Possible Causes:

1. The first thing to check is the specific version number of your program which is located on the Help >About dialog in your program. If the version listed there is earlier than the current version listed on our web site, please run the free update from our web site. Always check to see if the latest update solves the problem before proceeding with the rest of this troubleshooting guide.



2. The user ID and/or FTP password are mistyped.

   RETYPE your UserID and Password. The UserID and Password is assigned by us and must be the same for everyone connecting to DotNet.

   If you're not using an FTP site provided by TroopMaster Software, then you must obtain this information from your site provider.




3. Something is interfering, probably a firewall or a router. See below for a list of known issues.

   Problem #3 is the most common but you should first check items 1 & 2 (above) before attempting to troubleshoot a firewall. Many people also have more than one firewall. Windows XP Service Pack 2 installs its own firewall. Most firewalls (including the XP firewall) have a dialog where you can specify "exceptions"; i.e., programs that should not be blocked. Assuming your FTP user ID and password are entered correctly, you should find that dialog and add our program to the list. Procedures vary with the different firewalls. For specific procedures for the Windows XP Firewall, please see below.

   The problem could also be caused by a central firewall which commonly exists at businesses, universities, hospitals, etc. If you are operating in this type of environment, please check with your IT department.

   Marking our program as a firewall "exception" is far preferable to disabling the firewall. If you're not sure how to designate an exception, contact tech support for the firewall developer.

   Before making chaned to your firewall, please read the warning message below.

   If you are using a router, try bypassing it.

   For information on specific firewalls and settings that we are aware of, please see the 'Common Firewalls' topic below.

One possibility is that you have Use Passive Mode selected on the DotNet dialog and your FTP site requires "active" mode. If a Passive Mode option is available on your DotNet dialog, try turning it off. If that doesn't solve the problem, please turn Passive Mode back on.

However, this problem is usually the result of something interfering with the file upload/download process. Generally this would be a firewall or a router, but other programs can also interfere with the transfer process. Most firewalls have a way for you to specify cetain programs as "exceptions" that should not be blocked. Please see below for a list of programs that we know can interfere as well as possible solutions.

The problem could also be caused by a central firewall, which commonly exists at businesses, universities, hospitals, etc. If you are operating in this type of environment, please check with your IT department.

Marking our program as a firewall "exception" is far preferable to disabling the firewall. If you're not sure how to designate an exception, contact the technical support department for the firewall developer.

Before making chaned to your firewall, please read the warning message below.

If you are using a router, try bypassing it.

This can occur if the last user had difficulty uploading the web database or if he exited without unlocking the database. If you cannot get the database unlocked, you should have your database ADMINISTRATOR manually unlock the files using the Unlock button on the DotNet dialog.

The only firewall we are able to help you with is the Windows XP Firewall. If you have another firewall or security suite like Norton, MacAfee, AVG, Zone Alarm or one provided by your ISP we cannot provide specific help for your firewall. You should contact the manufacturer for your particular package for more information on how to add a program as an exception for their firewall or security suite.

Windows Firewall:

1. Click the Windows Start button and then go to Control Panel
2. In the Control Panel you should see either Security Center or Windows Firewall. Click this option to get to the firewall settings. You should see the status of your firewall (on or off).
3. If the firewall is off then this firewall is not active and something else must be blocking your connection. You should check your other firewall for settings to allow us to properly access DotNet.
4. If this firewall is on then you should see "Manage security settings for..." Windows Firewall. When you click Windows Firewall, this will open up a new window where you can turn off the firewall or add our program as an exception. Once you add PackMaster/TroopMaster to the exceptions list, you should be able to connect to DotNet. If you can not connect then your firewall exceptions may not working properly and you may have to actually turn off the firewall. If you cannot connect after turning off this firewall, there must be another firewall either on the local machine or in your internet connection.

Linksys (or other) Router: Download new firmware from the Linksys site.

Cisco Stateful Firewall: The only known solution is to temporarily deactivate it (see Warning below).

Content Protect: This is a "net nanny" type program. The only solution is to temporarily disable it.

Be Safe: This is activated by the Windows XP firewall. The solution is to mark our program as an exception in the Windows Firewall (see below).

Norton Antivirus: This can be run in a mode that checks all files being transmitted or received. The solution is either to deactivate that mode or to enter a list of files that should be treated as exceptions. To get a specific list of files being uploaded/downloaded by our program, please contact TroopMaster Software.

Norton Instant Scan: The only known solution is to temporarily deactivate it (see Warning below).

Zone Alarm: If operating in conjunction with Norton Antivirus, Zone Alarm may be set to block the Symantec Event Manager, which in turn will block DotNet. You can unblock the Event Manager through the Zone Alarm "Administration" option.

Windows Firewall: Please refer to the 'Unable to connect to FTP site' topic for information on disabling Windows Firewall.