Chapter Five

Trouble Shooting

For the most up to date and accurate assistance with problems you might have using CuteFTP, please refer to our web page at: http://www.cuteftp.com/Html/Manual/Chapter5/Chap5.htm

If the answers for your questions are not available on our web pages, please contact us at support@cuteftp.com, or call us at 210-308-8267 between 8AM and 6PM CST, Monday through Friday.

Frequently Asked Questions

Q) How do I change individual file permissions on the server?

A) Left click the file or directory one time with your mouse button to highlight it. Then right click it one time and a gray pop-up Menu should come up. Choose "change file attributes" and type in the number manually or use the check boxes.

Q) CuteFTP is changing my login password! I only type in 5 or 6 characters, however CuteFTP displays 8 stars (********) during login.

A) CuteFTP does not change the password that you type in. Lets say that your password is "1a2a". When you connect to the site on the login messages it shows the password in " * " . So you only have 4 symbols in your password but CuteFTP shows ******** (8) . That is just a default message saying the server is checking the password. That is not the actual password being shown. So, you need to check with your ISP and make sure the password for that site is correct.

Q) I have received my registration key for the new CuteFTP, yet when I copy the key into the directory, it still shows unregistered.

A) First, make sure you have downloaded and are running the latest version (2.0) of CuteFTP. You can verify the version by opening CuteFTP, exiting the Site Manager and then selecting Help/About from the Menu Bar. The pop-up box will indicate what version you are running. Next, check the CuteFTP directory for a reginfo.dat or cuteftp.key file. If you see reginfo.dat, then you have the registration key for version 1.8 of CuteFTP. If you have cuteftp.key, make sure that the size of the file is 256 bytes, and you are running the latest version of CuteFTP (2.0). If this checks out, there might be other problems. Please call us at 210-308-8267.

Q) How can I see hidden directories and files on the server?

A) To see hidden files on the remote site, go to the Site Edit screen for your site in the Site Manager. Type -rtaF in the remote filter mask field and uncheck the local filtering check box, click OK and reconnect to your site.

Q) I constantly receive an Invalid Page Fault when I use CuteFTP.

A) If it is always the same module, it could be a bad address on your memory chip. Other things to consider are: Do you have that same problem with other FTP clients, and/or other Winsock applications? Also, what is the BIOS date on your PC? Make sure you are not running it over the year 2037. The only solution we have seen work is to completely format and reinstall Windows, CuteFTP, and everything else.

Q) When I try to upload, rename or delete a file, CuteFTP won't let me.

A) If you get an error saying "permission denied" (in the log screen) when you try to rename, delete, or upload a file, this is a response from the server. You need to contact your ISP or service administrator to have them fix this. They assign permissions to all the things you can do, and they need to set these permissions properly.

Q) I connect to some MVS, AS400, or other host and don't receive a directory listing.

A) We are working on fixing compatibility in displaying file lists for all the different host types, as there are several systems that CuteFTP has problems with (MVS, VM, AS400). If you are running into a problem with VMS systems, try downloading the

CuteFTP version for WinNT 3.51, as that version has been modified for access to VMS. You can help us with this process by providing us with a temporary host/user/pass so that we can connect to that site and test CuteFTP. We will not be able to fix this problem unless we can get access to those problem hosts. Please e-mail support@cuteftp.com with that host/user/pass along with a description of the problem.

Q) Can CuteFTP work with Firewalls (proxy servers)?

A) To configure CuteFTP to go through your firewall, ask your system administrator for these details:

• Does your firewall support FTP Proxy protocol? If not, you can't use CuteFTP with your firewall.

• What is the host name or IP address of your Firewall host?

• What is the port for FTP Proxy server?

• Is a username and/or password needed to connect to your firewall?

Start CuteFTP and go to Options dialog (FTP>Options). Fill out "Firewall Host" and "Firewall Port" fields (also fill out Username and Password fields, if applicable). Put a check in "Enable Firewall" checkbox. Set Firewall type to "USER user@site". Press OK and try to connect to some well known site. If it doesn't work, go back to Firewall Setup and try each remaining Firewall Type setting.

Q) How does the resume downloading feature work?

A) CuteFTP has the ability to resume broken downloads. This feature works with all FTP sites that implement this feature. If you need to resume an aborted download simply attempt to download the file into the same directory you did the first time. CuteFTP will then prompt you and ask if you wish to Resume, OverWrite, Rename, Cancel or Skip. To check if the FTP site can resume an aborted download watch the status window for a message that reads "This site can resume aborted downloads." If the site cannot resume the download you will get this message "This site cannot resume aborted downloads".

