Ftp access issue

Hi,

We have a user who can't connect to an ftp adress : ftp://impact3.intello.com/
With the credentials provided on his computer weither he uses filezilla or internet explorer and even flash fxp. On my end though, i can connect on the ftp using Filezilla or Internet Explorer (then i go on view and click on open the ftp site in explorer) and it works well.

On his computer, he can ping the ip adress but even with the ip adress he can't connect. In filezilla, he receives this error:  "ECONNREFUSED - Connection refused by server". In flash fxp he just receives an access refused error message.

In Internet Explorer though it,s more interesting. He can log with his credentials but when he click on view and click on open the ftp site in explorer, there is a windows mentionning the folder is read only and when he clicks on ok he receives this message:

An FTP authentication failure occurred while trying to retrieve the URL: ftp://impact3.intello.com/

Squid sent the following FTP command:

PASS <yourpassword>

The server responded with:

Login incorrect.

The credentials are good because he made it to the folder list!

Then i though it was either a Windows profile issue or proxy settings issue so i logued on his computer with my credentials and i got the same access issues that he have with his profile so it's not the proxy or the username because it works on my pc.

So there is something else that is blocking the connection on his pc but i don't know what it is. Windows Firewall is disabled and i desactivated the antivirus even though i was able to connect on my computer with the antivirus on. I just wanted to put the antivirus out of the equation.

Any ideas ?
richelieuhqAsked:
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richelieuhqAuthor Commented:
Hi again,

I forgot to mention that i also tested ftp connectivity by using filezilla on his profile and he can connect in our ftp with the account we use in our department. So it is not a protocol issue
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AlexPaceCommented:
Use an FTP client that can create a protocol-level trace log file.  Filezilla might be able to do that.  This log will show what happened last.
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richelieuhqAuthor Commented:
I tried with a couple of ftp client (also WinSCP) and the only information i got is connection refused.

The filezilla log gives this:

2013-10-04 15:02:21 5492 3 Erreur : Impossible d'établir une connexion au serveur
2013-10-04 15:02:21 5492 3 Statut : Attente avant nouvel essai...
2013-10-04 15:02:26 5492 3 Statut : Résolution de l'adresse de impact3.intello.com
2013-10-04 15:02:26 5492 3 Statut : Connexion à 209.44.102.41:21...
2013-10-04 15:02:27 5492 3 Statut : Échec de la tentative de connexion avec "ECONNREFUSED - Connection refused by server".
2013-10-04 15:02:27 5492 3 Erreur : Impossible d'établir une connexion au serveur

When i translate it means :

2013-10-04 15:02:21 5492 3 Error : Cannot establish connection on server
2013-10-04 15:02:21 5492 3 Status : waiting to retry...
2013-10-04 15:02:26 5492 3 Status : resolving ip adress impact3.intello.com
2013-10-04 15:02:26 5492 3 Status : connecting at 209.44.102.41:21...
2013-10-04 15:02:27 5492 3 Status : failed to connect on server
"ECONNREFUSED - Connection refused by server".
2013-10-04 15:02:27 5492 3 Error : Impossible establishing connectivity on server
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AlexPaceCommented:
This log shows a problem on the network level before any FTP authentication even happens... it can't even open a connection to port 21 on the server.  If the connection was actually REFUSED by the server then perhaps the address is wrong or the FTP service is running on a nonstandard port (something besides 21) or maybe the server has a whitelist of allowed IP addresses or maybe your network has an FTP proxy and the proxy has a whitelist... whatever the cause, this failure happens before FTP user authentication is attempted.
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AlexPaceCommented:
ps: When the network problem is resolved you will be able to use telnet to connect to the server on the FTP port and you will see the FTP welcome banner.
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richelieuhqAuthor Commented:
Ok

What do you propose to verify for a network issue ? I can ping the ftp adress, I can log in from internet explorer with the credentials he received. I see the folder list but to download/upload file, i click on view then i click on open the ftp site in explorer i can't connect but i was able to authenticate. I know that another window asking for credentials should pop-up but it,s not the case at that point.

