Fetch Softworks

SFTP Connection Issue (17 posts)

• Started 15 years ago by RMS
• Latest reply 15 years ago from Scott McGuire

• RMS Member

  I have been using Fetch to connect to an STFP server with no problems for a couple of months now, but suddenly a week or so ago I am no longer able to connect. I receive the following error message:

  "SFTP connection could not be opened because a requested file or folder was not found on the STFP server"

  I am not trying to open the connection in a specific folder, just the main window as I always have. I have not changed the way I login or any other information.

  Please help!! Thanks!

  [This message has been edited by RMS (edited 04-21-2009).]

  Posted 15 years ago #

• Scott McGuire Administrator

  Hi,

  We'd like some more information to help diagnose the problem. Could you please do the following?

  * Quit Fetch.
  * Open Fetch again.
  * Try connecting to your server.
  * After you receive the error, go to the Window menu, and choose Fetch Transcript.
  * Copy the entire contents of the transcript window, and paste them into a reply to this message.

  We'll take a look and see if we can figure out what's going on.

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 15 years ago #

• RMS Member

  Okay here is a copy of the transcript:

  [edited to delete private info]

  Thank you for looking into this matter!

  [This message has been edited by RMS (edited 04-21-2009).]

  [This message has been edited by RMS (edited 04-22-2009).]

  Posted 15 years ago #

• Scott McGuire Administrator

  Hi,

  It looks like there is a problem with the server. As part of the log in process, the server is trying to switch to your home folder, but discovers that it does not exist.

  You should contact the people who run the server, and have them look into the problem.

  Please let us know if you have further questions after talking to them.

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 15 years ago #

• RMS Member

  I have asked them to look into it and everything was fine. Furthermore, they were able to login using our login information. The lead me to believe that it was on our end.

  We are able to login into the server using other programs, such as Cyberduck, but we find that there are too many bugs in that program. We were *much* happier with Fetch and were willing to do what it takes to sort it out. Especially since we bought 5 serial numbers.

  I will send them the information you provided and hopefully they can fix it. Thank you for all of you help.

  Posted 15 years ago #

• Scott McGuire Administrator

  Hi,

  Hmm, if Cyberduck can connect, Fetch should be able to connect, so we would like to investigate further.

  Could you show us a transcript from a successful connection to the same server with Cyberduck? Then we can compare and maybe see why Fetch is having trouble connecting.

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 15 years ago #

• RMS Member

  I have looked in Cyberduck and I don't see where I can look at a transcript. Are you familiar enough with Cyberduck to know where I can find it??

  Posted 15 years ago #

• Scott McGuire Administrator

  Hi,

  Unfortunately, I just tried it, and it turns out that Cyberduck does not make transcripts for SFTP connections, only FTP connections.

  Could you try the command-line SFTP client instead? Here are instructions on how to do that:

  * Open the Applications folder.
  * Open the Utilities folder.
  * Open the Terminal application.
  * At the prompt, type:

  sftp -v your-username@your-server-address

  * Replace "your-username" and "your-server-address" with your username and the hostname (or IP address) for your server, respectively.
  * And then press the Return key.
  * Some debugging information will be printed.
  * Then you will be prompted to enter your password; enter your password and press the Return key. (The letters you type won't appear on the screen, for privacy.)
  * More debugging informat will be printed.
  * At the "sftp>" prompt, type "ls" (without quotes).
  * Then please copy the entire output, starting from the beginning, and paste it into a reply to this message.
  * Then you can exit the command-line ftp client by typing "quit" (without the quotes).

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 15 years ago #

• RMS Member

  [edited to delete private info]

  [This message has been edited by RMS (edited 04-22-2009).]

  Posted 15 years ago #

• Scott McGuire Administrator

  Hi,

  The command-line SFTP client is showing the same error that Fetch is.

  I think you must be entering some slightly different information in Cyberduck for it to be succeeding; could you review the information in it, or send us a screenshot of the connection window in Cyberduck, and we'll take a look and see if we can spot the difference?

  You can send a screenshot to us via email at:

  bb at fetchsoftworks dot com

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 15 years ago #

• Scott McGuire Administrator

  Hi,

  Sorry, to clarify, I meant "you must be entering some slightly different connection information in the Cyberduck connection window" - I don't believe there is a preference in Cyberduck that would produce this difference.

  Another question... does Cyberduck actually show you a list of your files after you connect to the server?

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 15 years ago #

• RMS Member

  I'm glad you asked that question because that is one of the main issues we have with Cyberduck. There is one folder in particular that we have to look in to ensure we have downloaded all of the files but it will say that the folder is empty. Problem is, it's not empty! When we connect on our PC with a different program, we are able to see all of the files in that folder.

  We get a weird error message anytime we try to look in any folder with Cyberduck and we actually have to try again and then it will work. As you can see, we REALLY want to get Fetch up and running again - Cyberduck is a nightmare!

  Thanks again for looking into this. I am going to edit my posts above to delete the sensitive info so I hope that doesn't present a problem for you.

  Posted 15 years ago #

• RMS Member

  .

  [This message has been edited by RMS (edited 04-22-2009).]

  Posted 15 years ago #

• Scott McGuire Administrator

  Hi,

  Based on that information, I suspect what is happening here is that Cyberduck is running into the same problem that Fetch and the command-line SFTP client are; it's just that Cyberduck isn't telling you about the error, it's just not showing you any files. So Cyberduck only has the appearance of connecting successfully; if you can't see any of your files, it's probably actually failed. That's just a guess, but it makes sense based on the information you've given us.

  I think this is a server problem with your home folder as I previously mentioned; I consulted with one of my colleagues and he agreed with that analysis. So I would talk to your server folks again.

  Please let us know if you have more questions.

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 15 years ago #

• Scott McGuire Administrator

  Hi,

  Oh, I see you sent us screenshots, sorry, I hadn't noticed that before posting my reply above. I will take a look at those and get back to you later and let you know if I have a different analysis after looking at them.

  Scott McGuire
  Fetch Softworks

  Posted 15 years ago #

• RMS Member

  Thank you, I appreciate that Scott.

  Regarding your earlier comment, they can sign in no problem and look at folders and such on their end. It's just our end that we're running into trouble. That's why I didn't think it was just the server. I had initially thought it was perhaps a security issue but that was debunked.

  Posted 15 years ago #

• Scott McGuire Administrator

  Hi,

  I've looked at the screenshots and you are (as you probably already knew) using exactly the same info to connect with in Fetch and Cyberduck. So I stand by my previous analysis - if Cyberduck isn't showing you file lists, then it's really experiencing the same problem as Fetch and the command-line, it's just not giving you an error.

  I don't think this is a problem on your end. The error is coming from the server, and is not related to firewalls or routers on your end. Also given that you used to be able to log in just fine to this server, and now cannot even though you didn't make changes, suggests that they made a change on their end.

  I can't say why they can get in and you cannot; I would suggest sending them a transcript from Fetch showing the error and asked them why they think you are getting that, based on the transcript?

  One thought is that perhaps you are supposed to be entering something in the Initial folder field to switch to a different folder; the problem is the server is not letting you connect to the default folder that you go to when you do not specify a folder. You might want to ask them about that, too.

  Sorry that I cannot offer more specific advice; I hope some of the above helps.

  Please let me know if you have more questions.

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 15 years ago #