FTP access to web sites

As of 11:00 am 04/10/10 I have lost all ability to access my clients websites via FTP.

I have been working with these site using FTP for over a year...
I use a browser (IE6 or Firefox) Or I use FTP at the command prompt. with the same end result...
all attempts end with repeated requests for login name and password.

I can logon to my web host provider control panel and verify names and passwords and all i correct.
The techs at my web hosting provider can FTP from their computers usin the same names and passwords that I have setup in the FTP panel with the host.
I have tried 4 different computers within my office with the same results....
I use a router with T1 access with AT&T (hope AT&T has not made some type of change)
I have turned off the routers firewall, IP restrictions, site restrictions etc, No firewall on my computer, turned off my anti virus / spyware software, deleted cookies, saved passwords, cache, browser history etc from IE6 browser.
Still cannot ftp out to my sites...
I can  FTP.microsoft.com and it returns several directories and indicates that I am connected.
Help
Gary Grooms

ggrooms1939Asked:
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B HCommented:
they may have banned your ip address due to repeated bad passwords...

can you ftp to it from an unrelated internet connection?
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giltjrCommented:
Now, have they checked their ftp server logs when you are attempting to login?

When you enter in the password, do you get back a error messages or do you just get another prompt for the user-id?
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ggrooms1939Author Commented:
Thanks for the reply bryon44035
I have been on the phone most of the day with my host provider with this issue
No thaey have not banned /shutdown or restricted my sites in any way.
The tech support people could access all of my clients sites from their computer/workstations usin FTP.
As I have stated I have gutted my router of any thing that would restrict the FTP port access.
Also I am using passive mode ....
One thing I have found since posting my issue is that I cannot FTP any other computers in My office..
I have IIs on all computers and am using Win XP Pro
Any other ideas I hope???????
Gary Grooms
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ggrooms1939Author Commented:
Thanks giltgr:
Just get another prompt to logon..
Gary Grooms
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giltjrCommented:
I would suggest two things to start with:

1) Have  whomever controls the FTP server to check the server's log to see what it shows.

2) Run a packet capture from your side to see what you may see.

Although it is possible, I've never see a ftp server just re-prompt for user-id without issuing a error message.  If this ftp server is just re-issuing the prompt for the user-id it is obviously seeing an error of some type.

I would use a command line ftp client instead of using a browser.  Even MS's command line client will work for this testing.

Have you changed the password recently?  If so do you have any special characters in your password, like dollar sign or the at sign?  I have seen some server applications (web, ftp, telnet, ect.) that have problems with some special characters.  The at sign really causes problems if you are going through a proxy server.

Does the logon prompt come immediately or is there a delay before you see it?
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tprebulaCommented:
Check your internet explorer settings, there is an option to show how an ftp website is displayed. Also, have you checked the your security settings such as making the site a trusted site?
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ggrooms1939Author Commented:
Thanks giltjr:
So far the servers logs do not show anything (We cannot figure out why)
I have used the command line FTP with about the same result .
Command line FTP indicates I have connected to the server But when I try to login something returns a message that the login is not correct..
Will try to run packet capture as soon as I get off line here....
Its funny to me that I have 8 domains on this hosting server and I cannot get into any of the sites, Happened all of a sudden Today when I was uploading some files using coffeecups direct ftp program to upload some ffiles to one of the sites and all of a sudden it quit/died/kaput/....
I am going to try to access the server logs again a little later tonight to see if any entries have been made..
May delete the logs and try to ftp my site again to see if any fresh info is written to it..
As for special characters - My host server requires a strong password but I only use combinations of Upper and Lower case letters with numbers and the hyphen character.

The login prompt appears within approx 1/2 second after I transmitt the info..

