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Cannot upload or download entries "Download failed. Your data file did not transfer because…"

ArticleID: 121001
Category: Online Entries
Date Added: 1/2/2007
Date Last Updated: 8/28/2017

see also:

Cannot upload or download entries because your current data file is...
Cannot download entries "Web importing error/exception…"

Symptom

When attempting to download or upload entries to the ShoWorks Web, you receive a runtime error, or 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.

Solution

Go through the following checklist to locate and identify the problem:

Note:  The instructions vary slightly depending on what version of ShoWorks you may be running.  Note the use of "2016" versus "2012" 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 connect to the Internet.
  2. Turn "on" Passive FTP by going to Tools>Options>Application and placing a check in the box "Use Passive FTP". If this does not resolve the issue, reverse the process (uncheck the box) and proceed with the next step.
  3. Ensure that you do not have more than one instance of ShoWorks open (including the ShoWorks Access Companion) by restarting Windows, then starting ShoWorks and trying again. If this does not resolve the issue, proceed with the next step.
  4. Download and run the latest update patch (even if you are already running the latest version) of ShoWorks to reset any needed configurations http://fairsoftware.com/updates.aspx. Note: if you are using ShoWorks in a Remote Desktop configuration, this process must be done on the Server and the files manually reconfigured following these steps: http://fairsoftware.com/articledetail.aspx?AID=115004. If this does not resolve the issue, proceed with the next step.
  5. Turn "off" or temporarily disabling all Anti-virus and Anti-spyware applicationsb. If this does not resolve the issue, proceed with the next step.
  6. Contact your network administrator and have them ensure that the following conditions exist:
    • Open Port 80, Port 21, and Port 20
    • Whitelist the domains: fairmanager.com and fairwire.com and fairsoftware.com
    • Whitelist the IP addresses: 64.251.205.198 and 64.251.204.166 and 64.251.205.197
    • Ensure that the firewall does not have your IP address hidden.
    • Ensure that there is not a layer 4 web redirect issue in the firewall.
  7. Ensure that SIP ALG is disabled on your router. This is a VoIP setting that often causes issues. It should be turned "off". Contact your router manufacturer for instructions on how to both check and turn this off.
  8. If the above steps do not resolve the issue, reinstall ShoWorks. If this does not resolve the issue, proceed with the next step.
  9. Reset your IE Settings(Internet Explorer) settings to their default by following these steps: https://support.microsoft.com/en-us/kb/923737.

Test your connection:

The following is a test to ensure that your firewall and/or Anti-virus or Anti-Spyware (which should be temporarily disabled at this point) is allowing passage:
  1. From Microsoft Windows, choose "Start" then type "cmd" and press the ENTER key on your keyboard. 

     


    A black window appears with a command prompt.
  2.    cd C:\Program Files (x86)\ShoWorks 2016\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 7
  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.
         


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