ShoWorks Help Articles

Cannot upload or download entries

Symptom

When attempting to download or upload entries to the ShoWorks Web, you receive the following message:

Download failed. Your data file did not transfer because:

1. Your are not connected to the Internet.
2. Your network is behind a firewall that does not allow ShoWorks to connect.
3. The User Name/Password is incorrect.
4. You do not have a ShoWorks Web account.

Causes

One of the above reasons may be occurring OR you need to update ShoWorks 2006 with version 11.10 or newer and Microsoft Internet Explorer 7.0 or newer.

Solution

Go through the following checklist to locate and the problem:

Note:  The instructions vary slightly depending on what version of ShoWorks you may be running.  Note the use of "2006" versus "2009" as you should choose the appropriate wording.

1. Test to ensure that the machine that you are on is connected to the Internet by opening your web browser and going to any web page (try http://www.fairsoftware.com ) If you cannot get to this page, then you do not have an Internet connection available and interaction with online entries is not possible until you achieve one.
2. Check to ensure that you are running at least version 11.10 of ShoWorks by running ShoWorks and selecting Help>>About ShoWorks.  If not, you may download the latest version at http://fairsoftware.com/updates.aspx
3. Check to ensure that you are running at least version 7.0 of Microsoft Internet Explorer by running Internet Explorer and selecting Help>>About Internet Explorer.  If not, you may download the latest version at http://www.microsoft.com/ie
4. Test to ensure that you are not behind a firewall from your computer (Windows Firewall or a third party application installed on your computer), or in your office.  To do so, follow these steps:
   1. From Microsoft Windows, choose "Start" then "Run" and type "cmd" and press the "OK" button. 
      
       
      
      
      A black window appears with a command prompt.
   2. At the prompt, type exactly the following, then hit the Enter key on your keyboard:
         cd C:\Program Files\ShoWorks 2009\System 
      OR for ShoWorks 2006 users:
         cd C:\Program Files\ShoWorks 2006\System   
      Your screen should look like the following:
      
      If your screen does not look like the above, please check to ensure that you have not made any misspellings. 
   3. At the prompt, type exactly the following, then hit the Enter key:
      ftp fairmanager.com
      Your screen should look like the following:
      
      If your screen does not look like the above, then skip to step 6
   4. At the prompt, type exactly the following, then hit the Enter key:
      testftp
      Your screen should look like the following:
      
   5. At the prompt, again, type exactly the following (note: for security reasons, the characters you type at this particular prompt will NOT show up on the screen), then hit the Enter key:
      testftp
      Your screen should look like the following:
      
   6. At the prompt, type exactly the following:
      put tink.wav
      Your statement (before hitting the Enter key) should look like the following:
      
      After you hit the Enter key, your screen should look like the following :
      
   7. Your screen should match the above screens very closely.  Choose one of the following:
      • No - my screen does not match the screen(s) above.
        If your screen does not looks similar to the above then your network and/or computer settings do not allow for ShoWorks to communicate with the online entries (this is independent of what you do with your web browser).  You must contact your network administrator to tell them that your computer or network hardware is blocking traffic to our site.  Let them know that ShoWorks requires port 21 (called an ftp port) to be open.  In addition, all network hardware must not hide the IP address.  Until these two conditions are met, the above process will not be allowed and subsequently, ShoWorks will not be able to communicate with online entries.  Gladstone cannot provide technical assistance regarding computer and/or network configurations.
      • Yes - my screen matches or is very similar but I still cannot upload or download entries from the ShoWorks Web with my computer.
        If you do receive a similar screen above and are still experiencing problems downloading/uploading from within ShoWorks, one of the conditions apply:
        1. You do not have an account setup for the ShoWorks Web, in this case you can request an account here: http://fairsoftware.com/sweborder.aspx
        2. Your user name and password are incorrect, in this case, you should check the email that was sent to you when your account was setup to locate your user name and password.
        3. The ShoWorks Web is temporarily unavailable and you should wait a few minutes and try again.