FTPS connection troubleshooting solutions
General
Check to make sure you are using the correct mode
Make sure that you are selecting Passive mode when you are connecting. Most FTPS clients will give you the option of picking either Passive or Active FTP, you want to confirm you are using Passive. You should be able to confirm that you are using Passive mode by going into the programs preferences.
Check your security software
Because of the type of connection used by FTPS, some security software may block the connection.
Ask your ISP
If you have checked the above information, and are still unable to establish an FTPS connection, check with your ISP. In some cases, your ISP may block the type of connection used when establishing an FTPS connection.
cPanel (New Web Hosting Control Panel)
Important: All FTP sessions require an FTPS connection along with TLS 1.2 protocol support for increased system security.
If you are having trouble establishing an FTPS connection, make sure that you have an internet connection. After you have confirmed you are connected to the internet, please make sure you have entered your FTPS settings correctly:
- Host or Address: ftp.your-site-here.net (replace your-site-here.net with your domain name).
- User or login: name@your-site-here.net (replace name with your full login ID and replace your-site-here.net with your domain name).
You can find the FTPS settings on the FTP Accounts page in cPanel. We suggest making sure that you are inputting your settings correctly in your FTP client.
Confirm your login ID and password
For accounts which were upgraded from our old Web Hosting Control Panel to cPanel: If you are the account owner and were previously using the default FTP login, you will need to create a new login within cPanel to use, as those logins will no longer be valid.
Make sure you are using the correct password; it's the same one used to access your Turbify account. If you have recently changed your password, make sure you are using your new password in the FTP client. Also, when you are typing in your password make sure that you are using the correct capitalization, for example, PaSsWoRd is different from PASSWORD which is different from password.
Note: In cPanel the Special FTP Account section is not currently used for FTP login credentials. All FTP users are created in the Add FTP Account and then listed in the FTP Accounts section.
Create a test FTP user
The most common FTP errors are: 530 Login authentication failed / can't establish connection. This usually means there is an issue with the username or password. If you're still getting the connection error after trying the steps above, try creating an FTP user account.
Contact Us
If you still cannot get connected successfully, please contact us.
