- Apr 6, 2008
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Welcome to GatorChat!
Chat ID: 7918330. Question: The FTP server seems to be rejecting my connection, I would like to know what is wrong and the ETA for the fix.
(11:13:28pm)System:Customer has entered chat and is waiting for an agent.
(11:13:45pm)System:Thank you for verifying your billing account **********@gmail.com!
(11:13:49pm)Steven P.:Welcome to HostGator LiveChat. My name is Steven.I'd be glad to assist you today.
(11:14:05pm)Jaqie:Hello there.
(11:16:46pm)Steven P.:What settings are you using?
(11:17:44pm)Jaqie:filezilla standard FTP connect. same username and password as my account here. I have saved the settings and used them many times to upload files to my account but tonight it gave me many 'too many connections from this IP' and then began rejecting me at login.
(11:18:16pm)Jaqie:
Status: Resolving address of foxtecha.com
Status: Connecting to 174.120.240.226:21...
Status: Connection established, waiting for welcome message...
Response: 421 Too many connections (8) from this IP
Error: Could not connect to server
(11:19:50pm)Steven P.:You have 8 connections at one time from the IP
(11:20:12pm)Jaqie:I have zero. I am doing nothing but trying to upload files - except being in this chat with you.
(11:21:08pm)Steven P.:Is it on active or passive?
(11:21:15pm)Jaqie:Passive.
(11:21:27pm)Jaqie:Again, as I said, the exact same settings I have used since I got this account.
(11:21:44pm)Jaqie:It always worked until tonight, I have changed nothing.
(11:22:14pm)Steven P.:This is what I get
ountproc foxtecha.com gator1139
[*] Current processes running for **********:
********** 1456 0.0 0.0 138516 848 ? SN 00:53 0:00 pure-ftpd (IDLE)
********** 1458 0.0 0.0 138516 848 ? SN 00:53 0:00 pure-ftpd (IDLE)
********** 5495 0.0 0.0 138516 848 ? SN 00:55 0:00 pure-ftpd (IDLE)
********** 5497 0.0 0.0 138516 848 ? SN 00:55 0:00 pure-ftpd (IDLE)
********** 9038 0.0 0.0 138516 848 ? SN 00:57 0:00 pure-ftpd (IDLE)
********** 9040 0.0 0.0 138516 848 ? SN 00:57 0:00 pure-ftpd (IDLE)
********** 31643 0.0 0.0 138516 824 ? SN 01:08 0:00 pure-ftpd (IDLE)
(11:22:31pm)Jaqie:None of those are active, as I said. I am not even running the FTP client right now.
(11:22:54pm)Jaqie:There is definitely something wrong with the server as it started wigging out in the middle of some transfers, and then began rejecting me at login.
(11:23:13pm)Steven P.:Try now
(11:23:42pm)Jaqie:Resolving address of foxtecha.com
Status: Connecting to 174.120.240.226:21...
Status: Connection established, waiting for welcome message...
Response: 220---------- Welcome to Pure-FTPd [privsep] [TLS] ----------
Response: 220-You are user number 1 of 50 allowed.
Response: 220-Local time is now 00:23. Server port: 21.
Response: 220 You will be disconnected after 15 minutes of inactivity.
Command: USER **********
Response: 331 User ********** OK. Password required
Command: PASS ********
Response: 230 OK. Current restricted directory is /
Command: SYST
Response: 215 UNIX Type: L8
Command: FEAT
Response: 211-Extensions supported:
Response: EPRT
Response: IDLE
Response: MDTM
Response: SIZE
Response: MFMT
Response: REST STREAM
Response: MLST type*;size*;sizd*;modify*;UNIX.mode*;UNIX.uid*;UNIX.gid*;unique*;
Response: MLSD
Response: AUTH TLS
Response: PBSZ
Response: PROT
Response: ESTA
Response: PASV
Response: EPSV
Response: SPSV
Response: ESTP
Response: 211 End.
Status: Connected
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 (174,120,240,226,158,86)
Command: MLSD
Error: Transfer connection interrupted: ECONNABORTED - Connection aborted
(11:24:35pm)Steven P.:So what is wrong, connection aborted.
(11:25:01pm)Jaqie:Exactly why I started this, the server is aborting the connection just after entering passive mode. when it lets me in.
(11:25:30pm)Steven P.:Set it to active.
(11:25:58pm)Jaqie:I will, but I would like to know while I do this why that would make a difference when I have run in this exact configuration since I got this account
(11:26:54pm)Steven P.:The amount of files to transfer.
(11:27:04pm)Jaqie:it's doing this on LOGIN.
(11:28:00pm)Jaqie:Alright, I am in. but why did the server wig out and say I had so many connections, when I had zero, when it never behaved like this before, nomatter how many I uploaded?
