Troubleshooting FTP Connection Failures in Shared Hosting
**Description:**This comprehensive guide helps Brixly shared hosting customers diagnose and resolve common FTP access issues, including connection errors, authentication problems, and temporary service disruptions. It’s written for users with basic technical knowledge and focuses on self-service solutions without requiring server admin access.
Table of Contents
- Common FTP Connection Issues
- Step-by-Step Troubleshooting Guide
- Troubleshooting Specific Error Messages
- Practical Examples
- When to Contact Support
- Further Reading
Common FTP Connection Issues
- Connection refused or unable to connect
- Authentication failed (wrong username/password)
- Timeouts or slow connections
- Permission denied errors
- Cannot list directory or similar directory errors
Step-by-Step Troubleshooting Guide
1. Verify FTP Client Settings
Ensure that your FTP client (e.g., FileZilla, Cyberduck, WinSCP) is configured with the correct details:
- Host: Your domain name (e.g.,
yourdomain.com
) or server IP - Username: Full FTP username (may be
cpaneluser
orcpaneluser@yourdomain.com
) - Password: The correct FTP password
- Port:
- 21 for FTP
- 22 for SFTP (if enabled—see SFTP setup)
- Protocol:
- FTP – File Transfer Protocol
- SFTP – SSH File Transfer Protocol (if enabled)
- Encryption: Recommend Explicit FTP over TLS (more secure)
2. Check Username and Password
- Log in to cPanel and navigate to Files > FTP Accounts.
- Ensure you’re using the correct username for the account.
- If unsure, reset the FTP password in cPanel:
- Find your FTP account in the list.
- Click Change Password.
- Enter a new password and save.
Tip: cPanel main username/password can also be used for FTP.
3. Confirm Hostname and Port
- Use your domain name (e.g.,
ftp.yourdomain.com
) or the server IP. - If your domain is new or DNS has changed, use the server IP from your Brixly welcome email.
- Port 21 is standard for FTP; Port 22 for SFTP.
4. Test Passive Mode
Many networks and ISPs block active FTP. Passive mode is recommended.
- In your FTP client, enable Passive Mode:
- In FileZilla:Go to Edit > Settings > FTP > Transfer Mode > Passive.
5. Review Firewall and Antivirus Settings
- Temporarily disable your local firewall or antivirus and try connecting.
- Ensure outgoing connections on port 21 are allowed.
6. Try an Alternative FTP Client
- Download and install FileZilla, a free FTP client.
- Try connecting with the same credentials—this helps rule out client-specific issues.
7. Account Status and Resource Limits
- Log in to your Brixly Client Area to check for any account suspensions or resource limits.
- If your hosting account is suspended or over quota, FTP access will be blocked.
Troubleshooting Specific Error Messages
Error Message | Likely Cause | Suggested Action |
---|---|---|
530 Login authentication failed |
Wrong username or password | Reset password, double-check username |
Connection timed out |
Firewall, wrong port, or hostname | Use passive mode, check firewall |
421 Too many connections |
Too many simultaneous sessions | Close other FTP sessions, reconnect |
Permission denied |
Wrong folder, insufficient permissions | Check folder in cPanel, permissions |
Could not retrieve directory listing |
Firewall, passive mode not set | Enable passive mode in FTP client |
Practical Examples
FileZilla FTP Configuration
Host: ftp.yourdomain.com
Username: yourftpuser@yourdomain.com
Password: yourpassword
Port: 21
Protocol: FTP - File Transfer Protocol
Encryption: Require explicit FTP over TLS
FileZilla SFTP Configuration
Host: yourdomain.com
Username: yourcpaneluser
Password: yourpassword
Port: 22
Protocol: SFTP - SSH File Transfer Protocol
> SFTP requires SSH access to be enabled. If unavailable, please request via support ticket.
Resetting FTP Password in cPanel
- Log in to cPanel
- Go to Files > FTP Accounts
- Click Change Password next to the desired account
- Enter a new password and save
When to Contact Support
If you have followed all the above steps and still cannot connect, please submit a support ticket with:
- The exact error message(s) you receive
- The steps you have already taken
- Your FTP username and affected domain
- The FTP client and version you are using
This information helps us assist you quickly and securely.
Further Reading
- How to Create and Manage FTP Accounts in cPanel
- Using FileZilla to Upload Files via SFTP or FTPS
- cPanel Documentation: FTP Accounts
By following this guide, most FTP connection problems on shared hosting can be resolved without server admin access. If you need further help, our support team is always here for you!