Troubleshooting

If you are having problems with SFTP Drive, our support team is here to help. Visit https://www.nsoftware.com/support/submit.aspx to submit a ticket. Please be as detailed as possible about your issue. It is also helpful if you generate and send a log file to support@nsoftware.com.

How to Generate a Log File

1. Navigate to the Settings tab.
2. Enable Write Log to a File and specify a local file.
3. Increase the Log Mode.
4. Click the Save Changes button.
5. Reproduce the issue.
6. Click the Stop button.

Note that the length of time it takes for any operation is increased when Debug logging is enabled. Additional logging of SSH packet communication is available through the LogPackets configuration setting in the Advanced Settings. The amount of data logged with these options enabled is substantial. We recommend enabling these settings for debugging purposes only.

Common Issues

Below you will find a list of common issues reported by our customers that you may find useful in troubleshooting a problem.

SFTP Drive fails to connect to a TLS-enabled FTP server

The drives mounted by SFTP Drive V2 work exclusively with SFTP servers. TLS-enabled FTP servers are not currently supported by the application.

SSH connection failed: Connection failed: No connection could be made because the target machine actively refused it.

A connection refused error indicates a TCP-reset flag was received when the connection was initiated. This can mean no process is listening on the specified port, the port is being blocked by a firewall, or the IP address is incorrect.

SSH connection failed: Timeout.

A timeout error is thrown when the remote host does not respond after the specified amount of time in the Settings tab. It could indicate a firewall, antivirus, or proxy is dropping the connection.

SSH connection failed: Could not bind to LocalAddress.

A bind error indicates the application was not able to bind to the default networking interface. This can happen if the machine has multiple networking interfaces. To resolve the issue, set the LocalHost value of the Advanced Settings to the IP address of your default network interface.