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connection problem (29 posts)

  • Started 8 years ago by mikeau
  • Latest reply 8 years ago from Scott McGuire
  • mikeau Member

    Hi,

    I'm getting an error trying to connect to various hostings.
    Either the message;
    "The action could not be completed because an error occurred (Mac OS error -31059)"
    or
    "The shortcut cannot be used because the server is unreachable. (Check your network connection and settings in the Network pane of System Preferences, and try again.)

    Connection is fine (email and browsers etc are working fine). I have tried turning off the firewall, but makes no difference. I upgraded to 5.5 because I thought there may be a problem with Snow Leopard, but its the same.

    Any suggestions please? I have work that needs doing on the websites.
    Thanks

    Posted 8 years ago #

  • Scott McGuire Administrator

    Hi Mike,

    This likely indicates a problem with the server you are trying to connect to; even if your Internet is working correctly, it may be that the server's Internet connection is not! (Or that the server is off-line.) So contacting the people or company who maintain the server to see if they are experiencing difficulties would probably be a good first step.

    However, if you are still experiencing problems, if you post a Fetch transcript we'll take a look and see if there's anything else we can suggest. To do this:

    * 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.

    Thanks,

    Scott McGuire
    Fetch Softworks

    Posted 8 years ago #

  • mikeau Member

    Thanks Scott.. I have tried to ftp to three different hosting companies, so I dont think its them!

    Oddly, there's not much in the transcript(!);
    >Fetch 5.5.3 (5E778) Intel running on Mac OS X 10.6.2 (10C540) Intel English
    >StuffIt Engine 0x820, StuffIt SDK Version 10.1.1b1
    >Partial serial FETCH55001-5728-X5PC T
    >Update check started at 01/03/2010 16:32
    >Update check skipped at 01/03/2010 16:33 (next check after 02/03/2010 08:07)
    (I tried this several times and this is all I get!)

    The app appears to open and run OK, and I get a failure message after trying to use a shortcut or bookmark or open a new connection.

    thanks.

    Posted 8 years ago #

  • Scott McGuire Administrator

    Hi Mike,

    Thanks for the additional information.

    Have you been able to connect to these servers on the very same Mac previously without a problem?

    What happens if you try to connect to our server?

    Enter ftp.fetchsoftworks.com in the Hostname field, and leave the username and password blank, then click Connect.

    Can you connect successfully or not?

    Thanks,

    Scott McGuire
    Fetch Softworks

    Posted 8 years ago #

  • mikeau Member

    Hi Scott.

    The old version of Fetch was working fine on this mac, but I cant recall if it has worked since I updated to Snow Leopard... I upgraded to the latest version of Fetch as I thought there may have been an update to work with Snow Leopard (and it was about time anyway).

    I can connect OK to your server;
    Connecting to ftp.fetchsoftworks.com port 21 (Mac OS X firewall is limiting connections to specific applications) (01/03/2010 20:47)
    Connected to 216.92.39.106 port 21 (01/03/2010 20:47)
    220 fetchsoftworks.com NcFTPd Server (licensed copy) ready.
    USER anonymous
    331 Guest login ok, send your complete e-mail address as password.
    PASS
    230-You are user #2 of 16 simultaneous users allowed.
    230-
    230 Logged in anonymously.
    SYST
    215 UNIX Type: L8
    PWD
    257 "/" is cwd.
    MACB ENABLE
    502 Unimplemented command.
    PWD
    257 "/" is cwd.
    TYPE A
    200 Type okay.
    PASV
    227 Entering Passive Mode (216,92,39,106,204,75)
    Making data connection to 216.92.39.106 port 52299
    LIST -al
    150 Data connection accepted from 87.244.73.112:63137; transfer starting.
    -rw-r--r-- 1 ftpuser ftpusers 1343749 Mar 3 2006 Fetch_4.0.3.sit
    -rw-r--r-- 1 ftpuser ftpusers 3783421 Jan 2 2006 Fetch_5.0.5.dmg
    -rw-r--r-- 1 ftpuser ftpusers 18231857 Nov 16 16:22 Fetch_5.5.3.dmg
    -rw-r--r-- 1 ftpuser ftpusers 3998184 Nov 16 16:23 Fetch_5.5_Help.pdf
    drwxr-xr-x 3 ftpuser ftpusers 512 Jan 29 04:01 example
    drwx-wx-wx 2 ftpuser ftpusers 512 Mar 1 14:02 incoming
    226 Listing completed.

