FTP problems (connection drops)

Some of our customers are experiencing problems related to their FTP service. This includes error messages while connecting or dropped connections. We’re looking into it, and will post an update as soon as we know more. Sorry about the inconvenience.

Please check back here for updates.

Update 5/7/08 11am Pacific — We have narrowed down the problem to only affecting customers using the following ISPs: AT&T/Sbcglobal, Comcast and RoadRunner. We have tested the following solution with the help of one of the affected customers, so this should work for all: You will need to change your ftp-only user to sftp to go around what we suspect to be bandwidth throttling affecting only FTP connections.

Edit your ftp-only user to be sftp in the control panel under Users/Manage Users ( https://panel.dreamhost.com/index.cgi?tree=users.users& ). This should schedule a user update, and as soon as the little clock next to your username in the control panel is gone, log in with that user using the SFTP settings on your upload client, and you should be able to upload the large files. If your current client doesn’t have SFTP connection, you will need to download another one.
Please note, if you’re already using a shell user to connect through ftp, then all you need to do is change to sftp in your client, you don’t need to modify your user.

If the above doesn’t make your problems go away, then it’s most likely unrelated. Please send support a message, so we can look into it for you.

Update 5/8/08 9am Pacific — Apparently Verizon and other ISPs have been added to the list. Even if your ISP is not listed, please try to change to sftp, and if that doesn’t work, let us know with as many details as possible.

Update 5/8/08 10:50am Pacific — We’re continuing to look into this problem to make sure it’s not something on our end that’s causing the connection drops. We have just tested a few more cases were the customer switching to SFTP didn’t make a difference, but so far we couldn’t replicate the problem, but we’re still checking, examining more data.
In the meantime, continue trying to switch to SFTP to try that way. We recommend that over FTP anyway for its security. If you’re using telnet, you should be switching to ssh instead.

Here’s a link to the article in our Wiki regarding the use of SFTP…
(http://wiki.dreamhost.com/SFTP)

Update 5/09/08 8:15pm Pacific — We’re still looking into this issue, and thought it was resolved for most users, however, that doesn’t seem to be the case. At this point, all tests we’ve run on users mentioning problems come back working 100%. We’re unable to verify the problem at all, other than the support that’s coming in about it. We do have some support personal on some of the effected networks, and will be doing tests.

We apologize for the delay in getting this fixed, however, it’s not reproducible on our end, at all, so that makes it even that much more difficult to track down. We’ll keep updating, the more info we have.

Update 5/10/08 7:45pm Pacific — Ok, this still seems to be happening, however, we may have found a way around things. We’ve tested on a known problem network, and the test went through correctly. Please try FTP again, as some head way in the issue has been made. If not, hold tight, we’re still working on the problem!


Severity: Medium   Resolved: No
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128 Responses to “FTP problems (connection drops)”

Pages: [1] 2 3 » Show All

  1. 1
    Antonio Bourassa Says:

    Hey Im first. Good luck fixing it.

  2. 2
    Darren Smith Says:

    I’m semi glad it’s not just me having that trouble! I’ll be checking back for updates, since my clients have needed their files since last night… which is when my troubles started!

  3. 3
    Andrew Says:

    I had someone tell me this was a problem last night but I didn’t bother to submit a report because I thought it was connected to the Apache problems. Guess not.

  4. 4
    Lee Says:

    I thought this was just my computer at first, although glad to see you’ve noticed the problem, and now appears to be much better for me. Although the dreamhost webftp interface did seem to stay working all the time.

  5. 5
    {Static} Rasengan Says:

    Not only is my FTP access not working, but my domains are down too :(

  6. 6
    Free iCal Hosting Says:

    Aaah, now i get it.
    Glad to hear it wasn’t me.

  7. 7
    Simon Jessey Says:

    FTP is evil. This is a Jolly Good Thing. Use SFTP, folks.

  8. 8
    Shak Says:

    Wow. This has been annoying me for months now and I thought it was a problem with my wireless connection, but no, it’s just Time Warner Cable just being lame.

  9. 9
    Vicki Says:

    same as last night

  10. 10
    Marc Says:

    Still having problems uploading with FTP and i’m outside of the US.

  11. 11
    Andrew Says:

    Yeah, this isn’t the problem. The dropped connection is only happening with one of my users and none of the attempts have been from Comcast, RoadRunner or At&t, so I’m pretty darn sure it’s on Dreamhost’s end.

