How to get help

Customers and those trialing a product may open a support ticket. Before doing so, please check the site resources, as your question may be answered there. Also see how to diagnose problems.

When contacting support with a problem, always include the following:

• a stack trace (if an exception is being thrown)
• the section of the DEBUG level log file that illustrates the problem (see How to set up logging)
• the initial part of the log file that displays versioning information and your classpath
• the type of server you are accessing (include the version if possible), and, if possible, the server log file.
• the version of edtFTPj/PRO you are using, if that is not shown in the log file
• a copy of the Filezilla (or WinSCP) debug log file for a successful connection. If you can't get Filezilla or other clients to work correctly with your server, resolve this first before contacting us!

Please include as much information as possible; it will save you the time that it takes us to ask for it.

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