    I still cannot connect to my sites (hosted on Doteasy, Edgetelecom and a friends site hosted on name2net).

    Thanks

    Posted 8 years ago #

  • mikeau Member

    I turned the firewall off and tried again to connect to my websites, but still no luck...

    M

    Posted 8 years ago #

  • Scott McGuire Administrator

    Hi,

    If the problems seem to have started after you upgraded to Snow Leopard, it might be a keychain problem. The errors you're seeing aren't the usual ones that indicate keychain problems, but it won't hurt to repair the keychain and see if that helps.

    Please do the following:

    * Quit Fetch, if it's running.
    * Open the Keychain Access application, which is in the Utilities folder inside your Applications folder.
    * Go to the Keychain Access menu, and choose Preferences.
    * Click on the "First Aid" tab.
    * Make sure both "Synchronize login keychain password" and "Set login keychain as default" are checked.
    * Then go to the Keychain Access menu, and choose Keychain First Aid.
    * In the password field of the Keychain First Aid window, enter your Mac OS X admin password (this should be the same as your Mac OS X login password).
    * Click the Repair radio button.
    * Click the Start button.
    * Once it's done, close the Keychain First Aid window.
    * Restart your Macintosh.

    Let us know if that helps or not.

    Thanks,

    Scott McGuire
    Fetch Softworks

    Edited 8 years ago #

  • mikeau Member

    OK...

    Maybe its a different version of Keychain access, as theres no first aid tab, (its alt+ctrl+A and I cant see the options), but I have run it (and it did repair something) and restarted the mac, but I still get the same message(s) when trying to connect...

    I also have a problem when opening a new connection and entering the user and p/w manually, so Im assuming that wouldnt use the keychain..?

    I have a trial version of Interarchy loaded and I can connect to my sites using that, so I dont think its any kind of problem with the mac or network settings etc.

    Any other thoughts.?

    Thanks. M

    Posted 8 years ago #

  • Scott McGuire Administrator

    Hi,

    Sorry for the delay in getting back to you, I was consulting with one of my colleagues about your problem.

    We'd like to see your Fetch log, which will may provide more information about what's going on.

    To find the Fetch.log file:

    * Click the desktop background to select the Finder.
    * In the Finder, go to the "Go" menu and choose "Home"
    * Open the Library folder
    * Open the Logs folder
    * Find the file named "Fetch.log"

    Please attach it to an email to bugs@fetchsoftworks.com .

    The file may be somewhat large, so you may want to compress it before sending it to us. (Select the Fetch.log file, go to the File menu, choose Compress, and send the resulting zip file instead.)

    Thanks,

    Scott McGuire
    Fetch Softworks

    Posted 8 years ago #

  • mikeau Member

    Thanks for the reply.

    Just sent...

    M

    Posted 8 years ago #

  • Scott McGuire Administrator

    Hi Mike,

    We've received the log and we're taking a look.

    Are you using SFTP or FTP to connect to your servers? (Or some of both?)

    Also, could you please try the following?

    * Quit Fetch, if it's running.
    * Click the desktop background to select the Finder.
    * In the Finder, go to the "Go" menu, and choose "Home"
    * Open the Library folder
    * Open the Preferences folder
    * Find the com.fetchsoftworks.Fetch.plist, Fetch Prefs, and Fetch Cache files, and move them to the Desktop. (You may not have all three of these files, and that's okay.)

    Then try connecting to one of your servers and see if there's any difference.

    Thanks,

    Scott McGuire
    Fetch Softworks

    Posted 8 years ago #

  • mikeau Member

    Hi Scott,

    I mainly use FTP to connect.

    I moved the files you said (but not the 'Fetch Shortcuts', 'com.fetchsoftworks.Fetch.plist' or 'com.fetchsoftworks.Fetch.Shortcuts.plist' files) and tried it but still get errors.