Keep thinking...
Gary Grooms
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B HCommented:
ok, are you using the hostname to ftp to?  have you tried the ip address?

if they're not seeing the logs, i wonder if your hostname is pointing to an outdated ip address and you're really banging on someone elses ftp server now instead of the one you want

see if they can confirm the ip address your ftp server is listening on, and try direct to that... if it works, figure out why the hostname resolves to the wrong ip address
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ggrooms1939Author Commented:
Thanks bryon44035v3:

I have tried the ip address of all 8 of my clients web sites...
The tech people at my host server have no issue with logging into any of my sites usine the same syntax for browser or command line entry..
We have confirmed all of the IP address for the sites ...
I have contacted a friend of mine on a different ISP network and he has no trouble logging into one of my sites with the same User id and password that I use...
I am about ready to pull my hair out....
Currently re-checking my logs on the server and will run a packet capture routine when finished with the logs...
Help Help Help
Thanks
Gary Grooms
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ggrooms1939Author Commented:
Update:
Here is a sample of the servers log file, where loginname replaces the actual login name and the IP oo's
replace the actual  IP address
[2010/04/10 17:10:26] loginname 00.00.000.00: C="USER loginname" B=- S=331
[2010/04/10 17:10:26] loginname 00.00.000.00: C="PASS (hidden)" B=- S=530
 Thanks
Gary Grooms
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B HCommented:
good so you are hitting their server...  next logical step here i think, is to fire up wireshark on one of your machines, filter it for ftp, log it... clean up the logs to hide private info, and post here
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giltjrCommented:
According to the log you are getting return/reason code  331 entering your user-id.  This means that your user-id is a valid user-id, but you need to enter a password.

You are getting 530 after entering your password.  This means either your user-id, although a valid user-id, is not allowed to long to the ftp server or the password you entered is not valid.
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B HCommented:
...but the same username and password work from an unrelated internet connection... super interesting
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giltjrCommented:
Ah, forgot about that.  That seems to indicate that something in the path could be altering the password.
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ggrooms1939Author Commented:
Update:
Here  is a snippet of the packet capture log
Looks like it boils down to a dns issue...
Why would it change today during a file upload... Do not understand

15      9.167061      00.00.00.00      00.00.00.00      Syslog      syslog: failed dns request len=161,srcip=00.00.000.0 urll=xxxxxxx.xx.Local.domain_not_set.invalid

Thanks
Gary
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B HCommented:
that's a syslog entry, does that relate to the ftp that we're trying to get working?
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ggrooms1939Author Commented:
Thanks bryon44035v3:
I filtered my packet capture to only log activity to my host server...
When I try to login to the server the entry you see is what it returns...

Keep thinking!!!!!!!!
Thanks
Gary Grooms
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B HCommented:
ok so i guess you have a syslog server sending data to your host server ... that's ok, but it doesnt relate to this

could you configure your capture to include only "source port 21" OR "destination port 21"?

the session will go passive after authenticated, so we dont need to worry about the randomized passv ports

also, instead of 0.0.0.0 for all ip addresses it might be better troubleshooting wise to change them like, my.ip.addy and remote.ip.addy so we can tell the difference
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Dave BaldwinFixer of ProblemsCommented:
Does your web browser connect to your sites from that same computer?
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ggrooms1939Author Commented:
update:

Will do
GAry
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ggrooms1939Author Commented:
Reply to DaveBaldwin:

Yes I can connect to any or all of my clients using IE8 or Firefox

Thanks
GAry
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B HCommented:
if you're packet capturing program sucks, see if you can get wireshark up, it's pretty easy:

http://www.wireshark.org/download.html

and add this filter:
tcp.port eq 21
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ggrooms1939Author Commented:
Update:
Here is the capture for port 21 only

Begin report *********************************
No.     Time        Source                Destination           Protocol Info
     29 9.341507    38.113.1.225          192.168.0.6           FTP      Response: 220 AccountSupport FTP Server ready

Frame 29 (91 bytes on wire, 91 bytes captured)
Ethernet II, Src: Actionte_0b:64:db (00:0f:b3:0b:64:db), Dst: Intel_8f:c6:9a (00:16:76:8f:c6:9a)
Internet Protocol, Src: 38.113.1.225 (38.113.1.225), Dst: 192.168.0.6 (192.168.0.6)
Transmission Control Protocol, Src Port: ftp (21), Dst Port: backburner (2635), Seq: 7, Ack: 1, Len: 37
File Transfer Protocol (FTP)

No.     Time        Source                Destination           Protocol Info
     30 9.341603    192.168.0.6           38.113.1.225          FTP      Request: USER username