(11:28:17pm)Steven P.:Because it was not releasing it.
(11:28:41pm)Jaqie:And just how was this a change from previous uses over the last year plus I have had this?
(11:29:05pm)Jaqie:
Command: PORT 192,168,0,206,216,142
Response: 200 PORT command successful
Command: STOR 0efkF.gif
Response: 150 Connecting to port 55438
Error: Connection timed out
Error: File transfer failed after transferring 576.0 KB in 30 seconds
Status: Resolving address of foxtecha.com
Status: Connecting to 174.120.240.226:21...
(11:29:14pm)Jaqie:As I said, something is wrong with the server.
(11:30:20pm)Jaqie:it even stops responding to pings for almost 30 seconds after that.
(11:30:52pm)Steven P.:********** 1737 0.0 0.0 138516 908 ? SN 01:27 0:00 pure-ftpd (IDLE)
********** 3478 0.0 0.0 139032 824 ? SN 01:28 0:00 pure-ftpd (UPLOAD)
(11:31:11pm)Steven P.:This was uploading, did you click it again?
(11:31:21pm)Jaqie:*sigh*
(11:31:35pm)Jaqie:it cut me off and wont even respond to pings. please either get me your manager or stage 2 support.
(11:32:06pm)Jaqie:I don't feel like wasting hours arguing with a support monkey that doesn't understand basics of TCP/IP FTP problems.
(11:33:50pm)Steven P.:Did you try windows explorer FTP?
(11:34:04pm)Jaqie:Please get me your supervisor or stage 2 support.
(11:34:28pm)Jaqie:when the remote system will no longer respond to pings, something is wrong on your end.
(11:35:09pm)Steven P.:Ok so the remote system now does not respond to pings.
(11:35:21pm)Jaqie:Please get me your supervisor or stage 2 support.
(11:35:32pm)Steven P.:So if you could paste me the ping report and run a traceroute
(11:35:47pm)Jaqie:Please get me your supervisor or stage 2 support. Now.
(11:36:11pm)Steven P.:Yes I will and please have that info ready for them. Because they will ask for it.
(11:39:54pm)Steven P.:Please wait while I check. Thank you for your patience.
(11:41:29pm)Steven P.:I have found one and transferring you to him now.
(11:41:35pm)Jaqie:thank you
(11:42:19pm)John F.:Hello, Jaqie, I'm John with Stage 2 Support, I'd be happy to assist you today with your FTP issue.
(11:42:28pm)Jaqie:Thank you.
(11:42:38pm)John F.:The previous agent has informed me that you get kicked out of your FTP session after 30 seconds of connection, is this information correct?
(11:42:45pm)Jaqie:No.
(11:44:11pm)Jaqie:Here's the situation: I have a saved setup in filezilla, standard FTP setup. I have used that saved setup to upload many files many times to my account, but today it began having issues with uploading in the middle of a transfer of a set, I had it set to send only two at a time, and it has never given me issues before. After having issues with uploading, it has begun giving me a too many connections issue, or just dropping the connection.
(11:44:48pm)Jaqie:l also have a windows gadget that issues the windows ping command every 5 seconds, all the time, day and night, 24/7 to make sure my server is running. for at least 30 seconds after it drops the connection, the server will not respond to pings.
(11:45:00pm)John F.:I see.
(11:45:32pm)Jaqie:I changed the FTP client to log in and use active, and he cleared the connection table for me, and I was able to log in, but on the first store, it did the same thing, dropped the connection and stopped responding to pings for 30 seconds or so.
(11:45:48pm)Jaqie:I highly suspect either the server daemon is wigging out or the server hardware has issue.
(11:46:23pm)John F.:I'll have both reasons investigated.
(11:46:39pm)Jaqie:Can you tell me anything from a quick inspect of the system at this time?
(11:49:13pm)Jaqie:Just as I suspected. I just tried manually connecting with the windows console FTP - and it has stalled mid upload.
(11:49:17pm)John F.:I'll have a quick inspection done on the system right away with great urgency, one moment please while I check the status of the server and all current running processes.
(11:49:36pm)Jaqie:Thank you. would you like a paste of the windows console FTP output?
(11:50:33pm)John F.:Yes, please, that would help immensely in my investigation.
(11:50:42pm)Jaqie:220---------- Welcome to Pure-FTPd [privsep] [TLS] ----------
220-You are user number 3 of 50 allowed.
220-Local time is now 00:47. Server port: 21.
220 You will be disconnected after 15 minutes of inactivity.
User (foxtecha.com:(none)): **********
331 User ********** OK. Password required
Password:
230 OK. Current restricted directory is /
ftp> cd public_html
250 OK. Current directory is /public_html
ftp> cd pics
250 OK. Current directory is /public_html/pics
ftp> cd anigifs
250 OK. Current directory is /public_html/pics/anigifs
ftp> put tankcrossing.gif
200 PORT command successful
150 Connecting to port 55782
################################################################################
################################################################################
###############################
> Netout :Software caused connection abort
Connection closed by remote host.
