[thelist] need help diagnosing problem uploading file to website

[Steven Pierce]

Sarah,

I guess the first thing that I would ask, are they both using the same type
of FTP software,
and is it the same version.  Also I would be looking at the setting on the
FTP software.
I know that some of the sites that I try to use, some require the passive
setting, while
others do not.  Yes, I understand that one person never has a issue, and one
does.  So
if the one that does, has the setting (on or off) and the other one has it
always (On or off)
might explain it.

Can you look at the logs on the site to see if it shows anything??

Steven


On 3/23/06, Sarah Adams <mrsanders at designshift.com> wrote:
>
> I am responsible for maintenance and updates of a fairly large document
> repository-type site, which is based on a custom CMS that I built for
> the client. One of the users who regularly uploads documents to the site
> has, in recent months, complained to me a few times of not being able to
> upload documents to the site. After discussing the problem with her, I
> am at a complete loss as to where to go from here in trying to
> diagnose/fix the problem. I suspect I might be able to get a clue if I
> could observe the user in person, but that's not possible.
>
> Does anyone have any suggestions of where I should look next, or what
> further questions I should ask the user? (more details below)
>
>
> I believe the error is a timeout error. Here are 2 different error
> messages that the user has seen when experiencing this problem:
>
>   The page cannot be displayed
>   The page you are looking for is currently unavailable. The Web site
>   might be experiencing technical difficulties, or you may need to
>   adjust your browser settings...
>
>   Network Error (tcp_error)
>   A communication error occurred: ""
>   The Web Server may be down, too busy, or experiencing other problems
>   preventing it from responding to requests. You may wish to try again
>   at a later time...
>
> Here's some more info that may have some bearing on the problem:
> - the site is ColdFusion 6
> - the user is using Internet Explorer 6
> - only this one person and two people in her "team" have ever reported
> this problem, other people in the same office have no problems
> - this user is sometimes able to upload documents no problem, she says
> it's about a third of the time that she has this problem
> - when the document that she can't upload is emailed to another of her
> colleagues (not in her team), the colleague can upload it no problem;
> same if she emails it to me
> - the document is being uploaded from the user's hard drive, not a
> shared drive
> - the problem happens when trying to upload various file types,
> including Word, PDF, and PowerPoint, with reasonable file sizes, the
> most recent being about 3 megs
> - at my request, the user's MIS people looked into the problem,
> including running virus and spyware scans on her computer, and didn't
> find anything (although I still wouldn't rule out a problem on her end)
>
> --
> sarah adams
> web developer & programmer
> portfolio: http://sarah.designshift.com
> blog: http://hardedge.ca
> --
>
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