Where to Find Help
Finding an answer
Which place helps you fastest depends on the kind of trouble you ran into.
Trouble establishing a connection
Start with the Network Configuration guide that lives in the wiki, before trying anything else.
Work through it carefully and carry out each step as written — everything needed is in there, and going through it first spares both you and the people answering questions a great deal of time.
The wiki
Most recurring problems already have a written answer in the wiki.
Contributions are welcome, keeping in mind that a wiki collects solutions rather than questions.
Pages worth opening first:
Knowledge base
A further pile of practical articles about the free client and about FileZilla Pro sits in the knowledge base.
Forums
When none of the above settles the matter, put the question to the forums.
Run a search over past threads first — the odds are good that somebody has already asked the same thing.
Write generously: describe what happens in detail, name your operating system and the exact program version, and attach a log whenever you can.
Filing a defect
Keep in mind that "how do I ..." questions and general help requests belong in the forums, not in the bug tracker.
Read the points below before opening a report; following them saves time for you, for the volunteers and for the developers:
- Check that you are on the newest version. Older releases are not supported.
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Use an official build fetched from filezilla-project.org.
A copy taken from a "portable apps" collection is the responsibility of whoever assembled that collection.
A copy installed through a distribution's package manager, as is common on Linux, is the responsibility of that distributor. - Search the tracker, closed entries included, in case the same fault is already recorded. If it is, add a comment only when you have genuinely new details; a bare "same here" helps nobody and buries the useful information.
- When opening a fresh report, state the program version together with the name and version of your operating system.
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Spell out exactly which actions bring the fault on.
Too vague: "Uploading a file crashes FileZilla".
Useful: "Dragging a file from the local list onto a folder in the remote tree crashes FileZilla". -
Include the message log when you can. Switch the interface language to English, raise the debug level to 3 in the settings, restart the program, connect, reproduce the fault, then copy the whole log and attach it.
Hand the log over untouched. Masking addresses or file names almost always strips out the very detail that would have explained the problem. - Stay reachable for follow-up questions and supply whatever additional data is requested, otherwise the report will simply be closed unresolved.
- Allow time. Tracking a fault down and correcting it is rarely quick.
Reports are opened at the bug tracker.