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Troubleshooting Guide

Troubleshooting with Log-pane

When a sync task does not perform as you think it should, it's best to start troubleshooting from the FTP log-pane. The log pane displays communication between the client and the server. It often tells the exact error message that the server is giving.

To view log pane in the Sync/Sync Preview-window, click the Log-tab in the lower part of the window. This log shows the last 2000 lines of client <-> server communication.

The most common problems are in the server connection parameters, so double check the following parameters in the Edit Site-window:

1. Host address - This should be in the form "ftp.myserver.com" or IP address "187.102.4.14". No http:// or ftp:// or similar prefixes.
2. Username - You get your username from your web hosting company, or your system/network admin. We do not know your username.
3. Password - You get your password from your web hosting company, or your system/network admin. We do not know your password.
4. Passive mode - If a connection does not work with passive mode, try port mode. Some servers do not allow passive mode.
5. Server folder - Double check the folder name. NOTE! This folder MUST EXIST on the server! It is not created by the software.

Troubleshooting with log files

If Log-pane is not showing the source of the error, turn FTP Cmd log file on in Edit Task > Log-tab > Enable FTP cmd logging. Click OK to save changes.

Now sync again to repeat the error. After error, look at the generated FTP Cmd log for the source of the errors (click the Logs-button on the toolbar and navigate to the log file).

Troubleshooting with extra logging

If logging as described above does not reveal the source of the problem, you can use extra logging to help solve the problem. This logging feature is available on the menu Tools > Options > Support-tab.

By default, this logging feature is turned off. You can turn it on by selecting the Extra Logging-check box.

When the extra logging check box is selected, the software writes technical information to a special log file while it's running. You can see the name of the extra log file in the Support-tab, so write it down. Now repeat the problem.

After you see the problem again, look at this file to see whether it reveals the source of the problem. If not, please contact our technical support and attach this file to the email message.