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Cannot Submit Technical Incident

Problem

You cannot submit a technical incident through ProPay because Port 21 is blocked by your router or firewall. Port 21 is used for FTP (File Transfer Protocol) connections.

Check If Port 21 Is Blocked

  1. Open your internet browser.
  2. Go to https://www.canyouseeme.org
  3. In the "Port to Check" field, enter 21.
  4. Click the Check button.
  5. Review the results to see if Port 21 is open or blocked.

Solutions

Router firewall blocking

If your broadband router's built-in firewall is blocking FTP traffic:

  1. Refer to your router's manual for specific instructions.
  2. Access your router's configuration settings.
  3. Locate the firewall or port forwarding section.
  4. Open or forward Port 21 for FTP traffic.

Computer firewall blocking

If your computer's software firewall is blocking Port 21:

  1. Access your firewall settings (e.g., Windows Firewall, third-party security software).
  2. Look for options to allow specific ports or applications.
  3. Add an exception or rule to allow traffic on Port 21.

Corporate network restrictions

If your corporate network blocks non-web or email traffic, including FTP:

  1. Contact your system administrator.
  2. Request permission to allow FTP traffic from your computer.

Testing With Another FTP Server

If you are still experiencing issues, try connecting to a different public FTP server to isolate the problem:

  1. Use an FTP client (e.g., FileZilla - available at https://filezilla-project.org/).
  2. Connect to a public FTP server, such as ftp.earthlink.net:
    • Server hostname: ftp.earthlink.net
    • Username: anonymous
    • Password: anonymous

    If you can connect to this server but not to ProPay's FTP, the issue may be specific to our server. In this case, please contact ProPay support for further assistance.

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