It is something on his computer but can't figure what it is
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richelieuhqAuthor Commented:
I tested a connexion on our ftp server on his computer and it works so i think it's something about ftp connectivity on a public ftp adress. The domain name, intello.com, is not blocked in our proxy
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cmanglinCommented:
What happens if you try a public ftp non-authenticated site?  What about another browser such as Firefox? It's probably only public ftp authenticated sites. I'm having this problem on only IE as it works on Firefox fine.
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richelieuhqAuthor Commented:
I can access public ftp non-authenticated site in both firefox and Internet Explorer but when i want to go in view and show folder in explorer it opens in a new tab.

When i try to connect with filezilla, i get the same error message :

2013-10-04 15:02:21 5492 3 Error : Cannot establish connection on server
2013-10-04 15:02:21 5492 3 Status : waiting to retry...
2013-10-04 15:02:26 5492 3 Status : resolving ip adress impact3.intello.com
2013-10-04 15:02:26 5492 3 Status : connecting at 209.44.102.41:21...
2013-10-04 15:02:27 5492 3 Status : failed to connect on server
"ECONNREFUSED - Connection refused by server".
2013-10-04 15:02:27 5492 3 Error : Impossible establishing connectivity on server

I attached 2 printscreen. A refused connectivity attempt and a granted connectivity.
ftp.jpg
ftp2.jpg
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AlexPaceCommented:
Can you telnet to the blocked site on port 21?
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richelieuhqAuthor Commented:
I can't on port 21 but i can on port 23
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AlexPaceCommented:
That probably means either the FTP server is not running on the standard port 21 or that it is not accepting connections from your IP address.   If it was working you would see something like this when you telnet to port 21:  

220 Welcome to our FTP server

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richelieuhqAuthor Commented:
If i type:   ftp <ip adress of the site>  it will then show ftp> on the command prompt but again, no credentials are asked.

Just a reminder that this site on my computer with filezilla is working fine so it's not on the site's end.

What can i do to verify/fix this on his computer ?
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AlexPaceCommented:
You can type FTP CookieMonster and hit enter and still get the ftp> prompt.

Telnet to port 21 and you should see the FTP server's 220 hello message.  You should see the same message from your computer and his computer.  That will prove network-level  connectivity.
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richelieuhqAuthor Commented:
I have an exemple on the picture i joined below. From my computer, on wich i can connect on the ftp with filezilla, i can't by telnet by port 21, 23 or without specifying a port.

As you can see on the picture, with the ftp command i can connect and i can have the possibility to enter credentials and i can eventually login.

On his computer, like on my computer, he can't telnet but with filezilla, he gets the error message i posted and it's not only with his profile. With my Windows profile on his computer i have the same issue.
ftp.jpg
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AlexPaceCommented:
Use a space instead of a colon, like this: telnet aaa.bbb.ccc.ddd 21
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richelieuhqAuthor Commented:
I get the error that should sound like that in english:  cannot establish connection on host on port 21 failed to connect.

i typed  telnet 209.44.102.41 21 i also tried on port 23 with the same result
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richelieuhqAuthor Commented:
Even after reinstalling computer from image the problem persists. I tried all the test we did so far so i am puzzled on what to do next to solve this issue.

Any suggestions ?
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richelieuhqAuthor Commented:
What would be the next step in troubleshooting this issue ?
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AlexPaceCommented:
If you can't connect with telnet on port 21 and you are sure a locally installed firewall or security program isn't blocking the telnet program then the problem has to be either in the network or on the server... like maybe the server software has a list of allowed IP addresses and this computer isn't in the list.  Most likely the prompt for credentials you saw in the browser was just IE asking for them in advance and not really the server accepting the connection.

Anyway, to answer your question, the next thing I would do is try connecting to a known good external third-party FTP server with telnet and the other ftp clients.  If that works then you know it is an issue with the server.
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richelieuhqAuthor Commented:
I found that web site to do some test:  http://ftptest.net/

When i called the user to test, the connection to the server was functionnal!

I changed nothing since my last post so i guess the problem was a setting on their server.

In any case, this ticket can be close.

Thanks
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