HelioHost Posted March 27, 2023 Posted March 27, 2023 Username: N/A, Server: N/A, Main Domain: N/AHi, Today I tried to upload an edit via my FTP client to my website and repeatedly got a message saying ?Login Incorrect? and the number 530 is listed. I?ve not changed the settings in the FTP program for years, and this is the first time I?ve been denied access. This is the host address I?m using: ftp.greenvalleyrecording.heliohost.org This is the startup folder: /public_html/ My user ID is gvr590. The password in the FTP app has not been changed. Can you help me get re-connected? Thank you. Richard ???????????????Richard Rupert www.greenvalleyrecording.com ??Sent from Mail for Windows 10
Kairion Posted March 27, 2023 Posted March 27, 2023 Hi Richard, Could you please try to change your hostname (host address) from ftp.greenvalleyrecording.heliohost.org to tommy2.heliohost.org? Please also let us know if you are connecting to FTP, FTPS or SFTP and the server port you are using on your FTP client. Finally, could you please try to login with your account on https://heliohost.org/dashboard and let us know if you can successfully access your Plesk account?
HelioHost Posted March 28, 2023 Author Posted March 28, 2023 Thank you for your quick response. I have changed the host address as you?ve requested, but I get the same failure to connect. I am using an FTP app to upload my site (and have been using the same app for years). I am using Port 21 (assuming you mean ?remote port). I was able to access my Plesk account. Thanks again. ???????????????Richard Rupert www.greenvalleyrecording.com ??Sent from Mail for Windows 10 From: HelioHost Support Sent: Monday, March 27, 2023 5:21 PM To: greenvalleyrecording@windstream.net Subject: Re: [HH#973099] FTP Hi Richard, Could you please try to change your hostname (host address) from?ftp.greenvalleyrecording.heliohost.org to tommy2.heliohost.org? Please also let us know if you are connecting to FTP, FTPS or SFTP and the server port you are using on your FTP client. Finally, could you please try to login with your account on https://heliohost.org/dashboard?and let us know if you can successfully access your Plesk account? You may view the status of your ticket by visiting: https://helionet.org/index/index.php?showtopic=55449 Thank you, Heliohost support https://heliohost.org/ https://helionet.org/
Kairion Posted March 28, 2023 Posted March 28, 2023 Hi Richard, It is possible that your password got unsync when your account migrated from cPanel to Plesk. I am escalating your case to our root admins so they can check your account out.
Krydos Posted March 29, 2023 Posted March 29, 2023 Has your FTP app worked since you were moved to Plesk?
HelioHost Posted March 29, 2023 Author Posted March 29, 2023 I think so, but I?m not absolutely certain. I don?t often change my website. Thanks again for your attention to my problem. Richard ???????????????Richard Rupert www.greenvalleyrecording.com ??Sent from Mail for Windows 10 From: HelioHost Support Sent: Tuesday, March 28, 2023 9:46 PM To: greenvalleyrecording@windstream.net Subject: Re: [HH#973099] FTP Has your FTP app worked since you were moved to Plesk? You may view the status of your ticket by visiting: https://helionet.org/index/index.php?showtopic=55449 Thank you, Heliohost support https://heliohost.org/ https://helionet.org/
Krydos Posted March 29, 2023 Posted March 29, 2023 Does your app support SFTP? If so use the following Protocol: SFTP Host: 65.19.141.77 Port: 1373 Logon type: Normal User: gvr590 Password: <same as you use to login to Plesk> The other thing you can try is changing your password. Like Kairion already mentioned it might be possible that your FTP password and your Plesk password got out of sync, so changing the password to something else should sync them up again.
HelioHost Posted March 29, 2023 Author Posted March 29, 2023 I?m not sure what SFTP is, but I don?t see any option for it in my app. It?s an old program, but has been functioning well for years. It?s called WS_FTP95 LE. My wife uses it successfully with Dot Easy and it works there too. Sorry? I just downloaded a SFTP program, input your credentials and when trying to connect I got a dialog box that I don?t feel safe accepting. This is it: I don?t feel safe with that warning. Does it look okay to you? Regarding the password, I can change the password in the app, but I assume that?s the same password I use to access my account on-line, no? And I get in okay through a browser using the same password. It seems to be just an issue with getting in using the FTP app. So if it?s a syncing issue, you?re suggesting I change the password through the browser as well as in the FTP app, correct? Or can you sync them up? Please advise, and thanks again for your attention and help. Richard ???????????????Richard Rupert www.greenvalleyrecording.com ??Sent from Mail for Windows 10 From: HelioHost Support Sent: Tuesday, March 28, 2023 10:40 PM To: greenvalleyrecording@windstream.net Subject: Re: [HH#973099] FTP Does your app support SFTP? If so use the following Protocol: SFTP Host: 65.19.141.77 Port: 1373 Logon type: Normal User:?gvr590 Password: The other thing you can try is changing your password. Like Kairion already mentioned it might be possible that your FTP password and your Plesk password got out of sync, so changing the password to something else should sync them up again. You may view the status of your ticket by visiting: https://helionet.org/index/index.php?showtopic=55449 Thank you, Heliohost support https://heliohost.org/ https://helionet.org/
