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Troubleshooting FTP Connection and Upload Issues

  • Updated

Introduction

This article explains how to troubleshoot common issues when connecting to the FUGA FTP (File Transfer Protocol) server. It covers connection errors, slow upload speeds, and the information you should collect before contacting support.

Before You Begin

Ensure you have the correct connection details:

  • FTP Address: Provided by your FUGA representative

  • Username: Your FUGA account username

  • Password: Your FUGA account password (case-sensitive)

  • Port: 21

Note: FUGA supports FTP and FTPS (FTP Secure). SFTP (SSH File Transfer Protocol) is not supported.

If you have recently changed your password, update it in your FTP client before attempting to reconnect.

 

Troubleshooting Connection Issues

Step 1: Check the Server Status

  • Windows: Open Command Prompt and type ping your.provided.ftp.url.fuga.com

  • Mac: Open Terminal and type ping your.provided.ftp.url.fuga.com

If you see “Reply from…,” the server is reachable. If you see “Request timed out” or “host unknown,” collect this information for support.

Step 2: Verify Your Internet Connection

  • Confirm you can browse multiple websites.

  • If you cannot, resolve your internet connection issue before retrying FTP.

Step 3: Review Firewall or Antivirus Settings

  • Temporarily disable your firewall or antivirus, then reconnect.

  • If successful, add an exception for your FTP client in the software settings.

Step 4: Try a Different FTP Client

  • Recommended options: FileZilla or Cyberduck (both available for Windows and Mac).

 

Troubleshooting Slow Speeds

Step 1: Test Your Upload Speed

  • Use a speed test tool (e.g., Speedtest by Ookla).

  • Select an Amsterdam-based server to replicate the distance to FUGA’s servers (located in the Netherlands).

Step 2: Connect with an Ethernet Cable

  • A wired connection is generally faster and more stable than Wi-Fi.

Step 3: Configure Simultaneous Connections

  • In your FTP client, adjust the simultaneous connections or concurrent transfers setting.

  • FUGA allows up to 12 connections. We recommend 4–8 for optimal speed and stability.

 

Contacting Support

If issues persist, contact FUGA support with the following:

  • A screenshot of your FTP client’s settings (server address, username, connection type).

  • A copy of any error messages.

  • Results of a traceroute:

    • Windows: Open Command Prompt and type tracert your.provided.ftp.url.fuga.com

    • Mac: Open Terminal and type traceroute your.provided.ftp.url.fuga.com

Copy and paste the full traceroute output into your support ticket. Ensure you run this from the same server you are delivering from.

Contact your FUGA representative or reach out via support@fuga.com for further assistance.

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