Q) My connection is slow when transferring files or stops all together. Why?

A) If you are having difficulty transferring files, in which the connection is fast at first, but then slows down to a crawl, or files get transferred partially and then stop altogether, then there is a couple fixes that can be tried. These solutions are not CuteFTP related, but are Windows related. They are:

http://www.sns-access.com/~netpro/maxmtu.htm (fixes MTU packet size)

http://www.microsoft.com/windows95/info/krnlupd.htm (Updates the Kernal32.dll file in older versions of Win95.)

Note: These URL's are subject to change.

Advanced users try adding this to your system.ini file:

[VNTSPSD]

MaxFrameSize=3D1000

(reboot your PC after you make the above change.)

Q) I have uploaded my file(s) to the server. When I go to the browser and type in my web address, I either see a default server message, or a file hierarchy showing all my files, or the wrong page, or nothing at all. I just want to see my main page!

A) The most common beginner mistake is with the main page, also called the Index. When you type in your URL or web page address, the server automatically looks for a file in your virtual root directory called index.html, default.html, or index.htm. Make sure that your main web page is in one of these formats. If you are not sure which format you are supposed to use, contact your service provider for assistance. If you did upload the file as index.html (preferably in lower case) to your virtual root, and you still do not see anything in your browser, another factor could be causing the problem. Sometimes a subdirectory is created beneath your virtual root called Public_html by your ISP or service administrator. You can see this directory in CuteFTP's right window when you logged into the server. If this is the case, you need to store your main web page (index.html) in that folder (subdirectory) rather then in the root. To do that, double click the Public_html folder to display the contents of that folder. Upload your index.html page again and now it should in stored in this directory. Reload (or refresh) your browser. This should correct the problem.

For additional help with HTML try these URLs:

http://www.nashville.net/~carl/htmlguide/

http://sdcc10.ucsd.edu/~m1wilson/htmlref.html

http://www5.zdnet.com/zdwebcat/content/basics/html/

Q) I went to my browser and I see my web page loaded but none of the images seem to be displayed.

A) There is a threefold answer to this question.

The image files were not uploaded to the server: Open CuteFTP, locate the image files in the left window and upload them to the server. Go back to your browser and click the reload or refresh button. The images should be displayed now.

The image files are located on the server along with the html files, yet no images show in the browser. When you created your web page, you set up a path for the server to look for the image as well as the exact file name of the image (in your html source code). Check all paths and file names to make sure the images are in the correct place and that the file name is correct including letter case. For example, the web page calls an image in the method <IMG SRC="my_image.gif">, which is a common html tag that calls an image. To see the html source code and all of its tags, in Microsoft Explorer or Netscape, click View, then Source, from the Menu Bar in the browser.

Now, when I look at the file I uploaded to the server, I notice that I named it MY_IMAGE.GIF. It is all in upper case. Therefore the web page is calling to an image file that doesn't exist. I need to either fix my html code to read: <IMG SRC="MY_IMAGE.GIF"> or I need to rename the file on the server to my_image.gif, to coordinate with the html page. Renaming files on the server is covered in section 4.4.10.

Let's look at another example. The html source has a tag like this: <IMG SRC="file://c/Web_editor\Html\Graphics\my_image.gif">. You check CuteFTP and on the server side you see your image file there, and the name is my_image.gif. The spelling and case are an exact match, yet your browser still doesn't show the images. In this case, what has happened is that when you created your web page, the editor located the images on your hard drive, in this case, in the C:\Web_editor\Html\Graphics subdirectory. However, when you uploaded the images to the server, that reference (file://c/Web_editor\Html\Graphics) was no longer a valid location for that image file. Assuming that you uploaded that image to your virtual root directory on the server, the <IMG SRC> tag needs to point to that location: <IMG SRC="my_image.gif"> or <IMG SRC="/my_image.gif">. This will require for you to modify your html file to point to the right place.

Your html file can't find the image in the virtual root. For example, you uploaded your images to a subdirectory of the virtual root drive called Graphics and the html IMG tag looks like this: <IMG SRC="my_image.gif"> This means that your html file is looking to the virtual root (or /) and doesn't see my_image.gif there. That is because you have stored my_image.gif in the subdirectory /Graphics (directories are also case sensitive on the server). To correct this, your IMG tag needs to read <IMG SRC="/Graphics/my_image.gif"> This would then find the my_image.gif file in that directory.

If your questions have not been covered in this User's Guide, please contact GlobalSCAPE, Inc. Technical Support at 210-308-8267 or e-mail us at support@cuteftp.com.