Q: My file transfer time is slow, or my upload time is substantially longer than my download time.
A: Many Internet connections (including many hi-speed ones) have a vastly different download speed from upload speed. Often the speed of downloading (transferring files to your computer) is substantially faster than your upload speed (transferring files from your computer to the Internet). Check with your Internet Service Provider for clarification on your connection speeds.
Internet congestion can also be a factor. Try accessing very large files during off-peak times (not prime time).
The server we use is one of the fastest in the industry, and we are on an extremely fast and triple redundant Internet connection (fiberoptic direct to the internet backbone) which has identical upload and download speeds. We constantly monitor our servers to insure reliability.
Q: I've just downloaded a file and it won't open or can't be used.
A: The file is likely damaged. Re-download the file, or have it re-uploaded again. If the file was not compressed, have it compressed and try again. If the file is very large, find a way to make it several smaller files rather than one large file. Try downloading the file using an FTP client software rather than a browser.
There is also a possibility that the wrong file extension has been put on the file. For example, the file may say ".zip" but is perhaps a ".jpg" in disguise. Open the file with a text editor and check the very first line. Somewhere on that line will be the type of file it actually is. Put the correct extension on the file and then try to reopen it.
A: The file has been damaged or perhaps been named with an illegal character. Try to delete the file using an FTP client software instead of a browser. If that fails, Contact us for removal.
Q: Files from my customers keep getting damaged, or my customers keep reporting damaged files.
A: If the upload/download was done using a web browser, particularly if the files are larger then 5 megabytes, try uploading using an FTP software client (like WinFTP or CuteFTP). This method of uploading and downloading is the recommended method. Also be sure that the file has been compressed. Try sending several smaller files rather than one large file.
Q: I've just uploaded a file but I can't see it.
A: You may be using an "Upload" account. This account does not normally show the file after upload since this would expose other files in this account. After uploading a file, you should receive a new page indicating that transfer was completed. Depending on your Internet connection and the size of the file being sent, it could take a long time to see this message.
If you have uploaded a file to a regular account (one that normally shows files after uploading) try logging out, and then back in. That will refresh the account and should list the file. Check the destination using a "Master" account password to see if the file is on the server. Check the Master accounts status to see if the account has reached it capacity. If an account has reached it's maximum capacity, it cannot receive files. Remove some of the stored files and try the upload again.
Q: Links in emails don't work.
A: 1] Does the email reader support links in messages? Try copying and pasting the link into a browser's address line.
2] New versions of Internet Explorer (because of a security patch) do not support this type of link (one containing "http://user:password@domainname.com/").
3] If a server error occurs, check that your link is correctly constructed.
Q: My login doesn't work.
A: If you have entered your login incorrectly 5 times in a row within a short period, the server will lock you out of the account. Contact us to unlock it again.