Frame 30 (73 bytes on wire, 73 bytes captured)
Ethernet II, Src: Intel_8f:c6:9a (00:16:76:8f:c6:9a), Dst: Actionte_0b:64:db (00:0f:b3:0b:64:db)
Internet Protocol, Src: 192.168.0.6 (192.168.0.6), Dst: 38.113.1.225 (38.113.1.225)
Transmission Control Protocol, Src Port: backburner (2635), Dst Port: ftp (21), Seq: 1, Ack: 44, Len: 19
File Transfer Protocol (FTP)

No.     Time        Source                Destination           Protocol Info
     31 9.405258    38.113.1.225          192.168.0.6           FTP      Response: 331 Password required for username

End Report********************************

Thanks
GAry Grooms
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B HCommented:
so he says 'password required' and your machine never sends the password?

hey can you type your password into notepad, clear text... and verify it shows up properly?  just to make sure you dont have a weird keyboard layout that changes a special character to something else
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ggrooms1939Author Commented:
Reply to bryon44035v3:
Yes I thought of this and have ruled this out because I cannot FTP any of my sites form any of the computers in my office. Desktops and laptops.... All with WinXP pro service pack 4..
It seems to me that it would have to be my ISP (AT&T) or my action tech router....
But why would I be able to ftp  microsoft.com and get a directory listing (appears to access that site)
I guess I need to find another site so that I can try to access it by FTP...
However I tried that in the AM today and it worked...
Thanks
Gary
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B HCommented:
yeah if you can access ms by ftp i dont think your router or isp is limiting you...

it's intersting your packet capture doesnt show you actually giving the password back, does it really end at the server telling you to give the password, and your machine never replies?

how'd you get xp sp4? :)
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ggrooms1939Author Commented:
Reply bryon44035v3:

Sorry I should have said service pack 3
Yes there were two more lines of traffic..
begin Traffic*********************************
32      9.405332      192.168.0.6      38.113.1.225      FTP      Request: PASS password
33      9.482545      38.113.1.225      192.168.0.6      FTP      Response: 530 Login incorrect.
End Traffic**********************************

The rest of the capture recorded the same thing as I repeatly tried to login....

I think I am getting tired .....
Been at  this computer since 5:00 am this am...
Thanks
Gary
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B HCommented:
have a good night - and when you wake up:

does your packet capture software show the password as it's sent in the packet?  does it appear to be the correct password with nothing added or removed?

it would be real interesting to see if we can get a packet capture from the web host, to see if what you send is what it receives

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ggrooms1939Author Commented:
Reply to bryon44035v3:

Yes I checked the syntax of  the login name and password that was returned by the server..
That might be a good idea to see what the host site capture would look like...
I will contact them tomorrow and get back on here after 1:00 PM CST tomorrow..
I  thank all of you for your interest/help...
Going home and go to bed now...
Many Many Thanks
GAry Grooms
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giltjrCommented:
Who controls the configuration of the actual FTP server?

Although it is normally not done, some FTP servers can be configured to allow or disallow user-ids to logon based on the source IP address.  It's possible that somehow the FTP server has been configured to block your user-id from your IP address.  In-fact the FTP server could be blocking any login from your IP address.

This is different than blocking at a firewall level.  This is either the actual FTP server or some other security module/program that is checking both IP address and user-id.

Is there a second user-id that you could be provided with temporarily to see if you can logon?
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ggrooms1939Author Commented:
Reply to  giltjr:
The host provider has complete control over the FTP server
However I have some control over my clients sites by being able to setup / add or delete FTP users and passwords.
I have control over setting up clients mail boxes , MySql databases, Domain add/delete/point etc,
I have control over the normal reseller / client control panel.
Anything above that is strictly the hosts control.
After having talked to the host tech support yesterday I am pretty sure that the host is not blocking anything...
I have setup a temp mailbox on another site so that I can furnish the email address in order to give you or bryon44035v3: the required info so that you can try to FTP the site in question to see if you can login with sucess. IF YOU WANT TO
Maybe if you use some ISP other than AT&T it wiil give us that mutch addirtional information to work with.
Thanks
Gary Grooms


Having said that - The tech I had on the phone was a first level support person..
When I call back today I am going to request a second level or higher person.
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giltjrCommented:
I would go to level 2.  The server is definitely telling you that it thinks something you provided is wrong.

