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Troubleshooting FTP Connection Failures in Shared Hosting

Last updated on Aug 15, 2025

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

  • 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 or cpaneluser@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:
    1. Find your FTP account in the list.
    2. Click Change Password.
    3. 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

  1. Log in to cPanel
  2. Go to Files > FTP Accounts
  3. Click Change Password next to the desired account
  4. 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


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!