Q: I am trying to connect to the FTP site, but I get the following error: “ECONNREFUSED – Connection refused by server”
A: This is related to the security settings on our FTP site. Make sure that your connection entry indicates “TLS Explicit” for the encryption type. “TLS Implicit” or any other method will not work. You may also receive this error if you do not accept the security certificate prompt upon first connecting from a new server.
Q: I am trying to send a file to the FTP site, but I get one of the following errors: “550 Cannot STOR.”, “The filename is banned”, “Critical file transfer error”.
A: Our FTP site only accepts files that have been archived, with the file extensions of .zip, .rar, and .7z; if you are trying to send a .BAK or .MDF that has not been compressed into an archive file, the FTP site will prompt the above error(s).
Please ask your system administrator for assistance if you are not familiar with the compressing process.
Q: My transfer is taking a very long time to complete, why is that?
A: Transfer times are directly related to one or both of the following items: bandwidth and file-size.
In regards to bandwidth, Eagle Software has taken steps to increase the connection performance for our FTP site’s transfers, but there are still instances where your district’s internet connection may be overwhelmed by an active user base or otherwise slower than industry standards.
As for file-size, and this is true even for those without bandwidth limitations, transfers involving items larger than 5 GB are typically an indication that you did not truncate or otherwise remove your SQL transaction log from your backup file before sending. We have seen many instances where a backup file was over 95% log file which is of no use to Eagle Software when troubleshooting support issues.
If you would like to decrease file transfer times, consider sending only a copy of the .MDF database file or a .BAK backup file with the SQL transaction log file truncated.
Q: I sent my SQL server’s most recent backup file but the support representative cannot use it, why is this?
A: Your district may utilize what is known as “Differential” or “Transaction Log” files to maintain its SQL server backups. These files represent small changes that require a full database to restore into, an integral part of your server that Eagle Software does not own or operate. When sending backup files, it is crucial to send a recently created “Full” backup file or a copy of the .MDF database itself.
Q: My SQL server crashed and I have no recent copy of my data, can you send me what I sent you last?
A: Eagle Software does not maintain customer data for more than a brief period, related to your support inquiry. We offer an ASP hosted solution for customers who wish to eliminate the headaches of SQL server maintenance.