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Article number: kb-86
Q. Connection Troubleshooter
A. Use the following steps to help determine the cause of connection issues using the DotNet interface. You must first determine which server your account is hosted on by looking up the FTP Site in your Troopmaster DotNet settings or our welcome email. This will be either unix10.scoutwebservices.net, dotnet.scoutwebservices.com, dotnet2.scoutwebservices.com or dotnet3.scoutwebservices.com.
1. Check the status of our servers by clicking on the server status link at our support site. If the lights are green, the server is online. If red, this is the cause for your connection failure.
2. Try to ping your server from you computer:
1. Open the command prompt from Windows (usually Start>All>Programs>Accessories>Command Prompt)
2. At the prompt type in the following: ping yourserver - example: ping dotnet2.scoutwebservices.com
3. If you get a series of replies back from the server you are able to connect to the server. If you do not get a response and you are able to connect to the internet and see other sites, something is blocking the connection, contact our support team.
3. Try to connect to our servers with FTP:
1. Open up the command prompt from Windows.
2. At the prompt type in the following: ftp yourserver -example: ftp dotnet2.scoutwebservices.com
3. If you are successful, you will get a message similar to "Welcome to PureFTP" along with a prompt for a username such as:
User (dotnetX.scoutwebservices.com):(none)): Just type quit to end.
4. If your are not successful, then something is blocking access to the server via port 21 which is used for FTP connections. Typically this is a firewall setting or some other form of internet restriction program or device running on your system. Find the source of the restriction and attempt again. Common issues are Norton products, restricting FTP connections with Windows XP SP2 built-in firewall, Linksys router firewalls, corporate firewalls, etc)
4. If you are able to ping our servers and utilize the FTP port to connect to our servers, then ensure that each of the settings in your DotNet interface is exactly as we've listed in your email. See a sample.
5. If you are still unsuccessful, email our support team with the exact error you are receiving. The more information we have, the faster we can resolve your issue.
Article number: kb-86