When contacting support with a problem, always include the following:
a detailed explanation of the issue. If your description is vague, we'll have to reply to ask for more details, and that
means resolving the issue will take long.
the section of the server log file that illustrates the problem (please zip the log file).
Please ensure that the log level is set to "All" - see logs.
Ideally, you should get a server diagnostics file if
any relevant information or logging from a client application if it is having problems
connecting. Ensure the maximum log level is being used.
the version of CompleteFTP you are using, if that is not shown in the log file
Please include as much information as possible; it will save you the time that it takes us to ask for it.
Please check your spam folders for our replies if you haven't seen a reply from us within 24 hours.