Sitoo Web

 

Troubleshooting Publishing

Below, you will find a list of the error messages you may receive during publishing or while configuring the publishing settings and how you solve their respective issues.

See also

  • Troubleshooting Sitoo Dynamics

Failed to connect to the ftp server

Cause: This message will appear in the following scenarios:

  • The server address, the username or the password to the FTP-server is incorrect.
  • Sitoo Web is blocked by an anti virus program or firewall.
  • The server is unavailable (not online or available on the Internet).
  • The server does not exist.

Meaning: Sitoo Web cannot contact the server controlling the file transfer.

Solution:

  1. Verify that all information is correctly entered; no typos or similar. Also make sure that there are no hidden characters, e.g. spaces or linebreaks before or after the information that was to be entered.
  2. Contact the webhost and check their server status. Possibly, there is a temporary disturbance which has rendered the server unavailable.
  3. Check that you are connected to the Internet (make sure that you can access the Internet and visit sites like Google or Bing).
  4. If none of the above is the cause, something on the computer locally is blocking the program from accessing the Internet. Make sure that Sitoo Web is allowed clearance in all anti virus software and firewalls.

Note: If #1, #2 or #3 definately is not the cause, #4 is always the cause; something on the local computer is blocking the program from accessing the Internet.


There is a mismatch between the website url and the ftp remote directory which needs to be resolved.

Do you want the program to search for the remote directory?

Cause: This message will appear in the following scenarios:

  • The address in the field "Website Url" is not correct.
  • The information in the field "Remote Directory" under "Advanced" is not correct (Sitoo Web can automatically find the correct information if the above item is correct; an automatic request for this will be send when you click "Verify Connection").

Meaning: When testing the connection, Sitoo Web will transfer a number of testfiles to the server which it then tries to contact the same way as a browser. This message means that Sitoo Web cannot access the files via the address entered in the field "Website Url".

Solution:

  1. When the error message is displayed, click "Yes" on the inquiry whether or not to search for the Remote Directory.
  2. If #1 does not solve the problem, see the next error message.

Failed to match the website url with remote directory

Cause: This message will appear in the following scenarios:

  • The address in the field "Website Url" is incorrect.
  • The FTP-server is not connected to the domain name (address).

Meaning: When testing the connection, Sitoo Web will transfer a number of testfiles to the webhost which it then tries to contact the same way as a browser. This message means that Sitoo Web cannot access the files via the address entered in the field "Website Url".

Solution:

  1. Verify that the "Website Url" is really the one you are trying to publish to (e.g. "http://www.sitoo.com").
  2. Contact the webhost. Possibly, this address is not connected to the FTP-server to which you are publishing.
  3. Contact the webhost. Possibly, there is a temporary disturbance in the webhosts DNS-servers which prevents contact with this specific domain name.

Note: This message is common when a server change recently has been made, when the client changed their webhost provider or similar. Note that it may take up to 72 hours (depending on the transition circumstances) for the domain name to point to the correct FTP-server. Contact the webhost for more information.


Failed to transfer files

    Webbhotellets server är full och kan inte emot fler filer.

    Fel anslutningsmetod används.

    FTP-servern hanterar inte flera samtidiga anslutningar.

Betydelse: Sitoo försöker spara information på servern, men servern avvisar det eller svarar inte (korrekt), ofta fast anslutningen verifierats korrekt.

Lösning:

Fel antal anslutningar

    Gå till menyn ”Publicera” > ”Inställningar för publicering” > knappen ”Avancerat” och ändra antalet anslutningar till ”1”.

Ifall servern är full

    Töm ditt konto hos webbhotellet för att kunna föra över på nytt. Kontakta webbhotellet för hjälp med detta om du är osäker. När tömningen är klar, välj då "Publicera" > "Publicera hemsida (allt)" i Sitoo Web för att överföra all information på nytt.

Ifall fel anslutningsmetod används

    Välj "Publicera" > "Inställningar för publicering" > "Avancerat" och byt metod under "Anslutningstyp" (standard är "Passiv").

Ett generellt tips som kan vara bra att testa är att skapa en ny mapp på din PC och publicera direkt till den mappen. Denna inställning hittar du också under ”Inställningar för publicering”. När filerna publicerats till mappen på din PC så får du i steg 2 använda ett externt ftp-program som överför filerna till webbhotellet.

This message is often shown even though the connection was verified.

Cause: This message will appear in the following scenarios:

  • The webhosts server is full and cannot accept any more files.
  • The wrong connection type is used.
  • FTP server does not handle multiple connections.

Meaning: Sitoo Web tries to save information on the server, but the server denies permission to do so or does not respond (correctly), often despite the fact that the connection was correctly verified.

Solution:

If the server is full

  • Empty your account on the webhost to be able to transfer again. Contact the webhost for help on this. When done, select "Publish" > "Publish Website... (all)" in Sitoo Web to transfer all files again.

If the wrong connection type is used

  • Select "Publish" > "Publishing Settings" > "Advanced" and change the connection type. "Passive" is the standard method.

Wrong number of connections

  • Select "Publish" > "Options for publishing" > "Advanced" and change the number of connections to "1".

The website is correctly transferred, but when I access it, the old one or an error on a blank page shows up!

Cause: This problem may occur for one of two reasons:

  1. The browser cache will display the old site, even though the update was properly saved on the server.
  2. No startpage is set.

Solution:

  1. Read about emptying the cache here::
    Empty cache
  2. Right-click the startpage in the content tree and select "Properties". "Filename" shall be "index.<extension>". The extension can be e.g. .htm", ".html", ".php" or similar (do not change the already entered extension). If this does not solve the problem, contact our support.

The website was correctly transferred, but when I access the site, the pages are all blank (empty)!

Mostly applies to pages containing services from Sitoo Dynamics, but may occur on other pages as well.

Cause: An anti virus program has scanned the files during upload and has removed information.

Solution: Make sure that there is an exception for Sitoo Web in all installed antivirus programs and firewalls. Contact the software provider for information on how to perform this in your version.

If you use F-Secure and this one is an earlier version than 2010, the problem sometimes occur despite the fact that an exception has been added. The antivirus program must the be uninstalled to solve the problem.


The websites translates correctly, but one or two specific files keep failing

Cause: This problem almost always occur for one of two reasons:

  1. The webhost account is full and no more files are acceptet during transfer.
  2. There is an antivirus program blocking the transfer.

Solution:

  1. Make sure that there is enough space and then try to transfer the files again (also try "Publish" > "Publish Website (all)").
  2. Make sure that there is an exeption for Sitoo Web in all antivirus programs, firewalls and security software on the computer and then try to publish again.