Troubleshooting FTP Folder Access

The TLC FTP service is designed to be compatible with all Web Browsers; though most of our users access it using Internet Explorer. The information on this page includes solutions we developed for our users, and will be updated as we continue to learn.

Challenge:
The most common problem our visitors experience is caused by a setting with the newer versions of Internet Explorer. Microsoft has added a feature called "Passive FTP" which is set as the default when it's installed. Unfortunately, most corporate and personal firewalls will block this feature, allowing the user to login and then displaying an empty or broken FTP folder.

Resolution:
To resolve this problem, you need to disable the "Passive FTP" feature in Internet Explorer. Follow these steps to turn off this feature:

1. Open Internet Explorer to any webpage
2. From the "Tools" Menu, select the last option, called "Internet Options."
   
   
3. When the "Internet Options" Dialog box opens, scroll about a third down the window
4. Locate the "Use Passive FTP (for firewall and DSL...)" feature
   
   
5. Turn off this feature by removing the checkmark in the box to the right of the item
6. Click OK to close the Dialog box
7. Close your browser window (and any other open instances of Internet Explorer)
8. Try to login to the FTP site using a new browser window

Note : You can repeat these steps (turning this feature back on) if you wish to return to your original settings.