Skip to main content

Unable to download from Cerberus Server

Comments

10 comments

  • Official comment
    Ian Butteriss
    Product Support

    Issue as seen in Windows Event Viewer:

    ===============

    Faulting application name: CerberusGUI.exe, version: 11.2.2.0, time stamp: 0x5ec83d6a

    Faulting module name: zlibwapi.dll, version: 1.2.11.0, time stamp: 0x5d2fdb8a

    Exception code: 0xc0000005

    Fault offset: 0x00010b1f

    Faulting process id: 0x11b8

    Faulting application start time: 0x01d63da5e8f09f33

    Faulting application path: C:\Program Files\Cerberus LLC\Cerberus FTP Server\CerberusGUI.exe

    Faulting module path: C:\Program Files\Cerberus LLC\Cerberus FTP Server\zlibwapi.dll

    Report Id: 4e3f7223-a99a-11ea-8d1e-90fba62ed2d8

    ===========

    Solution:

    Go to 'Server Manager' > 'Protocols' > 'FTP and FTPS' > 'Advanced FTP/S' > 'FTP Compression' and see if 'Allow MODE Z Compression' is checked? Here's a screenshot of the setting:

    If it is, please unselect it, and press '​Update' to save. You should then restart the Cerberus service via 'services.msc' and then retry your upload.

  • Mark

    Duh - spent all that time describing my problem and I couldn't even get the topic right.   Can't figure out how to edit my posting though.

    I can't upload to the Cerberus FTP server, not download from it.

    0
  • Ian Butteriss
    Product Support

    Hi Mark,

    Thanks for your post. We're going to create a support ticket out of this and have our engineering team investigate. If possible, please send me your email address and company information by emailing support@cerberusftp.com so we know who to credit our support ticket to. Thanks! -- Ian

    0
  • Ian Butteriss
    Product Support

    Hi Mark, also, if possible, it would be great to get a Cerberus log file containing the time period of when you experienced these issues.

    The log file can be found at the following location (usually entitled 'server.1.log' or similar (NOT the ui log):
    C:\ProgramData\Cerberus LLC\Cerberus FTP Server\log (or whatever drive letter you have the Cerberus application installed on.

    I'd like to see what Cerberus does in this situation. Thanks! -- Ian

    0
  • Mark

    Log file has been sent.  Thanks for checking into this!

    0
  • Ian Butteriss
    Product Support

    Hi Mark, thanks! Can you tell me where you sent the log file? I don't see it on the ticket I filed for you or here on this community thread?

    Thanks!

    0
  • Ian Butteriss
    Product Support

    Got it, so never mind, I will respond ASAP. -- Ian

    0
  • Ian Butteriss
    Product Support

    Mark, I replied to the ticket. I do see the crash in the log file. There is some more information that will help. Can you take a look and respond? Thanks! -- Ian

    0
  • Ian Butteriss
    Product Support

    Hi Mark, I just responded. Please ensure you follow my most recent advice. My original response had the advice backward. Thanks! -- Ian

    0
  • Mark

    Ian helped me fix my problem.  Turns out that I needed to unselect MODE Z compression:

    Can you go to 'Server Manager' > 'Protocols' > 'FTP and FTPS' > 'Advanced FTP/S' > 'FTP Compression' and see if 'Allow MODE Z Compression' is checked?  If it IS, please UNSELECT IT, and press '​Update' to save. You should then restart the Cerberus service via 'services.msc' and then retry your upload.

    Thanks for the quick assistance.  It's much appreciated!

    0

Please sign in to leave a comment.