topic Re: Webspace cant upload files in Business

Webspace cant upload files

RalphHVH — Tue, 01 Mar 2022 16:33:27 GMT

We have a website holtvillagehall.co.uk which is hosted by business plusnet and has been in use for years and new bookings data is uploaded weekly.

A while ago the uploading failed to work.

The upload is to ft.plus.net from our web design app netobjects fusion.

if i ping holtvillagehall.co.uk or holtvillagehall.plus.com it fails, is this a hint of problem.

I have tried to see if I can connect to ft.plus.net but to no avail.

I tried to get phone help but they say they will not help webspace hosting customers.

We need to get our website updated soonest so that hirers can get current information.

regards ralph

Re: Webspace cant upload files

MisterW — Tue, 01 Mar 2022 17:14:06 GMT

The upload is to ft.plus.net

@RalphHVH is that a typo , because AFAIK it should be ftp.plus.net

Re: Webspace cant upload files

RalphHVH — Tue, 01 Mar 2022 17:26:54 GMT

Yes I'm afraid it is a typo in my post.
The web design app has ftp.plus.net as the server name.

Re: Webspace cant upload files

MisterW — Tue, 01 Mar 2022 18:24:18 GMT

Are you trying to ftp from a non plusnet connection? It's a while since I've used my legacy webspace but I seem to recall that you can only ftp from a plusnet connection.

Failing that , it's likely that we're going to have to wait for one of the experienced plusnetbhelp team staff to pickup this thread.

Re: Webspace cant upload files

RalphHVH — Tue, 01 Mar 2022 18:30:47 GMT

Hi MisterW

We are trying to upload a webpage from the webdesign app called NetObject Fusion, which resides on our laptop with Windows.

This process has been carried each week for many years, the page is a text page showing a calendar month of hall bookings.

The upload now does not work.

I need to know if anything at Plusnet has stopped working.

Re: Webspace cant upload files

MisterW — Tue, 01 Mar 2022 19:06:00 GMT

What error do you get from the attempt to ftp ?

I'm not aware of any general problem with ftp to webspace. It is a legacy facility though which probably explains why customer support were not as helpful as they might have been.

If one of the help team don't respond, then I'll try and check ftp to my webspace tomorrow ( if I can remember my password!)

Re: Webspace cant upload files

RalphHVH — Tue, 01 Mar 2022 19:45:11 GMT

Hi MisterW

Thank you for helping me.

I contacted my son who is more familiar with ftp, he was able to log in to ftp, he could see the directory name, however could not list files. He suspects that the ftp server is sad!! Here is a copy of the dialogue.

C:\Users\User1>ftp ftp.plus.net

Connected to ftp.plus.net.

220-PLEASE NOTE: If you have a non-subscription account you

will only be able to login to this ftp server if you are

dialled into our network.

A Maximum of 4 concurrent connections are allowed to this

server, each session is limited to 256KB/s downloads.

220 Plus.Net FTP Server #1 ready

200 UTF8 set to on

User (ftp.plus.net:(none)): holtvillagehall

331 Password required for holtvillagehall

Password:

230 User holtvillagehall logged in

ftp> cd htdocs

250 CWD command successful

ftp> pwd

257 "/htdocs" is the current directory

ftp> ls

200 PORT command successful

150 Opening ASCII mode data connection for file list

Re: Webspace cant upload files

MisterW — Wed, 02 Mar 2022 09:12:23 GMT

@RalphHVH very strange!

I've just tried my webspace and I can access it fine via ftp. So there doesn't appear to a general problem with ftp.plus.net.

There are limits on the size of webspace and (i think!) bandwidth to/from your site, i wonder if that might be the problem. You can check the space usage from your member centre.

Re: Webspace cant upload files

Gandalf — Wed, 02 Mar 2022 12:29:44 GMT

Hi Ralph,

I'm really sorry to see you're having issues uploading files to your webspace.

I've checked your webspace allowance and it looks like you have 473MB left so that doesn't seem to be the issue.

I've refreshed the webspace component on your account, though I'm not confident that would help, so I've also raised a ticket (ref: 6003437) into our hosting partner, Hostopia, for some support.

Once I've got a response back, I'll update the ticket 222419247 logged Here which should be today or tomorrow.