    When trying to open using a shortcut I get "The action could not be completed because an error has occurred. Mac OS error -31059".

    However, when opening a new connection manually, I opened the connection OK to one domain OK, but I still get the error message (The settings cannot be used because the server is unreachable) when trying to connect to others (all on the same hosting company).

    One thing I should mention (although I dont know if its relevant), is that although I am the main user (admin) on this computer, Finder would not allow me to move those files to the desktop without password confirmation. Could this be some kind of permissions issue.?

    Thanks for your help.

    M

    Posted 8 years ago #

  • Scott McGuire Administrator

    Hi Mike,

    Actually, I'd like you to try moving the 'com.fetchsoftworks.Fetch.plist' file to the Desktop as well, that's Fetch 5's main preferences file. Could you please move it too (be sure to Fetch quit first) and see if that makes a difference?

    If you are the main and admin user, you should not be asked for permissions to move those files to your Desktop. It's hard to say if that issue related to the Fetch problems or not, but it's not right, so you should probably boot your Mac off the CD/DVD that came with it (or, if you have a Snow Leopard install CD, boot of it instead, since it's newer), open Disk Utility, and under First Aid, do both Repair Disk and Repair Disk Permissions, and see if it fixes any problems.

    So, if I understand correctly, it appears that all the servers you have problems connecting to are at the same hosting company? You can connect to other servers - such as the Fetch FTP server, and one other company's server - without a problem?

    Thanks,

    Scott McGuire
    Fetch Softworks

    Posted 8 years ago #

  • Scott McGuire Administrator

    Hi Mike,

    Another thing we'd like you to try - could you create a new user account (it doesn't have to be an admin account), and try running Fetch in that account, connecting to one of the problem servers, and see if you run into the same problem?

    Thanks,

    Scott McGuire
    Fetch Softworks

    Posted 8 years ago #

  • mikeau Member

    Hi Scott. Thanks for the reply. Sorry for the delay, I will get back to you asap.

    M

    Posted 8 years ago #

  • mikeau Member

    Hi,
    Sorry for the delay replying.

    Sorry too about the mis-communication about the files.

    I removed;
    com.fetchsoftworks.Fetch.plist
    Fetch Cache
    Fetch Prefs
    to the desktop and restarted as per your instructions and no change.

    I dont have the snow leopard DVD here, but I have run disk verify and repaired permissions and it returns no errors..

    I was able to connect to only one of our hostings and no others either at the same ISP or any others that I tried (except Fetch which connects OK). Most of our hosted sites are either at Edge Telecom or Doteasy.

    I have a test account set up on my laptop so I will log into that now and report back if it works or not.

    Thanks,

    Mike

    Posted 8 years ago #

  • mikeau Member

    Hi,

    Having to sort out a few other unrelated problems, so sorry about the delays.

    I have logged into the TEST account and can connect to at least two of the hostings OK (I didnt verify them all!).

    So it looks like its something to do with my account? Could this still be a permissions issue somehow?
    I dont undersand the mechanism, but I cant think why else I would get a problem but the TEST id doesnt..?

    Thanks

    Mike

    Posted 8 years ago #

  • Scott McGuire Administrator

    Hi Mike,

    Thanks for doing those tests and the additional information.

    Just as one clarification before I suggest anything else - is the test account you tried on the same or a different Mac whose main (admin) account is experiencing the problem?

    Thanks,

    Scott McGuire
    Fetch Softworks

    Posted 8 years ago #

  • mikeau Member

    Hi.

    Its on the same macbook pro... I only have the one computer while Im working in Jersey.

    Thanks

    Mike

    Posted 8 years ago #

  • Scott McGuire Administrator

    Hi Mike,

    Thanks for the clarification.

    Yes, this test shows that it's something in that one account, not a problem with your network and most likely not an overall problem with your OS install.

    Our current thinking is that the problem is with your keychain (which is specific to each account).

    For the problem connections, is the password being filled out automatically from the keychain in the connection dialog?

    And if it hasn't been, have you been checking the "Add to keychain" checkbox after you type the password manually?

