Fetch Softworks

Can't login after server upgrade (11 posts)

• Started 2 years ago by Matt
• Latest reply 2 years ago from DJ

• Matt Member

  My hosting company upgraded my server and it has broken Fetch. I can log in using Filezilla or Cyberduck, in fact I imported my Fetch shortcuts into Cyberduck and they work just fine. But in Fetch I get the message:

  SFTP connection to "domain.com" could not be opened because the SFTP server rejected your authentication information. Contact the server administrator to verify that you have the correct hostname, username, password, and authentication method.

  Shortcuts to sites not on my server still work, and I can connect using the same credentials in Fetch if I change it to use FTP rather than SFTP.

  I've tried turning Passive Mode on and off with no change.

  The fact that Cyberduck can connect with my imported Fetch shortcuts proves the login info is correct.

  What else could be preventing Fetch from connecting?

  What info should I get from my hosting company, Big Scoot, to help find the cause of the problem?

  I've been using Fetch since 2004 and I really don't want to have to switch to a new program. I like how it works and I'm very used to it by this point.

  Posted 2 years ago #

• Fran Corpier Member

  I have the same problem with Fetch after the upgrade to 5.8. Server technicians say it is NOT the server—they get in with the same credentials (to my special secure port set at the server level). The local network provider said they are not blocking ssh or any special ports. Fetch give me the same error message reported by Matt Knowles who started this thread.

  This is the case for all domains on my server. FTP does work. Obviously no one uploading something to their server would use an insecure FTP connection.

  I can only get in with Cyberduck after accepting a specific security key from my server; but that key does not bring me to the directories set up in my shortcuts. It is for the entire sever not specific domains.

  I hope this can be straightened out with Fetch.

  Thanks, Jim, in advance!

  Fran

  Posted 2 years ago #

• Fran Corpier Member

  Correction: "Fetch gives me"

  One more thing: in my keychain access for these domains, the "Where" field looks like this (shown here with pseudo-domain and port-number placeholders):

  ssh://mydomain.com:23456

  This method has worked over the past several years, at least. Could this have been changed in one of the Fetch updates, perhaps? I hope this helps troubleshoot the problem.

  Thanks again!
  Fran

  Posted 2 years ago #

• Jim Matthews Administrator

  Hi Fran,

  That sounds like an SSH host key issue. Could you contact me at https://fetchsoftworks.com/fetch/feedback with the contents of the Fetch Transcript window (after you try to connect with SFTP)?

  Thanks,

  Jim Matthews
  Fetch Softworks

  Posted 2 years ago #

• Fran Corpier Member

  Yes, Jim. We just fixed it. I will email you the reply, and the fix. Thank you!

  Posted 2 years ago #

• Fran Corpier Member

  For others interested, when my server updated the WHM/Cpanel, it set two ports for SSH: the default port, 22, and my special port for ssh designated for security purposes. FETCH's SFTP obviously uses that special port. The server host tech commented out the default port. I shut down my Fetch and Cyberduck apps and rebooted my computer.

  Although Fetch did not warn me of a new key, nor automatically accept it, Cyberduck warned me of the new key and asked if I would allow it. After rebooting the computer following the tech's work noted above, the acceptance of the new key in Cyberduck did become "permanent," so that Fetch accessed it as well. I stepped through accepting the new key "always" in Cyberduck, domain-by-domain, which in turn became accessible to Fetch, domain by domain.

  My problem is fixed.

  Thanks to Matt for his post here, which gave me a "second" to present to my server techs, after the update. This made them take that it might be something on the server more seriously. Thanks also to Jim and his team for responding quickly to the issue and immediately identifying it as a new host key issue.

  Fran

  Posted 2 years ago #

• Matt Member

  Is there a way to accept the new key from Fetch without having to go through the Cyberduck routine?

  Posted 2 years ago #

• Jim Matthews Administrator

  Hi,

  You can accept the new key by manually editing the known_hosts file, but it might be easier to use Cyberduck.

  Thanks,

  Jim Matthews
  Fetch Softworks

  Posted 2 years ago #

• Matt Member

  I found it easiest to just delete the entries in the known_hosts file. That fixed it.

  Posted 2 years ago #

• Fran Corpier Member

  Thanks for the tips, for future reference.

  Posted 2 years ago #

• DJ Member

  Please update Fetch software asap. This should have been done when Mac OS 11.5.1 (Big Sur) first came out. I've been using fetch since forever and like it. Please don't make me have to switch to another software!

  Posted 2 years ago #