dferguson
28th July 2006, 12:04 PM
Many ezimerchant users have reported upload problems. Most problems can be solved easily. Below I have listed the most common problems that merchants will face when attempting to upload their web site.
Before I list the problems I will specify exactly what details you NEED to get right before the upload will function.
a) FTP Host Name - Absolutly vital that its correct. You can only get this from your hosting provider.
It can usually be ftp.yourdomainname.com or www.yourdomainname.com (http://www.yourdomainname.com) but sometimes its NOT. Ask your hosting provider.
b) Initial Directory - As vital as the Host Name, if you dont know it see below.
c) Username and password - Vital. If you are not 100% sure, ask your hosting provider, then call us and ask us to test them for you.
Now for the common causes and solutions:
1. ezimerchant version
ezimerchant versions 3.9.8f and below (down to 3.9.3) have a known issue with uploading.
Please update your version of ezimerchant to 3.9.8i or ABOVE.
2. Firewalls
The most common problem we see is 3rd party firewalls blocking ezimerchant from accessing your web server, which makes the upload fail.
If you have 3rd party firewall software such as Norton Internet Security etc please disable it before starting the upload.
In many cases disabling the firewall software is not enough, uninstallation is sometimes required. Please DO NOT underestimate the problems that firewalls cause! If I had a dollar for every client who swore black and blue they didnt have their firewall enabled/installed and it ended up being the cause, I wouldn't need to write in these forums any longer - I would be test driving a new Red Ferrari.
3. Passive/Port mode
Switch between the two modes to see if one or the other works. Usually PASV mode is OK, but sometimes PORT just works where the other doesnt.
4. Initial Directory setting
Most clients have no idea how to determin the initial directory setting as most hosting providers dont tell you.
If you are not 100% sure of what this settings should be, please contact us and have your FTP Hostname, username and password ready and we will connect to your web server and then advise you what it should be.
If this setting is not EXACTLY correct, your upload will NOT work.
5. US based webservers and discount hosting
US or other Internationally based web servers often have high latency. This means that it takes more time for messages to get to and from the server - which can cause time outs and sloooow uploads.
We reccommend www.myshophosting.com (http://www.myshophosting.com) - They have ultra fast servers located in Australia for extremly fast upload times compared to US based servers.
6. Server out of space
If your at your web servers space limit (at quota) the server will not allow you to upload any more files, causing the upload to fail. You should see an error message in the upload log (in red) advising you that you are out of space. If you see this message, contact your hosting provider and ask for more space.
7. Not being connected to the internet
Many clients seem to assume that ezimerchant has magic powers. For the record, ezimerchant Pro cannot upload your website unless your internet connection is ACTIVE AND WORKING. To test it, open up Internet Explorer and goto a site you havnt been to before. Like www.apple.com (http://www.apple.com) etc. If you can get to sites OK then at least you know your internet connection is functioning. Even if its working, other factors such as firewalls and incorrect FTP details can still stop it.. So check every detail.
Before I list the problems I will specify exactly what details you NEED to get right before the upload will function.
a) FTP Host Name - Absolutly vital that its correct. You can only get this from your hosting provider.
It can usually be ftp.yourdomainname.com or www.yourdomainname.com (http://www.yourdomainname.com) but sometimes its NOT. Ask your hosting provider.
b) Initial Directory - As vital as the Host Name, if you dont know it see below.
c) Username and password - Vital. If you are not 100% sure, ask your hosting provider, then call us and ask us to test them for you.
Now for the common causes and solutions:
1. ezimerchant version
ezimerchant versions 3.9.8f and below (down to 3.9.3) have a known issue with uploading.
Please update your version of ezimerchant to 3.9.8i or ABOVE.
2. Firewalls
The most common problem we see is 3rd party firewalls blocking ezimerchant from accessing your web server, which makes the upload fail.
If you have 3rd party firewall software such as Norton Internet Security etc please disable it before starting the upload.
In many cases disabling the firewall software is not enough, uninstallation is sometimes required. Please DO NOT underestimate the problems that firewalls cause! If I had a dollar for every client who swore black and blue they didnt have their firewall enabled/installed and it ended up being the cause, I wouldn't need to write in these forums any longer - I would be test driving a new Red Ferrari.
3. Passive/Port mode
Switch between the two modes to see if one or the other works. Usually PASV mode is OK, but sometimes PORT just works where the other doesnt.
4. Initial Directory setting
Most clients have no idea how to determin the initial directory setting as most hosting providers dont tell you.
If you are not 100% sure of what this settings should be, please contact us and have your FTP Hostname, username and password ready and we will connect to your web server and then advise you what it should be.
If this setting is not EXACTLY correct, your upload will NOT work.
5. US based webservers and discount hosting
US or other Internationally based web servers often have high latency. This means that it takes more time for messages to get to and from the server - which can cause time outs and sloooow uploads.
We reccommend www.myshophosting.com (http://www.myshophosting.com) - They have ultra fast servers located in Australia for extremly fast upload times compared to US based servers.
6. Server out of space
If your at your web servers space limit (at quota) the server will not allow you to upload any more files, causing the upload to fail. You should see an error message in the upload log (in red) advising you that you are out of space. If you see this message, contact your hosting provider and ask for more space.
7. Not being connected to the internet
Many clients seem to assume that ezimerchant has magic powers. For the record, ezimerchant Pro cannot upload your website unless your internet connection is ACTIVE AND WORKING. To test it, open up Internet Explorer and goto a site you havnt been to before. Like www.apple.com (http://www.apple.com) etc. If you can get to sites OK then at least you know your internet connection is functioning. Even if its working, other factors such as firewalls and incorrect FTP details can still stop it.. So check every detail.