11/26/2023 Bob and I both could not ftp files with filezilla because the directory listing could not be retrieved. I asked the guy what he did to fix mine and he said that he had to add my ip address to the firewall and that we will need to do that for anyone wanting to ftp files. /***********Bob's chat*********/ Status: Connecting to 23.235.206.206:21... Status: Connection established, waiting for welcome message... Status: Initializing TLS... Status: TLS connection established. Status: Logged in Chat with us Live Support Customer Support Verification Code: KYQW7UDF What can we help you with today? Technical Support What type of technical support do you need? cPanel or WHM I've been using Filezilla to FTP my files for the past month and everything was working fine, but it has not been able to connect for the past few days. Could you help me with the FTP connection? The follwoing is the error log I've been getting: Status: Connecting to 23.235.206.206:21... Status: Connection established, waiting for welcome message... Status: Initializing TLS... Status: TLS connection established. Status: Logged in Status: Retrieving directory listing... Command: PWD Response: 2 Chat started Christopher Br. joined the chat Christopher Br. Thank you for contacting Support. My name is Chris. avatar Here is the rest of the log. Response: 257 "/" is your current location Command: TYPE I Response: 200 TYPE is now 8-bit binary Command: PASV Response: 227 Entering Passive Mode (23,235,206,206,231,40) Command: MLSD Error: Connection timed out after 20 seconds of inactivity Error: Failed to retrieve directory listing Status: Disconnected from server Status: Connecting to 23.235.206.206:21... Status: Connection established, waiting for welcome message... Status: Initializing TLS... Status: TLS connection established. Status: Logged in Status: Retrieving directory listing... Command: PWD Response: 257 "/" is your current location Command: TYPE I Response: 200 TYPE is now 8-bit binary Command: PASV Response: 227 Entering Passive Mode (23,235,206,206,234,72) Command: MLSD Error: Connection timed out after 20 seconds of inactivity Error: Failed to retrieve directory listing Christopher Br. Thank you Merle. We will be happy to help. Please allow me a 5 to 10 minute hold to pull up your account, review notes and find where to navigate to. Feel free to type any relevant information (i.e. recent changes or updates). avatar Ok thanks. Christopher Br. Thanks for waiting Merle. I have your account information up. I have seen this happen before if the passive mode port range is not set correctly. I'll inquire with advanced colleagues that have permissions on this. Are you able to try connecting using the server hostname rather than the IP address? vps91076.inmotionhosting.com In the logs, I see it is logged in again, but have not seen the timeout yet. avatar I'm trying that right now. I had been using the IP address then I tried ftp.spcstardoc.com this morning. Ok, it just timed out using vpc91076. Christopher Br. Thank you for trying. I do not see the timeout in the logs like I can see for the previous attempts. Please continue to hold 5-10 minutes. avatar ok Christopher Br. I am awaiting recommendations from colleagues and will continue checking back with you. If it becomes inconvenient for you, we can continue discussion over email. avatar No problem, what ever is easier for you. Christopher Br. Thanks, I will report back here in 5-10 minutes. avatar ok thanks. Christopher Br. I still am awaiting more recommendations Merle. Thanks for your patience. avatar No problem, thanks. Christopher Br. I will report again in 5-10 minutes. avatar ok Christopher Br. Merle, can you confirm your IP address for me -- please browse to https://ip4.me ? avatar It's 45.46.74.174 Christopher Br. Would you please attempt the FTP connection again? avatar ok That did it. I'm in. Christopher Br. Great! avatar I have another programmer at another ip address will that make a difference for her too? Christopher Br. My colleague did whitelist your IP address and added it to cpHulk as well, though they did not see it blocked there. If there is any similar issue happening, one or both of those actions could be the key to resolve it. In case it will be useful, we have a guide titled "Enable cPHulk Brute Force Protection" https://www.inmotionhosting.com/support/edu/whm/enable-cphulk-brute-force-protection/ avatar Ok, great. I'll get in touch with her today and see if she can get in. Thank you for your help. Christopher Br. cPHulk did not seem to be the issue, but it could present a similar one. Here is another guide titled "Fix cPHulk Brute Force Protection lock out" https://www.inmotionhosting.com/support/edu/whm/fix-cphulk-brute-force-protection-lock-out/ You're very welcome Merle. Can you think of anything else I may help with? avatar No that was it, thanks. You folks are always very helpful appreciate it. Christopher Br. Glad to help! Thank you for allowing me to assist you today. Our support team is available 24/7 for any further needs. If you would like to let my manager know how I am doing, please rate your experience with me today through our chat option. To leave additional comments on our products or services, use the Leave Feedback icon within your AMP to reach our Leadership Team. Thank you for contacting us avatar Christopher Br. left the chat Chat ended Type a message here... Type a message here... /****Sallies chat******/ Chat with us avatar Jonathan K. Customer Support Verification Code: 8F9YSPMV What can we help you with today? Technical Support What type of technical support do you need? cPanel or WHM When using filezilla it connects, but cannot retrieve the directory Chat started Jonathan K. joined the chat Jonathan K. Hello Merle Tilton, my name is Jonathan K. Thanks for contacting us today! Allow me a moment to verify you. avatar ok Jonathan K. Which server are you connecting to? avatar spcsd Jonathan K. Do you mean spcsta5? avatar No That was our old one spcstardoc.com/spcsd Jonathan K. Ok, that is the directory you are trying to connect to. What is the server name you are connecting to? avatar spcstardoc.com user is e5b2d55 Jonathan K. Ok, so when you connect to it you are not seeing the directory specstardoc.com/spcsd, is that correct? avatar Filezilla cannot retireve the directory listing. This is what I get. Status: Connecting to 23.235.206.206:21... Status: Connection established, waiting for welcome message... Status: Initializing TLS... Status: TLS connection established. Status: Logged in Status: Retrieving directory listing... Command: PWD Response: 257 "/" is your current location Command: TYPE I Response: 200 TYPE is now 8-bit binary Command: PASV Response: 227 Entering Passive Mode (23,235,206,206,244,140) Command: MLSD Error: Connection timed out after 20 seconds of inactivity Error: Failed to retrieve directory listing Status: Disconnected from server Status: Connecting to 23.235.206.206:21... Status: Connection established, waiting for welcome message... Status: Initializing TLS... Status: TLS connection established. Status: Logged in Status: Retrieving directory listing... Command: PWD Response: 257 "/" is your current location Command: TYPE I Response: 200 TYPE is now 8-bit binary Command: PASV Response: 227 Entering Passive Mode (23,235,206,206,200,36) Command: MLSD Error: Connection timed out after 20 seconds of inactivity Error: Failed to retrieve directory listing I have tried with spcstardoc.com, ftp.spcstardoc.com, and the actual ip address. I have the same issue that my colleague had earlier today. He said someone there had to set something for him and now he is fine. Jonathan K. Can you go to whatismyipaddress.com and sent me your IPv4? avatar 72.55.226.99 Jonathan K. Can you try to connect now please? avatar ok I'm in now. What did you need to do? Jonathan K. Just access the directory you are looking to access. The subdirectory spcsd is under public_html avatar Yes, but what did you have to do so I can see the directory? Jonathan K. I had to add your IP address to the firewall. avatar So, do we need to do that to anyone who needs to ftp files? Jonathan K. Yes avatar Ok. That is good to know. Thank you very much for fixing it. Type a message here... Type a message here... Options