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Frequently Asked Questions

The FAQ list is a great starting point for basic questions about what you can do with Robo-FTP.

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Knowledge Base

Our searchable knowledge base covers most of the common errors and implementation problems you are likely to encounter.

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Getting Started

Browse these tutorials and sample scripts to get up and running with Robo-FTP in minutes.

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Professional Services

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Read Carefully

Please read this entire document carefully. Failure to follow these guidelines and failure to submit all the requested information will delay resolution of your issue.

One Issue Per Request

Please submit one issue per support request. If you are encountering more than one problem, please open multiple tickets.

Include Logs As Attachments

Please include all logs (see below) as attachments. Do not paste them into the body of your message.

Serial Number

The serial number can be found in a number of locations:

If you do not have a serial number or cannot find your serial number please contact sales for assistance.

(512) 345-2211, option 1

Script

Script files are produced with the Script Wizard or manually using the Robo-EDIT script editor. Script files generally have a .s extension and are often stored in the directory where the product is installed.

Please refer to the Help file for more details.

Script Log

The script log file records all commands and status messages that occur when Robo-FTP is running a script or a user is executing commands in the Robo-FTP console.

There are two ways to enable this feature:

These instructions are based on the current version of Robo-FTP. Please refer to the Help file included with your copy of Robo-FTP for more details.

Trace Log

The trace log file records trace and diagnostic messages that may be helpful in trouble-shooting file transfer failures.

There are two ways to enable this feature:

These instructions are based on the current version of Robo-FTP. Please refer to the Help file included with your copy of Robo-FTP for more details.

Session Log

The session log file records diagnostic messages that may be helpful in trouble-shooting secure file transfer failures (SSH/SSL).

There are two ways to enable this feature:

These instructions are based on the current version of Robo-FTP. Please refer to the Help file included with your copy of Robo-FTP for more details.

Settings

Configuration information is stored in the Windows registry. This information may be exported to a file which may be helpful for diagnosing communications problems.

There are two ways to export settings:

These instructions are based on the current version of Robo-FTP. Please refer to the Help file included with your copy of Robo-FTP for more details.

Following Up

Once your request has been submitted you should expect a response within approximately one business day, depending on the support level for your product(s). The reply you receive will have a ticket number in the subject line of the email. You must reference this ticket number in all follow-up calls or emails related to this ticket. Failure to do so will delay resolution of your issue.

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