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:
- Host address - This should be in the form "ftp.myserver.com"
or IP address "126.96.36.199". No http:// or ftp:// or
- Username - You get your username from your web hosting
company, or your system/network admin. We do not know your username.
- Password - You get your password from your web hosting
company, or your system/network admin. We do not know your password.
- Passive mode - If a connection does not work with passive
mode, try port mode. Some servers do not allow passive mode.
- 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 >
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