Knowledgebase

FTP (File Transfer Protocol) is one of the most common ways to upload and manage website files. If you cannot connect to your hosting account via FTP, it can delay website updates and troubleshooting. At DediRock, we frequently assist customers with FTP issues, and in most cases, they can be resolved with a few quick checks.

1. Common Causes of FTP Connection Failures

• Incorrect FTP hostname, username, or password

• Wrong port number (FTP typically uses Port 21; SFTP uses Port 22)

• Firewall or antivirus blocking the connection

• Passive/Active mode settings in your FTP client

• Server-side limits or restrictions

• DNS issues preventing hostname resolution

2. Basic Checks Before Troubleshooting

1. Verify Your FTP Credentials

   • Log in to your DediRock Client Portal.

   • Locate your hosting account details (FTP hostname, username, and password).

   • Make sure you are entering them exactly as provided.

2. Check the Correct Port

   • Standard FTP: Port 21

   • Secure FTP (SFTP/FTPS): Port 22 or Port 990 depending on configuration

3. Test Your Internet Connection

   • Ensure your own network is stable.

   • Try connecting from a different network to rule out ISP restrictions.

3. Troubleshooting Steps

Step 1: Try Passive and Active Mode

• In FileZilla or similar FTP clients, go to Settings → Connection → FTP.

• Switch between Active Mode and Passive Mode to see which works best with your network.

Step 2: Check Firewall and Antivirus

• Firewalls and security software sometimes block FTP.

• Temporarily disable them to test the connection.

• If it works, whitelist your FTP client.

Step 3: Use the Server IP Instead of the Hostname

• If DNS propagation is incomplete, using the server’s IP address may allow you to connect.

• You can find your server IP in the DediRock Client Portal.

Step 4: Reset Your FTP Password

• From your control panel or support request, reset your FTP password.

• Update your FTP client with the new details.

Step 5: Check for Too Many Failed Logins

• Multiple incorrect attempts can cause temporary blocks for security reasons.

• Wait a few minutes or contact DediRock support to lift the block.

Step 6: Try an Alternative Client or Protocol

• If FileZilla isn’t working, try another FTP client.

• Use SFTP (more secure) if your hosting account supports it.

4. When to Contact Support

If you still can’t connect after checking the above:

• Submit a Support Ticket.

• Provide your FTP username, client used, and the error message.

• Our team will review server logs and adjust configurations if necessary.

Final Thoughts

Most FTP connection problems come down to simple credential or configuration issues. With the right settings and checks, you can quickly restore access and continue managing your files.