Knowledge Base - I am unable to access FTP so that I can upload...

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There are many reasons that you could be unable to connect to your FTP account. These are Incorrect settings, Firewall software blocking the connection, Incorrect DNS settings and Billing reasons.

You should first check that all your settings are correct. The settings you should check are FTP Host, Host Directory, Username and Password.

The FTP Hostname and Host Directory can be confirmed within the 'Website > Manage > Details of your website' section of the control panel (The Host Directory is listed against 'FTP Path to Website'). The Username and Password can be confirmed within the 'FTP Logins > Manage' section.

There is a setting within your FTP client called 'Passive (PASV) mode'. This may have more than a few options which you can try running it with. You should try the connection with all of these settings as it may resolve the problem.

You should try temporarily disabling any Firewall software you are using as this could be blocking the connection. If this resolves it you should make sure your firewall is configured correctly.

If the DNS for the FTP host is incorrect or in the process of propagating to the server then this could cause a problem. You should try entering the Preview URL as your FTP host as this is linked directly to the server. The Preview URL can be confirmed under the 'Websites > Manage > Details of the domain' section of the control panel.

You should make sure your account has not been suspended for billing reasons or check that your domain has not expired. You should refer to the 'Status' filed under the 'Packages > Manage' section of the control panel to check if your package has been suspended. If this is suspended then please contact our accounts department.

If none of these steps have worked then please contact the support department with the full error message you are receiving and let them know the steps you have followed and they will investigate the problem for you.

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