Re: Webspace cant upload files

MisterW — Wed, 02 Mar 2022 12:41:23 GMT

Thanks Anoush

Re: Webspace cant upload files

bobpullen — Wed, 02 Mar 2022 19:28:58 GMT

@Gandalf ftp.plus.net is the Plusnet Homepages platform. It has nothing to do with Hostopia

Re: Webspace cant upload files

Gandalf — Wed, 02 Mar 2022 19:51:29 GMT

@bobpullen

I'll be honest I was scratching my head for about half an hour as my usual go to guy for webspace issues is out of the office, so I took a shot in the dark if Hostopia were able to support. Do you know how we can raise the issue and fix?

Re: Webspace cant upload files

Gandalf — Wed, 02 Mar 2022 23:57:07 GMT

@RalphHVH in the meantime, could you check if things are any different after I’ve refreshed the webspace component on your account?

I’m more hopeful now that this may have a positive effect given that the issue won’t be anything on Hostopia’s side. Thinking about it, they only take care of our CCGI.

Re: Webspace cant upload files

RalphHVH — Thu, 03 Mar 2022 10:25:02 GMT

Hi Gandalf

I must say thank you to you and others for trying to assist me with this problem.

Here is a refresh of the problems.

Looking at https://www.plus.net/help/broadband/about-your-plusnet-webspace/ in the section, ‘how do I see files’, there is a reference to ‘standard webspace’ and ‘Plusnet Hosting CGI’

I do not know which of these has our website on, there is no reference to our hosting in our Plusnet account, but it is obviously there somewhere.

I have tried logging into ftp.plus.net and most of the time this appears to work, I can ‘cd’, ‘pwd’, ‘ls’ and ‘put test.txt’. However it frequently stops with a message ‘Connection closed by remote host’ at which stage I have to ‘bye’ and start again. Is this a normal activity?

If you would find it useful I could let you know our password so you could try to login, (phone me).

We have tried again to use the ‘NetObjects Fusion 2015’ app on the laptop to ‘Publish’ a modified page such as ‘March’ or ‘April’ but it fails to do the upload.

Could there be anything within our webspace that is causing the upload of changed pages to fail?

Re: Webspace cant upload files

bobpullen — Thu, 03 Mar 2022 10:51:42 GMT

@Gandalf wrote:

Do you know how we can raise the issue and fix?

Assuming @RalphHVH is happy to relay the FTP password (not in this thread obviously), then it's one or Net-Ops to try replicating/investigating 👍

Re: Webspace cant upload files

Townman — Thu, 03 Mar 2022 11:18:48 GMT

@bobpullen

If it helps any ... I logged on, did a ls and it just hung...

PS C:\Users\kevin> ftp ftp.plus.net Connected to ftp.plus.net. 220-PLEASE NOTE: If you have a non-subscription account you will only be able to login to this ftp server if you are dialled into our network. A Maximum of 4 concurrent connections are allowed to this server, each session is limited to 256KB/s downloads. 220 Plus.Net FTP Server #1 ready 200 UTF8 set to on User (ftp.plus.net:(none)): ******** 331 Password required for ******** Password: 230 User ********logged in ftp> ls 200 PORT command successful 150 Opening ASCII mode data connection for file list

Killed it and did a dir - same result - it did not respond.

Rather looks as though anything which accesses the filestore kills the ftp session.

Re: Webspace cant upload files

MisterW — Thu, 03 Mar 2022 12:23:39 GMT

@Townman strange ! , looks like it's possibly account related. My account still works fine.

Are accounts split across different physical servers ?

Re: Webspace cant upload files

Townman — Thu, 03 Mar 2022 12:29:17 GMT

My account starts with "t".

Tried on a referral's account which starts with "b" - same failure.

Re: Webspace cant upload files

MisterW — Thu, 03 Mar 2022 13:02:45 GMT

Mine's 'w'

Re: Webspace cant upload files

Gandalf — Thu, 03 Mar 2022 13:25:03 GMT

Interesting, thanks guys for the testing. I've raised a NetOps task (ref: INFOPS-73202) with full details.

@bobpullen, cheers for the advice.

@RalphHVH, I can't provide NetOps your password in writing as that's generally the only way I'd talk with them, so I've added to the ticket 222419247 that you're happy for them to change your password as part of the investigation, if they need to. Let me know though if you're not comfortable with that.

Also, what's even more interesting is that I can ping your domain fine today, but not the plus.com version.

I'll let you know once I've got a response back from NetOps, which should be within 3 to 5 working days as they're busy folk nowadays due to how small their team is and I believe someone's recently left so they've undergone some changes.