  12. 12
    kokos Says:

    Still not working do something guys!

  13. 13
    Ian Says:

    1) The problem exists for plenty of other ISPs. It’s not an ISP issue. I’m connecting from outside the US, obviously I do not use the ISPs above.

    2) SFTP is all fine and well but Dreamhost offer an anonymous FTP service and you can’t set the anonymous ftp account to use SFTP, from what I can see.

    This is not a fix, it’s a workaround and one that doesn’t suit everyone.

    It worked before so you should be able to fix it. Stop blaming ISPs. The ISPs listed are a coincidence, not the cause.

  14. 14
    E. Ross Says:

    None of our problems are with those ISPs, including some out-of-US users. As I said in reply email, sftp isn’t a possibility with anonymous ftp, which we need to have available in some situations, so this isn’t a solution, either.

  15. 15
    P. Snead Says:

    Does anybody else use their ftp site to upload to clients who don’t use client software like filezilla? I found that IE and MacOSX do not support sftp. Is this correct? My clients just go to my ftp site through their IE browser and log in to download my files to their desktop. This sftp workaround solution won’t work for that purpose. Anybody have any suggestions?

  16. 16
    Marc Says:

    Same problem, it’s a minor miracle my clients now understand how to ftp. They’re not going to get sftp.

  17. 17
    Adam Says:

    Yea no go still…tried Fetch and Cyberduck, both timeout.

  18. 18
    Bill Turner Says:

    This is NOT resolved…
    I’ve been doing my uploads exactly the same way for nearly 3 years. I went thru the instructions provided above and all it did was waste my time.
    AT&T has changed nothing. Please fix this ASAP.

  19. 19
    Steve Rose Says:

    The problem is NOT resolved - 5:15 pm EST. Cannot connect to the server.

    I’d rather have you be slow in resolving the problem than claim it’s resolved when it isn’t.

  20. 20
    Bill Turner Says:

    My Log…
    [-1,5/7/2008 5:18:00 PM,4]Starting request
    [2,5/7/2008 5:18:00 PM,0]TYPE I

    [2,5/7/2008 5:18:00 PM,0]200 Type set to I

    [2,5/7/2008 5:18:00 PM,0]PASV

    [2,5/7/2008 5:18:00 PM,0]227 Entering Passive Mode (208,113,245,155,129,24).

    [2,5/7/2008 5:18:00 PM,0]connecting data channel to 208.113.245.155:129,24(33048)

    [2,5/7/2008 5:18:00 PM,0]data channel connected to 208.113.245.155:129,24(33048)

    [2,5/7/2008 5:18:00 PM,0]STOR DaFence.exe

    [2,5/7/2008 5:18:00 PM,0]150 Opening BINARY mode data connection for DaFence.exe

    [2,5/7/2008 5:18:41 PM,3]hResRead: 0, hResWrite:a0310035

    [2,5/7/2008 5:18:41 PM,3]Error reading response from server.

    [2,5/7/2008 5:18:41 PM,0]# transferred 2007040 bytes in 41.156 seconds, 380.987 Kbps ( 47.623 Kbps), transfer failed.

    [2,5/7/2008 5:18:41 PM,3]It appears that the connection is dead. Attempting reconnect…

    [2,5/7/2008 5:18:41 PM,1]Connecting to 208.113.245.155:21

    [2,5/7/2008 5:18:41 PM,1]Connected to 208.113.245.155:21 in 0.000000 seconds, Waiting for Server Response

    [2,5/7/2008 5:18:42 PM,0]220 ProFTPD 1.3.1 Server (DreamHost FTP) [208.113.245.155]

    [2,5/7/2008 5:18:42 PM,0]Host type (1): Automatic Detect

    [2,5/7/2008 5:18:42 PM,0]USER bootstrap

    [2,5/7/2008 5:18:42 PM,0]331 Password required for bootstrap

    [2,5/7/2008 5:18:42 PM,0]PASS (hidden)

    [2,5/7/2008 5:18:42 PM,0]230 User bootstrap logged in

    [2,5/7/2008 5:18:42 PM,0]SYST

    [2,5/7/2008 5:18:42 PM,0]215 UNIX Type: L8

    [2,5/7/2008 5:18:42 PM,0]Host type (2): Unix (Standard)

    [2,5/7/2008 5:18:42 PM,0]PWD

    [2,5/7/2008 5:18:42 PM,0]257 “/” is the current directory

    [2,5/7/2008 5:18:42 PM,0]CWD www.bootstrapimages.com

    [2,5/7/2008 5:18:42 PM,0]250 CWD command successful

    [2,5/7/2008 5:18:42 PM,0]CWD DaFence

    [2,5/7/2008 5:18:42 PM,0]250 CWD command successful

    [2,5/7/2008 5:18:42 PM,2]New connection OK. Reissuing command.