If you do a packet capture you should see the password in clear text.  If you can verify that what you typed in is what is going out, then have the host provider do a packet capture to verify that what you sent is what they received will help a lot.   If you sent out the correct password and they received the correct password, they can then also tell if they are the ones sending out the 530 code.  If  the server is sending out the 530 code and the password flows through correctly, they need to figure out what is going on with the server.

I really doubt that this is something that AT&T is doing, at least from a ISP point of view.  If they are the host provider, then maybe.

I will hold up on the test account.

To summerize:

You do packet capture at the same time they do one.

You verify you sent out correct password.
They verify they received correct password.
They see what they sent out, 530 or 200.

If they sent out 530, they need to figure out why.
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ggrooms1939Author Commented:
Reply to giltjr:
I just got off of the phone with Blue Domino's tech support before I read your post...
Again it was a first level person and he stated that I need to make sure that I can or cannot ftp the site in question from outside my office...
I am going to the office of one of my clients to see if I can FTP from there..
Once I determine that I can or cannot FTP from a third party site I am to call back and they will eleavate the ticket to the next level....
Will post an update later.
Thanks
Gary Grooms

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B HCommented:
didnt you say that your friend from an unrelated ISP can ftp in with the same user/pass and it worked fine for them?

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ggrooms1939Author Commented:
reply to bryon44035v3:
Yes this is so...
However the tech person wants me to try again from at least one more place..
Go figure this one out...

Thanks
Gary
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webbster20Commented:
Try a test user.

Make a new user, easy pass, access it.


Then delete the user.
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webbster20Commented:
Also, what version of IE and have you tried another parties FTP program?
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Dave BaldwinFixer of ProblemsCommented:
Can you FTP between the machines on your LAN?
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ggrooms1939Author Commented:
reply to webbster20:

I have tried creating at least 5 new users on three of my clients sites and as for passwords I have tried at least 30 different combinations of letters numbers and other characters...
I have also deleted FTP users and recreated their FTP accounts with new passwords etc.

The tech people at Blue Domino have repeated the same process on their end to no avail..
I am going to create an account with another hosting company to see what happens.

Keep thinking
Thanks
Gary Grooms
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webbster20Commented:
If you need to, I may be able to scrape up one of my sites and create a test user for you with anon access
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B HCommented:
it's likely to work since you can ftp to microsoft, but in the end the current ftp host needs to get busy in their logs

1. you can ftp to microsoft
2. you cant ftp to your paid host, who you pay money to
3. you can ftp to your host from the outside world

1a. problem not on your side
3a. problem not with your authentication

that leaves an answer open for:
2a. wtf host provider
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ggrooms1939Author Commented:
Reply to bryon44035v3:

I agree ...
However I am going to set up a site on "GoDaddy"  for a new client...
He already has a registered domain with them ....
If i set up the site and have "godaddy" host my clients site and we can FTP to there then I will have a very powerful argument to blue domino to fix or I am moving.....
Gary Grooms
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B HCommented:
sounds like a plan - hopefully they value your money and want to keep you

else, ftp from a friends house and suck down all the files to a usb drive and push them up to godaddy

what's the max number of comments in an EE thread anyway :)
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giltjrCommented:
I don't know, but  this one is not even close to some of the big ones I've seen. :)
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ggrooms1939Author Commented:
Update
Well I travled to one of mu clients office in downtown LR and tried to FTP the main site that I have been working with and guess what..... I was able to FTP the site in a matter of milli seconds...
Now I will call my host back to see if we can kick this up a notch.
i do not believe they have anyone on their staff that would have any more knowledge than you folks but they hold all the command / control stuff if you get my drift..
Will keep you posted..
Gary
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ggrooms1939Author Commented:
Update:
OK ... I created a hosted account on "godaddy" and setup an ftp name and password for the new site...

