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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Contact Technical Support

If you can't find the answers you need online, get in touch with our Technical Support staff.

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Professional Services

Need more than basic technical support? Our Professional Services team can help you deploy a complete solution.

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Technical Support Request Wizard

This technical support request wizard is designed to help you provide all the information that our technical support team needs to answer your questions and resolve your technical issues as quickly as possible.

Instructions - Read Carefully

Please read this entire page 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.

When you receive a reply from Technical Support, the subject line will include a unique ticket number in the following format:

RE: [Ticket: 6789] <Description of issue>

It is important that you send replies, logs, etc. to the appropriate ticket. Failure to do so will delay resolution of your issue(s).

Include Logs As Attachments

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

Serial Number

Note: If you have not yet purchased Robo-FTP, you will not have a serial number. Just check the “pre-sales” box on the support request form on the next page.

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

If you 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.

Logs

The process for generating logs varies depending on which product you are using and which version of that product you are using.

Robo-FTP Server

Robo-FTP Server can generate two log files – one for FTP and one for SFTP. Enable logging by launching the Server Console, choose Information, and select the Logging tab. Enable Server Logging and Log Raw Client Messages. By default, the logs are stored in the Robo-FTP Server installation directory and are named “Robo-FTP Server-sftp.log” and “Robo-FTP Server-ftp.log.”

Server Event Scripts use the same automation engine as Robo-FTP. If you are having an issue with a Server Event Script, please export a debug file from the Logging tab of the Configurator (Start → Robo-FTP Server → Script Settings). See this help file entry for more details: Debug Logging.

Robo-FTP 3.8 and later

The debug log shows all script commands and their responses along with protocol trace information and debugging information. The debug log is enabled by default when Robo-FTP is installed. The debug file can be exported to send to Technical Support from the Logging tab in the Configurator. See this help file entry for more details: Debug Logging.

Robo-FTP 3.7 or earlier

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 (Robo-FTP only, all versions)

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.

Have you read these instructions in their entirety?

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