(11:50:55pm)Jaqie:after this the ping meter shows it has stopped responding for 30 seconds or so.
(11:51:11pm)Jaqie:(of course, I used HASH command to watch the transfer)
(11:51:43pm)John F.:Checking on this now.
(11:51:48pm)Jaqie:thank you.
(11:54:46pm)John F.:I am still working on this for you, thank you for your patience.
(11:58:43pm)John F.:Okay, I think I found a reason for the connections.
(11:58:56pm)Jaqie:disconnections you mean? what would it be?
(12:01:03am)John F.:It seems that the only solution for this would be to upload the files in a .zip file all at once. FileZilla will automatically close connections after a certain period of time and then open a new one when a large number of separate files are being uploaded, this seems to be a known bug in FileZilla.
(12:01:16am)John F.:The solution for this would be to upload everything in one large ZIP file.
(12:01:29am)Jaqie:I got a disconnect while trying to use the windows FTP program with a single file. How do you explain that?
(12:01:55am)Jaqie:the windows CONSOLE FTP program, I should say.
(12:02:05am)John F.:That's probably happening because the FileZilla connections were still open, or they were idle.
(12:02:36am)Jaqie:And how would this explain filezilla working for two years, with the exact same settings, until magically changing today?
(12:03:26am)Jaqie:The server stops responding to pings. networking 101, if it is not responding to pings, something is massively wrong with the server.
(12:06:31am)John F.:In this case, we are not seeing any other issues with FTP on the server, and we have not received any other reports regarding FTP problems from other clients. For this reason, we're troubleshooting the issue specific to your connection for now.
(12:07:03am)Jaqie:then try doing what I did yourself. upload a file to my account, while running pings.
(12:07:20am)John F.:One moment while I do that now.
(12:11:16am)John F.:I've just uploaded a 31 MB .zip file, here is the upload log along with the pings:
PING foxtecha.com (174.120.240.226) 56(84) bytes of data.
64 bytes from gator1139 (174.120.240.226): icmp_seq=1 ttl=57 time=5.55 ms
64 bytes from gator1139 (174.120.240.226): icmp_seq=2 ttl=57 time=5.51 ms
64 bytes from gator1139 (174.120.240.226): icmp_seq=3 ttl=57 time=5.50 ms
64 bytes from gator1139 (174.120.240.226): icmp_seq=4 ttl=57 time=5.59 ms
64 bytes from gator1139 (174.120.240.226): icmp_seq=5 ttl=57 time=5.57 ms
64 bytes from gator1139 (174.120.240.226): icmp_seq=6 ttl=57 time=5.48 ms
64 bytes from gator1139 (174.120.240.226): icmp_seq=7 ttl=57 time=7.78 ms
64 bytes from gator1139 (174.120.240.226): icmp_seq=8 ttl=57 time=12.1 ms
64 bytes from gator1139 (174.120.240.226): icmp_seq=9 ttl=57 time=5.52 ms
64 bytes from gator1139 (174.120.240.226): icmp_seq=10 ttl=57 time=5.56 ms
64 bytes from gator1139 (174.120.240.226): icmp_seq=11 ttl=57 time=5.49 ms
Apr 7 02:09:38 gator1139 pure-ftpd: (**********@74.202.255.243) [NOTICE] /home/**********//public_html/FTPTest/HostGator-MediaKit.zip uploaded (30830457 bytes, 11120.53KB/sec)
Just for you confirmation, I am uploading from Austin, TX, while our data center is in Dallas, TX.
I will test another upload with the files unzipped.
(12:11:57am)Jaqie:So you are still refusing to see how the connection issue is with the server with my account
(12:12:02am)Jaqie:220---------- Welcome to Pure-FTPd [privsep] [TLS] ----------
220-You are user number 3 of 50 allowed.
220-Local time is now 00:47. Server port: 21.
220 You will be disconnected after 15 minutes of inactivity.
User (foxtecha.com:(none)): **********
331 User ********** OK. Password required
Password:
230 OK. Current restricted directory is /
ftp> cd public_html
250 OK. Current directory is /public_html
ftp> cd pics
250 OK. Current directory is /public_html/pics
ftp> cd anigifs
250 OK. Current directory is /public_html/pics/anigifs
ftp> put tankcrossing.gif
200 PORT command successful
150 Connecting to port 55782
################################################################################
################################################################################
###############################
> Netout :Software caused connection abort
Connection closed by remote host.
(12:12:28am)Jaqie:just look at that hash of the upload. and then 30 seconds until ping will return a result.