All works well with Godaddy.
I logon with FTP in a flash..
Back to tech support...
Will keep you posted...
Gary
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ggrooms1939Author Commented:
Update:
I have talked to blue domino tech support as of 3:20 PM CST and they have created a ticket that will kick the issue upstairs so to speak..
Since I pay for premium support it should only take about 4 to 6 hour for them to get back to me..
Depends on how many tickets they have in front of me....
This tech support guy I talked with this time did not know how to capture packets sent to the server from me.....
Mabey the upstairs people will know how...
Gary
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giltjrCommented:
IF they manage the host they server they should have the needed authority to do a packet capture.  All they need to do is filter based on your public IP address.
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ggrooms1939Author Commented:
update
Blue Domino just sent me an e-mail requesting my ip address according to "whatismyip.com"
That was it...
I fed it to them  !!!! so lets us wait..
Gary
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B HCommented:
so if they never knew what your ip address was anyway, how could they say you were not banned from the system?
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ggrooms1939Author Commented:
Reply To bryon44035v3:

??????????
Maybe they just wanted to make sure that My ip address was the same as what they have recorded somewhere..
I just do not know....
Thanks
Gary
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ggrooms1939Author Commented:
reply to DaveBaldwin:
Yes I use the same computer to connect to all of my clients sites..
Has been working well for over a year now.
No I cannot ftp between machine in our office..
Sorry I have not replied to you sooner but in reviewing some of the responses I found some I missed.

Keep Thinking
Gary
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ggrooms1939Author Commented:
Respons to webbster20:

Sorry I have aslo missed your post also..
Yes that would be great.
Thank you very much
GAry
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ggrooms1939Author Commented:
UPDATE :
Well looks like this is the END:
Blue Domino cannot or will not fix or point me to someone who can help me...
It seems they are not willing or do not know how to captue the packets they are receiving from me...
I have been working with the "upstairs" tech people and it looks like they are at a loss.
If I cannot get this thing to work with blue domino I will have to go to the expense of moving myself and all of my client to some other hosting co.
Any good  ideas on a good company (inexpensive)
and some one I could contact that might be able to help. (I will pay within reason).. Yes that is tears you hear hitting the floor.
Also I would like to distribute the point out to each of you if this is acceptable/kosher/ethical etc
Many thanks to all of you for your kind and generous help.
Gary Grooms
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B HCommented:
sorry it didnt work out - but if they're unwilling to help, you're better off jumping ship now rather than when you have a far worse problem in the future (cant get to your files at all from anywhere)

i know you want inexpensive, but find the right mix of professional too... cheap is as cheap does.

i went with a $19/year webhost one time, worked great for 4 months, then they were totally offline for 30 days before i jumped ship, 30 more days after i left too.  they continue to send me invoices even after 2 years... i just keep forwarding back their cancellation confirmation.

go with something big, the support will be there when you need it
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giltjrCommented:
The company I work for has used Verio for close to 10 years now:

     http://www.verio.com/products/web-hosting/?gclid=CP_WuuHSgqECFRBx5QodtHWJZg

The only time we ever had a problem was a few years back when there was some major hurricane (they are in Flordia) and their backup generators failed.  We were down for 3 days.  They moved our host to another data center with more stable power and better generators.
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giltjrCommented:
I just did a search and if it is the same Blue Domino that it is the web hosting division of Coffee Cup Software.  I would expect these guys to provide much better support.

Do you have shell access to your servers?  Do you have su or sudo authority?
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Dave BaldwinFixer of ProblemsCommented:
Coffee Cup sold Blue Domino.  I like Hurricane Electric.  The engineers answer the phone but it's a do it yourself operation with shell access but no control panel.  Also the usual ones, GoDaddy, Dotster, and Network Solutions.  They all have their glitches from time to time.  Hostmonster and Bluehost seem Ok.  They're actually the same company and share the hosting facilities.  All of those are on the order of $10 to $12 per month, less if you pay by the year.  I also have a couple of others that I won't use.
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ggrooms1939Author Commented:
Response to giltjr: and DaveBaldwin:

Thanks for the leads...
I forgot that Blue Domino is connected to coffeecup software.. I guess that is where I got the lead to sign up with Blue Domino....
Any way I set up another domain on my daughters web hosting site ( Register.com) and guess what I can ftp my daughtesr site and my new site ...

Please someone tell me how I could distribute the points...
Thanks
Gary Grooms
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B HCommented:
hmm the points... i forgot about those... :)

... that's a good question really...  just accept multiple solutions, and click whichever ones you thought helped or were on the right track

you don't need to accept multiple posts from the same person, just pick the most relevant from each person you want to give points to
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giltjrCommented:
Points?  What are points?  :)

Not here for points.  I find the best way to learn is to try and help/teach somebody else and I'm here to learn.

