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| troubleshooting 2009-04-28 | troubleshooting 2024-09-25 (current) | ||
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| ====== Troubleshooting ====== | ====== Troubleshooting ====== | ||
| + | |||
| ===== General Hints ===== | ===== General Hints ===== | ||
| When facing an issue with WinSCP, following resources and hints may help you to resolve the issue yourself: | When facing an issue with WinSCP, following resources and hints may help you to resolve the issue yourself: | ||
| - | * Try to find solution in [[faq|F.A.Q]] or in this [[start|documentation]]. Use //Search// box on the right, | + | * Try to find solution in [[faq|F.A.Q]], in our numerous [[guides|guides]] or in this [[start|documentation]]. Use //Search// box on the top right. |
| - | * If you are getting an error message, check list of [[messages|common error messages]]. | + | * If you are getting an error message, check the list of [[messages|common error messages]]. |
| - | * Try to find a solution in support forum. Again, use //Search// box on the right, this time check //Whole site//. | + | * Try to find a solution in tens of thousands answered questions on [[&forum/|WinSCP support forum]]. Again, use the //Search// box on the top right, but navigate to the forum before you do so. -- Alternatively, select //"Support forum"// in the search results. |
| - | * Make sure you are using the [[this>../download.php|latest version of WinSCP]]. | + | * There are hundreds of [[https://stackoverflow.com/questions/tagged/winscp|WinSCP questions answered on Stack Overflow]] and [[https://superuser.com/questions/tagged/winscp|Super User]] sites. |
| - | * If some feature of WinSCP is not working as you expect, check documentation of respective dialog box (use //Help// button). You may be missing configuration option or may not understand what the feature actually does. | + | * Make sure you are using the [[&download|latest version of WinSCP]]. |
| - | * If you wonder why some feature of WinSCP is not not available (is disabled/grayed), check documentation of respective dialog box (use //Help// button). | + | * If some feature of WinSCP is not working as you expect, check the documentation of the respective dialog box (use //Help// button). You may be missing a configuration option or may not understand what the feature actually does. |
| + | * If you wonder why some feature of WinSCP is or not available (is disabled/grayed), check the documentation of the respective dialog box (use //Help// button). | ||
| - | ===== Troubleshooting Connection Issues ===== | + | ===== [[connection]] Troubleshooting Connection Issues ===== |
| When you are not able to connect to the server: | When you are not able to connect to the server: | ||
| * Make sure you use [[protocols|protocol]] that the server supports. | * Make sure you use [[protocols|protocol]] that the server supports. | ||
| * Read guide for [[guide_connect|connecting to FTP/SFTP server]]. | * Read guide for [[guide_connect|connecting to FTP/SFTP server]]. | ||
| - | * Check [[faq_connection_refused|why WinSCP may not be able to connect to a server, when other clients are]]. | + | * Try if you can connect with other clients using the same protocol. |
| - | * Check other [[faq#connecting_to_the_server|F.A.Q. on connection]]. | + | * If you can connect with another client, see [[faq_connection_refused|*]]. |
| - | * If you are getting an error message, check list of [[messages|common error messages]]. | + | * When using SFTP/SCP, it may be useful to try to connect with an SSH terminal client (such as [[&url(putty)|PuTTY]]). You may get some useful messages back on the terminal screen. |
| + | * Check other [[faq#connecting|F.A.Q. on connection]]. | ||
| + | * If you are getting an error message, check the list of [[messages|common error messages]]. | ||
| * If the server refuses to accept your connection or drops the connection suddenly, you should better check the server (e.g. its log file) first to find out the reason. Contact the server administrator if you cannot check the server yourself. | * If the server refuses to accept your connection or drops the connection suddenly, you should better check the server (e.g. its log file) first to find out the reason. Contact the server administrator if you cannot check the server yourself. | ||
| - | ===== Troubleshooting Scripting/Automation Issues ===== | + | ===== [[scripting]] Troubleshooting Scripting/Automation Issues ===== |
| When you are facing issue with [[scripting|scripting/automation]]: | When you are facing issue with [[scripting|scripting/automation]]: | ||
