Some clients have problem connect to our FTP site

Hello Experts
We are running a Filezilla FTP server here.
The problem we are having now is under the setting of the passive mode, the IP address was used to setup as our internal IP address. It worked for some clients(don't know why,don't know how). Apparently it failed on other clients. Then we changed the IP address to our external IP address, and I assumed this should be the correct setting.
But the clients who were able to connect before are now having problem connecting.
They are getting exact error message says"Error: Failed to retrieve directory listing"
Please help
jimmy1829Asked:
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2PiFLCommented:

What client is being used?
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tljones00Commented:
Posting a session log would help tremendously.
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Rodney BarnhardtServer AdministratorCommented:
We occassionally have a problem with a client receiving errors. It is usually because they are trying to use Firefox as you would IE, to access FTP. However, Firefox does not have that built in ability. At other times, clients are using MAC's, which require and FTP program and not a browser to download. The only time we have clients who use IE and have a problem is due to a setting in IE. However the client is set up for Passive FTP, asked them to change it to see if that corrects the problem. I have attached a sample.
FTP.jpg
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jimmy1829Author Commented:
thanks guys
one thing I am really confused about is how could they connect when an internal IP address 192.168.1.35 for example has been setup under passive mode.
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2PiFLCommented:
Through a route (or conduit) through the firewall.
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jimmy1829Author Commented:
Here is the log file for the client who had problem before.
They are connecting fine to the server after we change the IP address from internal to external.
Then the other clients start to have problem
Command:            FEAT

Response:            211-Features:

Response:            MDTM

Response:            REST STREAM

Response:            SIZE

Response:            MODE Z

Response:            MLST type*;size*;modify*;

Response:            MLSD

Response:            AUTH SSL

Response:            AUTH TLS

Response:            UTF8

Response:            CLNT

Response:            MFMT

Response:            211 End

Command:            PBSZ 0

Response:            200 PBSZ=0

Command:            PROT P

Response:            200 Protection level set to P

Status:                  Connected

Status:                  Retrieving directory listing...

Command:            PWD

Response:            257 "/" is current directory.

Command:            TYPE I

Response:            200 Type set to I

Command:            PASV

Response:            227 Entering Passive Mode (192,168,2,149,6,52)

Status:                  Server sent passive reply with unroutable address. Using server address instead.

Command:            MLSD

Response:            425 Can't open data connection.

Error:                    Failed to retrieve directory listing
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jimmy1829Author Commented:
thanks 2PiFL
you mean the firewall will translate the internal address to external one?
Then why some clients have the problem while the other don't
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jimmy1829Author Commented:
also when I go to this page http://ip.filezilla-project.org/ip.php
why did it show my IP address as 127.0.0.1?
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2PiFLCommented:

Yes, the firewall will "tranlate" the outside address to the inside address.  Which side of the firewall are the users that cannot connect on?

Maybe because you are on the inside network.
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mp022Commented:
Try this:
On Filezilla client go to edit/settings/connection/FTP/Passive mode.
This varies a little depending on what version you are using, but It is probably set to use the server's external IP - change it to the other option.
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