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ggrooms1939Author Commented:
UPDATE:
I see blue Domino is still working on my Issue as of 04/16/10 6:20 PM CST....
If they dont resolve the issue within the next two days I am going to close this post and move on to another web host..
I have move one of my clients already to register.com and created a new site on godaddy.com
Both sites are working well and I must say the Tech support at register.com is great... VIA telephone and within 6 to 8 minutes...
Will give another update Monday night 04/19/10
Once again I thank all of you for your very kind and generous help...

Gary Grooms
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ggrooms1939Author Commented:
Update:

Here is the response I received Today (04/17/2010) from my host
Begnining of response*************************
Your ticket has been reviewed by Engineering and it was found that the IP 99.34.161.54 has been blocked by our FTP brute force monitor. It appears that it had registered 619 failed attempts within an hour on 4/10/2010. At this point we are requesting more information as to any reason why there were so many failed attempts. As it's possible malicious software on the PC could be responsible we would also recommend that you make sure that the anti-virus software on your PC is running and up to date with the latest virus definitions.

We apologize for any inconvenience this has caused. Please feel free to reply to this ticket with any information or questions and we can work on getting the IP un-blocked.
*End*
I am going to isolate my computer from my office network domain and run a deep scan on my computer with Sunbelt software's VIPRE to check for bugs....
Then maybe they will reconnect me and resolve the issue...
Thanks
GAry Grooms
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giltjrCommented:
How about that, after 7 days they found out what we had suspected from day one.  :)

I would suggest that you strongly suggest to them that they make this type of information available to their level 1 support and/or make it much easier for their level 2 support to find.
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B HCommented:
is 99....54 your ip address?  dang, my first comment at the top nailed it.  too bad your host's level 1 and 2 techs are so worthless :/

i doubt you have anything malicious running on your machine that causes this, it's probably a process that has the wrong password/username programmed...  i saw awhile back that it looks like you're sending syslog entries there - that's probably what's causing the ban, it's probably got the wrong password there.

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ggrooms1939Author Commented:
Reply to bryon44035v3:

It looks like you hit the nail on the head alright...

Will keep you informed...

Gary
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B HCommented:
i just wish we could have proved that back on the day you asked the question rather than those techs at your host telling you "you are not banned" instead of "we dont have access to that info".  
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ggrooms1939Author Commented:
Reply to  giltjr: and  bryon44035v3:

Sorry I missed your post..
All I can say is I have given their tech support people a lecture that they may never forget...
They may lock me out forever......

bryon44035v3:  Just to let both of you know...
I have much more faith in your knowledge than theirs....

I think that If I get to stay with them I will suggest they join Experts-Exchange to get some answers to their clients issues...
GAry Grooms
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ggrooms1939Author Commented:
Final Update:
After having an e-mail conversation with senior tech support people....
Yes they blocked my IP address because they apparantly thought I was trying to hack into their server...
I was told that they would remove the block this time but if it happened again my IP address would be blacklisted and they would turn me over to the authorities..

I responded that I did not understand what authorities they were talking about....
I retired from the Arkansas office of the Prosecutor Coordinator and the Pulaski County Arkansas Prosecuting Attorney..I have done programming and consulting for several agencies within the State of Arkansas, Several Law enforcement agencies and several cities and counties within the State.
I think I will send them a list of telephone numbers, Names of people to talk with at the Sate Attorney General's office, The State Prosecutor Coordinator, The Arkansas State Police, The Pulaski County Prosecuting Attorney and anyone else I can think of...
Also I believe I will request that they go ahead and file complaints with these agencies... If I can get them to do this then I will have my day in court....
Any way enough is enough....
I thank each and every one of you who have helped..
Gary Grooms
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ggrooms1939Author Commented:
All respondents were great
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Dave BaldwinFixer of ProblemsCommented:
I think you should start moving all your sites to better hosting.  If they're going to treat you that, they'll do it to others and one day they will be gone, out of business, because they've finally blocked all of their customers from accessing their own web sites.
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B HCommented:
thanks for the final update, i appreciated the closure!

it's amazing that they talk to a paying customer like that... :/

could they even produce logs?  well, that's neither here nor there... i'd move far far away from them
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