    Thanks,

    Scott McGuire
    Fetch Softworks

    Posted 8 years ago #

  • mikeau Member

    Hi,

    Most of the time I am trying to connect by using the Fetch shortcut menu, but I also try and connect manually and this also fails (apart from the one success that I had this way).
    Keychain is not automatically completing the fields when I try to connect manually.

    Can you tell me if it is possible to retrieve the usernames and passwords from the shortcuts file? It will save me a lot of work retrieving these from elsewhere. Thanks.

    Regards,

    Posted 8 years ago #

  • Scott McGuire Administrator

    Hi Mike,

    Thanks for the additional info. Even though it may not appear that the keychain is directly involved, I think the next thing we should do is try to some more advanced keychain repair techniques. Let me know if you're willing to give those a go.

    To answer your question, you can find out the hostnames, usernames, and initial folder settings of shortcuts by looking at the Fetch Shortcuts window. Go to the Shortcuts menu, and choose Show Shortcuts to see the window.

    Fetch stores the passwords for shortcuts in the keychain. We have an FAQ on how to discover the password for a shortcut: http://fetchsoftworks.com/fetch/faq#password-out-of-shortcut

    Thanks,

    Scott McGuire
    Fetch Softworks

    Posted 8 years ago #

  • mikeau Member

    Hi Scott,

    If something needs fixing, then I should fix it, so please let me know what you propose.

    Thanks for the link. I was hoping for an easy way to extract the text and build a file of the usernames and passwords in case I need them (I do of course have them, but they are not compiled in one place as they are in the Fetch shortcuts). I will check out the link.

    Thanks for al your help.

    Mike

    Posted 8 years ago #

  • Scott McGuire Administrator

    Hi Mike,

    Providing an easy way to export all the passwords and display them as plain text would kind of be a security hazard; that's one reason neither we nor the Mac OS X keychain offer such an option.

    Let's try deleting the password for just one of the problem servers from the keychain and see if that helps. You should make sure you know the password before deleting it (it sounds like you do, but saying that just in case).

    To delete a password from the keychain:

    Here's what to do:

    * Open the Keychain Access application, which is in the Utilities folder inside your Applications folder.
    * Look for an entry whose Name is the name of the one of the hosnames you are having trouble connecting to, and whose Kind is "Fetch password" or possibly "Internet password".
    * Select that entry by clicking on it once.
    * Press the Delete key on your keyboard.
    * Confirm that you want to delete the stored password.
    * Check to make sure there are no other entries for that server in Keychain Access.
    * Quit Keychain Access.
    * Open Fetch, and try connecting to that server again.

    Let me know if that makes a difference for that particular server.

    Thanks,

    Scott McGuire
    Fetch Softworks

    Posted 8 years ago #

  • mikeau Member

    Hi Scott,

    I would have thought that if a password was required to export the passwords, then its not much more of a security issue than being able to access them with the same password.. but Im no security expert.

    You wont believe this, but I was going to test the shortcut, then delete it, then try to connect manually as per your suggestion, but all the shortcuts are now working again!

    I'm not aware of having changed anything, so I dont know if this is now solved or if it will come back.

    Its very frustrating to not know what the problem was.!

    Im offline for the weekend, but will try them all again on Monday and get back to you if any further issues.

    Thanks for all the help.

    Posted 8 years ago #

  • Scott McGuire Administrator

    Hi Mike,

    That is odd, but in a good way!

    I'm not sure why it would suddenly start working again either. We'll keep our fingers crossed that it keeps working, but if it comes back, let us know and we'll pick up where we left off.

    Have a good weekend,

    Scott McGuire
    Fetch Softworks

    Posted 8 years ago #

  • Tamie Member

    i'M HAVING THE SAME PROBLEM ON MY PC """"""HELP"""""

    Posted 8 years ago #

  • Kit Member

    What is net DB error 8?

    Posted 8 years ago #

  • Scott McGuire Administrator

    Hi Kit,

    That means Fetch could not find the server whose hostname you entered. Either there is a problem with the server and it's not responding, or you do not have the correct hostname. So you should contact the people or company who run the server and check to see that you have the correct information and that the server is working.

    Thanks,

    Scott McGuire
    Fetch Softworks

    Posted 8 years ago #

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