| - | * Read guide for [[guide_automation|automation/scripting]] and other [[guides#scripting_automation|related guides]]. | + | * Read guide for [[guide_automation|automation/scripting]] and other [[guides#scripting|related guides]]. |
| - | * Check [[faq#scripting_automation|F.A.Q. on scripting/automation]]. | + | * Check [[faq#scripting|F.A.Q. on scripting/automation]]. |
| - | * If you are getting an error message, check list of [[messages|common error messages]]. | + | * If you are getting an error message, check the list of [[messages|common error messages]]. |
| - | * Turn on [[logging|logging]] and check the generated log file to see if WinSCP actually does what you want it to do. | + | * Turn on [[logging|session logging]] using [[commandline#logging|''/log'' command-line switch]] and check the generated log file to see, if WinSCP actually does what you want it to do. If you are having problems with password authentication, enable password logging using [[commandline#logging|''/loglevel=*'' command-line switch]] and check the log, if a correct password is being used. \\ <code batch> |
| + | winscp.com /ini=nul /script=script.txt /log=script.log /loglevel=* | ||
| + | </code> | ||
| + | * If no session log is created, chances are that some error prevented WinSCP from starting, creating a log, or starting a session. Check WinSCP console output for any error. It is recommended to execute ''[[executables|winscp.com]]'' from an existing console window (such as from Windows Command Prompt – ''cmd.exe'' or PowerShell). \\ &screenshotpict(scripting_debugging) \\ The ''winscp.com'' inherits the console((A ''winscp.exe'' always creates a new console that closes when WinSCP finishes.)) and when it exits with an error, the error is preserved on the console, allowing you to inspect it. | ||
| + | * See also [[guide_debugging_scheduler|*]] or \\ [[faq_batch_file|*]] | ||
| + | * If you cannot log in or transfer the file using a script, yet you can log in or transfer the file in GUI, see [[faq_script_vs_gui|*]] | ||
| + | |||
| + | ===== [[timestamps]] Troubleshooting Timestamp Issues ===== | ||
| + | When the file timestamps you see in [[ui_file_panel|file panels]] are not what you expect them to be; or [[task_synchronize|synchronization]] does not work: | ||
| + | * Read documentation on [[timestamps]]. | ||
| + | * Read about [[faq_synchronize|common problems causing synchronization not to work]]. | ||
| + | * With [[sftp|SFTP]] and [[ftp|FTP]]((For FTP this is specifically mandated for ''[[ui_login_ftp|MLSD]]'' command. With obsoleted ''LIST'' command, behavior is undefined.)) protocols, both client and server need to use UTC timestamps. | ||
| + | * Common problem is that the server misinterprets the UTC timestamps. | ||
| + | * To see how WinSCP and the server communicate the timestamps, turn on [[logging|session logging]] and check the generated log file. | ||
| + | |||
| + | When inspecting the session log, look for following entries: | ||
| + | |||
| + | * Directory listing, including UTC file modification timestamps: | ||
| + | |||
| + | <code> | ||
| + | ..;D;0;2013-04-24T08:43:23.000Z;"" [0];"" [0];rw-rw-rw-;1 | ||
| + | .htaccess;-;33;2004-11-10T20:46:46.000Z;"" [0];"" [0];rw-rw-rw-;3 | ||
| + | commandline.txt;-;9390;2013-04-15T09:01:52.000Z;"" [0];"" [0];rw-rw-rw-;1 | ||
| + | config.txt;-;4490;2013-04-17T06:31:36.000Z;"" [0];"" [0];rw-rw-rw-;1 | ||
| + | contributions.txt;-;1865;2012-08-24T07:08:58.000Z;"" [0];"" [0];rw-rw-rw-;1 | ||
| + | directory_cache.txt;-;1892;2011-07-30T18:24:52.000Z;"" [0];"" [0];rw-rw-rw-;1 | ||
| + | dragext.txt;-;4329;2013-04-09T11:50:48.000Z;"" [0];"" [0];rw-rw-rw-;1 | ||
| + | </code> | ||
| + | |||
| + | * Modification timestamp being set on target file after file transfer (SFTP): | ||
| + | |||
| + | <code> | ||
| + | Preserving timestamp [2009-02-26T21:15:50.000Z] | ||
| + | </code> | ||
| + | |||
| + | * Timestamp comparing during synchronization: | ||
| + | |||
| + | <code> | ||
| + | Local file 'D:\Documents\wiki\config.txt' [2013-04-24T09:41:04.922Z] [4546] is modified | ||
| + | comparing to remote file '/home/martinp/httpdocs/wiki/config.txt' [2013-04-17T06:31:36.000Z] [4490] | ||
| + | </code> | ||
| + | |||
| + | If this does not help you, and you decide to seek [[support]], make sure you include a complete session log in your report, showing the above entries. Also mention a specific file that demonstrates the problem, what timestamp and behavior do you see; and what did you expect and why. | ||
| + | |||
| + | ===== When you are not able to help yourself ===== | ||
| + | Learn what [[support|support]] you may get to WinSCP. | ||