    [2,5/7/2008 5:18:42 PM,0]TYPE I

    [2,5/7/2008 5:18:42 PM,0]200 Type set to I

    [2,5/7/2008 5:18:42 PM,0]PASV

    [2,5/7/2008 5:18:42 PM,0]227 Entering Passive Mode (208,113,245,155,194,118).

    [2,5/7/2008 5:18:42 PM,0]connecting data channel to 208.113.245.155:194,118(49782)

    [2,5/7/2008 5:18:42 PM,0]data channel connected to 208.113.245.155:194,118(49782)

    [2,5/7/2008 5:18:42 PM,0]REST 2007040

    [2,5/7/2008 5:18:42 PM,0]350 Restarting at 2007040. Send STORE or RETRIEVE to initiate transfer

    [2,5/7/2008 5:18:42 PM,0]STOR DaFence.exe

    [2,5/7/2008 5:18:42 PM,0]554 DaFence.exe: invalid REST argument

    [-1,5/7/2008 5:18:42 PM,4]Transfer request completed with status: Failed, 1 SubItem(s) failed
    Perhaps this might help.
    The problem is NOT resolved and it’s not the fault of the ISP.
    Enough is enough!

  21. 21
    Cookie23 Says:

    I’ve found that some of the problem is DNS related (or ISP caching the old DNS data). Apparently some of the servers have changed IP addresses, or at least that was the case for Peso, Logging in from a different location gets a different ip from where here, one that actually works for logging in. The old IP for Peso now points to apache2-nads.pocky.dreamhost.com according to the dns at the other location.

  22. 22
    Shaun Says:

    If its the ISP’s problem, then why is it I can ftp upload files to another (non dreamhost) site? Also, why would this effect so many people from different ISP’s all at the same time?

  23. 23
    P. Snead Says:

    I was just successful using my AT&T connection to upload the same 13MB file to my client’s ftp site that failed to load on my Dreamhost ftp site this morning. I believe our Happy Dreamhost friends should look inward.

  24. 24
    Kleric Says:

    The listed fix here, doesn’t work. Go Dreamhost! You guys are awesome!

  25. 25
    aleks discodust Says:

    i am from germany and had ftp problems too.

    and currently i am not able to access my files via http at all.

    SIGH.

  26. 26
    Ryan Says:

    Hi guys, I think this is much larger and widespread than you think…. and it most certainly is not resolved.

    My site is down and I cannot access via ftp (or even the webftp) and it is midday in New Zealand with a lot of people trying to access the site today.

    I hope you haven’t gone off to bed in America yet ….

  27. 27
    Andy Says:

    So there’s no mention of the panel going down?
    https://panel.dreamhost.com/

    Temporarily Unavailable
    The web panel is temporarily unavailable while we perform maintenance on our database.

    Any idea when this is going back up?

  28. 28
    Dave Says:

    So, I thought I would check my email…nope.

    “Warning: mysql_connect() [function.mysql-connect]: Lost connection to MySQL server during query in /usr/local/squirrelmail-1.4.9a/plugins/dreamhost_virtualhosts/setup.php on line 281
    1044: Access denied for user ’squirrelmail’@'192.168.10.0/255.255.255.0′ to database ‘……..’”

    OK then, how about I have a look at the panel to see whats up…nope

    “Temporarily Unavailable
    The web panel is temporarily unavailable while we perform maintenance on our database.

    [Sources: dreamhost] ”

    Um, I sure you guys are on this but, could you give us a hint?

  29. 29
    Bill Turner Says:

    An hour ago I was able to upload a 69mb file to another, non-dreamhost site, with no issues.
    Blaming it on the ISP is a cop-out. I sincerely don’t understand…
    Perhaps it’s time to move on.

  30. 30
    JonC Says:

    SFTP seems to function, but my clients need to access via web browsers, as others have mentioned. I need regular ‘ol FTP, and I need it soon!