(12:12:56am)John F.:May I ask how large and how any files you are attempting to upload at once?
(12:13:22am)Jaqie:one. with windows console. 3.66MB
(12:17:19am)John F.:Have you updated or installed any firewall applications or reset the settings on your router? In the last examples you've given me I see that your connection is aborted once the the port command is utilized. I do want to stress that I am not trying to discount that there is an issue, but we are not seeing any evidence that the server is causing this disconnection. Until we do see any evidence, I would like to continue troubleshooting the connection that is being made.
(12:17:30am)Jaqie:No.
(12:17:42am)Jaqie:the configuration is the exact same it has been since I got this account with hostgator.
(12:18:13am)Jaqie:my god do you even know how windows console FTP works?
(12:18:20am)Jaqie:what hash means?
(12:19:18am)Jaqie:the paste of that should be showing you that it uploads part of the file before the server stops responding
(12:19:44am)Jaqie:when windows console FTP program has hash turned on, it shows a # for every 2KB that is transferred successfuly.
(12:20:56am)Jaqie:After ~500KB it stops recieving the file and stops responding to pings for 30 seconds. it simply is not possible for the client to cause this behaviour with windows FTP unless the internet is not working for the client, which it is, I have uploaded to other FTP servers to make sure this was not a problem on my end before contacting support.
(12:21:30am)John F.:Yes, I do understand. You are connecting succesfully, however once you begin uploading the file the connection is being closed - we are not seeing any sort of termination occurring on the server side. The only case in which we have seen this is at the start of the chat when you were disconnected due to hitting the 8 connection limit over FTP.
(12:21:45am)Jaqie:seriously, it's been over an hour now and I am still trying to get it through to you people that there is a problem with your server.
(12:21:50am)John F.:I will do another check to ensure that there is no block in our firewall, but I have not seen that quite yet.
(12:22:04am)Jaqie:if the server hardware or daemon is not working properly that will cause this.
(12:22:19am)Jaqie:have you even thought of trying to restart the FTP daemon?
(12:25:53am)John F.:Since this is a shared server, and we are not seeing any other reports of FTP issues, or any indication that there is a server-wide FTP issue, we cannot restart the service. There are other customers on the server that are currently uploading files without issue, and we cannot terminate those connections without just reasoning. I completely understand you frustration with this Jaqie, we are doing our best to assist you.
(12:26:16am)Jaqie:it's 1 in the morning of course you arent going to get anyone else reporting it yet
(12:27:20am)Jaqie:please issue a ticket to the network technicians to diagnose the issue. I pay for the business level of webhosting but I am not getting the business level of support. I can get this kind of incompetent help for far less per month.
(12:28:12am)John F.:We have many international clients, and to be frank, we definitely would have received reports. Beyond that, we are able to see the current running FTP processes and successful uploads across the server. I can certainly create a ticket for you if that is what you prefer, but so far I have been unable to replicate the issues on my end using FTP. I have had the upload tested from our Houston office as well.
(12:28:35am)John F.:If you prefer to have a ticket made, I will put that together for you now. One moment, please.
(12:29:09am)Jaqie:I would just get my files off, I would just get them and move to a more competent host, but I can't because... guess why... the FTP server is not working on your side.
(12:30:39am)Jaqie:and yes I am holding myself back. I do apologize to you personally, as its not your personal fault, for my behaviour. but this is intolerable, its been almost an hour and a half on this chat for a simple issue.
(12:31:31am)Jaqie:I have been uploading files through FTP successfully to other FTP servers as we have gone through this, so again it is not on my side.
(12:33:55am)John F.:OGO-21468464 is the ticket I have created for you. This will allow us to get in contact you once the issue has been investigated and a solution has been found. I will be escalating this to our server administrators and they will be in contact with you once our investigation is complete.
I definitely apologize for the issues you have been experiencing with FTP. We will certainly delve into this more for you and provide any information we come across.
(12:34:03am)John F.:For now, is there anything else you wish to discuss?
(12:34:30am)Jaqie:thank you personally, for your time. I know you just work there and probably have to deal with very abusive customers. I have been very careful not to cross that line, I hope I have succeded.
(12:35:02am)Jaqie:Please, have a good night. I need to begin proceedings to migrate to another host.
(12:35:32am)John F.:It was no trouble at all Jaqie, I will have a good night as long as you do the same. Please take care and enjoy the rest of your evening!
(12:35:39am)John F.:Thank you for using HostGator Live Chat. If you could take a minute to let us know if your questions were answered and/or your support request was resolved, it would help us to improve our customer service. To do that, just click the button that says "Rate and Exit" in the upper right hand corner. The survey takes less than a minute to fill out.
1:22:34Seriously... it's a simple fix, or I am going mad...?
Anyone know an actual good webhost with FTP access and a sane end user agreement?
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