Troubleshooting FTP problems

Step 2: Verify access to the Service

First, if you’re using Windows, try the following. Start a DOS Command Prompt. It’ll be in your Start->Programs menu as “DOS Prompt” or “Command Prompt”:

Command Prompt Icon

Type the command “ping” inserting your website address after the ping command:

Ping Screenshot

This may or may not work, depending on the type of connection you have. If you’re behind a firewall, it might fail because of your firewall configuration.

Next, try this:

FTP Screenshot

Enter the command “ftp” followed by your web address. You should see a screen that looks like the one shown above. If you enter the FTP command and it times out or says “can’t connect” (or similar error) then this means that you are not able to connect to the server. Next try “ftp”. If this works, then you have a domain name resolution problem, not an FTP problem. Contact your ISP or network administrator for assistance.

If the above test works, then this means you’re able to reach our servers. If you’re having problems logging in or transferring files with WS_FTP, Fetch, Dreamweaver, and if you’re using DSL, a cable modem or have a firewall, try setting PASV or Passive mode.


WS_FTP Screenshot

In Dreamweaver:

Dreamweaver Screenshot

If these steps do not resolve the problem, contact your ISP or network administrator, or call us so we can diagnose the problem and check our log files to see what’s going on.