  31. 31
    Dragan Says:

    it worked for me on the third try

  32. 32
    Jud Says:

    I too am having problems with regular FTP. I am on Time Warner Road Runner in Los Angeles, just down the road from Dreamhost, so I shouldn’t be having too many problems. I’m trying the SFTP solution now and keeping my fingers crossed.

    Damn, damn, damn Time Warner if they are in fact throttling FTP… I’m paying for the “premium” service for a reason.

    DH, please let us know as soon as possible if it does seem to be a throttling problem so I can go bitch at their customer service reps.

  33. 33
    Why Says:

    I have always used SCP for transfers. Works a treat with encryption.

  34. 34
    cel Says:

    just encountered the connection drop prob. i’m with cablevision in NYC. switching to sftp helped

  35. 35
    K Says:

    Had the same problem on Verizon in Massachusetts, I can’t even upload relatively small files, this clearly is not an ISP issue and needs to be resolved immediately, not having FTP access is not acceptable.

  36. 36
    repete Says:

    I call bullshit. i’m using ftp to upload to another host for my next mission critical problem and the upload is going fine.

    So far the ftp upload dropped once on dh. Yeah, I used sftp earlier but I want to use ftp, and it’s BULLSHIT if I can’t.

  37. 37
    repete Says:

    haha, i said problem, i meant project……..DH has so many problems!!

  38. 38
    repete Says:

    yeah, the upload is stalling on dh but going fine at ‘the other host’

  39. 39
    repete Says:

    the fact that only 35 people have responded to a loss of ftp use-ability implies that many serious webmasters have left DH already.

  40. 40
    repete Says:

    and don’t lie to me about throttling

  41. 41
    dizi izle Says:

    yes, my ftp time out :(

  42. 42
    Vicki Says:

    this is NOT resolved!!! Dropping out every 10 minutes on my 1.5gb upload!

  43. 43
    Brock H. Says:

    SFTP fixed the problem for now (thanks for that), but I’m with others who say it’s not an ISP problem.. I can upload and download with no problems from other, non-DH sites….. I’m just sayin. :P

  44. 44
    Chris H Says:

    Yep - same story. I’m not on any of the fingered ISPs, yet my FTP connections are constantly dropping. SFTP does solve it, but that is definitely just a workaround, not a satisfactory solution. Until the word does away with the standard FTP protocol, I need Dreamhost to support it!

  45. 45
    kokos Says:

    Techs of dreamhost UNDERSTAND it is not an issue with ISPs there is a problem at your end!
    I can upload with the same client the same files to another host but not to dreamhost!

  46. 46
    Brock H. Says:

    Hey am I supposed to be able to browse through the root directories of the server and see all the members of the server? Probably not.. you might want to fix that little security hiccup, DH

  47. 47
    cBoy Says:

    just sent you guys a support ticket. My problem is the opposite - SFTP stopped working for me across the board sometime during the last month. The connection problems occur for everybody whom is trying to connect to a SFTP account on my account - some of those users are on very large corporate nets that are likely NOT accessing the internet through a Roadrunner or Comcast etc. account. Right now, I have everyone on plain old FTP, but would very much like to go back to the secure protocol.

    Based on the wide array of access points that my clients are logging on from, I wouldn’t discount the theory that the problem may lie on the DH side of things.

  48. 48
    Chris Says:

    Yeah this sucks. I’m with Verizon Business DSL and it’s a hit or miss situation. I’ve stuck with dreamhost for a couple years through the other issues but if this one can’t be resolved quick I’m gone too. We use Sorenson Squeeze to encode and upload our nightly newscasts, which is our biggest draw for the website. It uploads with ftp and doesn’t have an sftp option. When I get here in the morning and see that the transfers failed after the encoding, I know I have a couple hours of work ahead of me doing all the encoding and uploading manually. Not to mention another night of the news not making it to the site which makes any news organization look bad.

  49. 49
    Brock H. Says:

    ok, our client in Texas doesn’t have an SFTP option, so this just isn’t going to work for us. You try telling a $400 million dollar company they need to switch all of their FTP clients in order to send us files from now on!

  50. 50
    David Says:

    I am in LA on Time Warner as well - SFTP fixed the ftp issues, but I still cannot see any of my own sites, log into any of my dashboards, or even log into the DH Web Panel without the sites spinning for at least 5 minutes before letting me in (if at all). However, DH support says there is something wrong with my browsers and not with them…yet, they seem to work for every other site except anything hosted at DH. So how exactly is this a problem caused by a browser and not DH?

    Such faulty logic amazes me.

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