Reporting Bug or Asking for Support
How to Effectively Report Bug or Ask for Support
When posting your request for support or reporting bug, please include as much of the following information as you know. If you do not know some of these information or if you suppose that some are irrelevant for the issue, please mention that as well.
- Version of WinSCP you are using (you should be using the latest version if possible).
- If the problem started to occur after upgrade, mention the last version of WinSCP which was working for you1).
- Version of Microsoft Windows you are running WinSCP on.
- Transfer protocol (SFTP, FTP or SCP). For SFTP include also the protocol version (if you ever succeeded to login). You can see it in Server/protocol information dialog as "SFTP-X".
- Mention if you use GUI or scripting/automation. If you use GUI, specify interface style you are using (Commander or Explorer).
- If you experience an error, include full error message. You may use
Ctrl+C to copy the message, then paste it (
Ctrl+V) to the post. Also check list of common error messages.
- Try to describe precise steps that lead to the problem (where do you click, what keys do you press, what do you see, etc.). If you are not able to reproduce the problem with the steps, it is probably not worth to report it as I will not be able to reproduce it (and solve) too.
- Software of the server you are connecting too (if you can get this information).
- For scripting/automation-related issues, include your full script, command-line you use to run WinSCP, and output you see on WinSCP console.
- If your problems relates to interaction with remote server, please post a full log file showing the problem.
To generate log file, enable session logging, log in to your server and do the operation and only the operation that causes the error.
For posting extensive logs you may use pastebin or similar website.
Note that passwords and passphrases are not stored in the log. You may want to remove other data you consider sensitive though, such as host names, IP addresses, account names or file names (unless they are relevant to the problem).
If you do not want to post the log publicly, you may email it to me. Though still you need to first post on the support forum, just mention that you are going to email the log. Otherwise your email will be ignored. Please include link back to your post in your email. You will find my address (if you log in) in my forum profile.
Register on the forum before you post. I may be able to deal with your issue only after some time, so I would appreciate if I have a contact to you.
Example of Bug Report
Subject: Open session in new window
While session is opened and the main window is shown, hold Shift and click on a saved session (in Session > Saved Sessions menu) in subfolder in order to open the session in new window.
It does not work.
Instead error message pops up saying: “Host does not exist”.
Using WinSCP 4.1.4 with “Commander” interface on Windows XP SP3.
It happens for any stored session in subfolder, regardless of protocol or server. So I’m not posting session log file as it seems irrelevant.
Example of Support Request for Scripting
Subject: Trouble setting server timeout via command line
I have a client with a slow FTP server, it takes 25 seconds or so to connect. Whenever I attempt to add the
-timeout=xxx switch to the end of my
open command, WinSCP just bails out. No session log file is even created. If I remove the
-timeout switch, it connects.
Here is the command line:
winscp.exe /console /script=test.txt /log=log.txt
Here is the script:
option batch abort
option confirm off
open user:pass@site -timeout=60
option transfer binary
After running the script I get following in console:
Too many parameters for command ‘open’.
Using WinSCP 4.0.7 on Windows 2000.