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:
- Invoice
- Purchase confirmation e-mail
- Top line of the Script Log
- Top line of the Robo-FTP console window
- Help | About menu of the Robo-FTP console window
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:
- Run the configuration utility and enable Script Log File from the Logging tab. This feature is enabled by default when the product is installed with a default file name of Robo-FTP_Script.log (stored in the product's installation directory).
- Use the LOG script command to enable the logging feature and specify path and file name for the resulting log file.
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:
- Run the configuration utility and enable Trace Log File from the File tab. This feature is disabled by default when the product is installed.
- Use the TRACELOG script command to enable the tracing feature and specify path and file name for the resulting trace file.
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:
- Run the configuration utility and enable Secure Session Log File from the Logging tab. This feature is disabled by default when the product is installed.
- Use the SESSIONLOG script command to enable the session log feature and specify path and file name for the resulting session log file.
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:
- Choose Export Settings from the File menu of the main program.
- Use the EXPORT script command to export the settings to a file.
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.