HelioHost Posted March 29, 2023 Author Posted March 29, 2023 Update: I changed my password in Plesk and in the FTP program, and still get a login failure. ???????????????Richard Rupert www.greenvalleyrecording.com ??Sent from Mail for Windows 10 From: HelioHost Support Sent: Tuesday, March 28, 2023 10:40 PM To: greenvalleyrecording@windstream.net Subject: Re: [HH#973099] FTP Does your app support SFTP? If so use the following Protocol: SFTP Host: 65.19.141.77 Port: 1373 Logon type: Normal User:?gvr590 Password: The other thing you can try is changing your password. Like Kairion already mentioned it might be possible that your FTP password and your Plesk password got out of sync, so changing the password to something else should sync them up again. You may view the status of your ticket by visiting: https://helionet.org/index/index.php?showtopic=55449 Thank you, Heliohost support https://heliohost.org/ https://helionet.org/
Kairion Posted March 29, 2023 Posted March 29, 2023 Hi Richard, Regarding the warning you mentioned, we are unable to see it because our email system does not work with binary attachments (files or images). To send a file or an image to our support email you would need to upload it somewhere and then send us a link to it. Now, about your login issue, could you please try to use the FileZilla FTP client (https://filezilla-project.org/) to access your account (through FTP as you were trying and through SFTP as Krydos explained)? This will help us to confirm or eliminate the possibility of your current FTP client started to have incompatibility issues with our servers when they migrated to the Plesk panel. Please note you will see a message like this one: https://tommy.kairion.eu.org/files/unknown_host_key.png That is expected and you can confirm the connection. Also, for your convenience, you can check the "Always trust this host, add this key to the cache" option, that way FileZilla will not ask you to confirm if you trust our server again.
gvr590 Posted March 29, 2023 Posted March 29, 2023 (edited) As I mentioned I have already installed a different FTP/SFTP program. Here is a link to the dialog box I get when I try to connect using the SFTP protocols you instructed. https://we.tl/t-AYyBgnFTcM When I attempt to connect using the FTP parameters, I simply get a message saying "access denied".. If after you've seen the dialog box I linked to you still want me to download and install FileZilla I will do that, but would prefer to hear from you first. Thanks again. I appreciate your efforts. By the way, this is the FTP/SFTP program I installed: https://winscp.net/eng/index.php Edited March 29, 2023 by gvr590 Added link to SFTP program
Kairion Posted March 29, 2023 Posted March 29, 2023 8 minutes ago, gvr590 said: As I mentioned I have already installed a different FTP/SFTP program. Here is a link to the dialog box I get when I try to connect using the SFTP protocols you instructed. https://we.tl/t-AYyBgnFTcM When I attempt to connect using the FTP parameters, I simply get a message saying "access denied".. If after you've seen the dialog box I linked to you still want me to download and install FileZilla I will do that, but would prefer to hear from you first. Thanks again. I appreciate your efforts. Oh, WinSCP is a good option as well, no need to install another client. You can click on "Yes" on that dialog box to allow the connection and save our server's host key to your WinSCP cache. Please let us know if after allowing/trusting the connection you can connect to your account.
gvr590 Posted March 29, 2023 Posted March 29, 2023 Still no joy. I tried using both FTP and SFTP with the new app. With the FTP attempt, I just get an "access denied" message. This is the dialog that I get with SFTP: https://we.tl/t-GDloob6VSF I'm sorry that this is such a difficult problem. But I appreciate your time in trying to fix it.
Kairion Posted March 29, 2023 Posted March 29, 2023 34 minutes ago, gvr590 said: Still no joy. I tried using both FTP and SFTP with the new app. With the FTP attempt, I just get an "access denied" message. This is the dialog that I get with SFTP: https://we.tl/t-GDloob6VSF I'm sorry that this is such a difficult problem. But I appreciate your time in trying to fix it. That screenshot shows the default failed authentication error (i.e., username or password incorrect). Could you please tell us if your current password has non-ASCII characters? If so, please try to change your password to one that has only ASCII characters, since we did receive some reports from users that were unable to login to some services while having passwords with non-ASCII characters (characters from another alphabets, accents etc.) and their issues were resolved when using passwords without those characters.
HelioHost Posted March 29, 2023 Author Posted March 29, 2023 Mine are all ASCII characters? upper and lower case letters and numbers chosen from 0-9. ???????????????Richard Rupert www.greenvalleyrecording.com ??Sent from Mail for Windows 10 From: HelioHost Support Sent: Wednesday, March 29, 2023 7:45 PM To: greenvalleyrecording@windstream.net Subject: Re: [HH#973099] FTP 34 minutes ago, gvr590 said: Still no joy. I tried using both FTP and SFTP with the new app. With the FTP attempt, I just get an "access denied" message. This is the dialog that I get with SFTP:?https://we.tl/t-GDloob6VSF I'm sorry that this is such a difficult problem. But I appreciate your time in trying to fix it.? That screenshot shows the default failed authentication error (i.e., username or password incorrect). Could you please tell us if your current password has non-ASCII characters? If so, please try to change your password to one that has only ASCII characters, since we did receive some reports from users that were unable to login to some services while having passwords with non-ASCII characters (characters from another alphabets, accents etc.) and their issues were resolved when using passwords without those characters. You may view the status of your ticket by visiting: https://helionet.org/index/index.php?showtopic=55449 Thank you, Heliohost support https://heliohost.org/ https://helionet.org/
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