How to Report Bug or Ask for Support

Before posting your support request:

• PLEASE, try to find a solution in support forum. Use search function.
• Try to find solution in F.A.Q or in documentation.
• If you are getting an error message, check list of common error messages.
• If you are posting error report, first try to reproduce the problem with the latest release. You may also see the version history to check whether it has been fixed already.
• If you wonder why some feature of WinSCP is not working for you or it is disabled (grayed), you may be using inappropriate transfer protocol. Please read chapter Supported transfer protocols.
• If the server refuses to accept your connection or drops the connection suddenly, you should better check the server first to find out the reason. Contact the server administrator if you cannot check the server yourself.

When posting your request for support or reporting bug, please include as much of the following information as you know:

• Version of WinSCP you are using.
• 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".
• 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. If the error message includes an additional information (there is More button), include them too. They are usually very important. 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.
• If possible you may also include log file with error reports. See Logging tab of Login dialog to turn on logging to file. Then login and do the operation and only the operation that causes the error. Then include the content of the log file in the post (if it is not too long). You may also mail me the log file, however please still post the support request to this forum, only with notice that you have mailed the log. Note that the passwords ARE NOT stored to log file.

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.

Thanks.