This additional diagnostic information is useful in troubleshooting SSL/TLS or SFTP connection problems. To create a diagnostic log, follow all the steps listed above. In step 4, set Files of Type to Diagnostic Files and enter a path and file name for the diagnostic file using the TXT extension. The diagnostic log always overwrites previously logged data with new data.
When you contact Attachmate technical support, a technician will instruct you on how to upload the file to Attachmate. For information on contacting Attachmate, see https://support.microfocus.com/contact/.