Support

Contact Support

If you question isn’t answered below, please email us.

If you are having trouble with Interarchy we will likely ask you for a copy of the Transcript.

We usually respond within one business day. If you do not receive an answer within a few days it is almost certainly because we did not receive your email or because our response could not get back to you.

Please ensure you use an email address that will allow us to reply, and please do not use one that has any sort of challenge-response spam filter as we will not be able to respond through such a system.

Old Versions

You can download Interarchy 8.5.4 from here:

http://downloads.nolobe.com/interarchy-854.dmg

You can also find old versions of Interarchy, right back to Anarchie 1.6, on our public ftp server:

ftp://ftp.nolobe.com/

Mailing Lists

Nolobe maintains public mailing lists to provide interested users with forums for discussing product-related issues.

Interarchy Troubleshooting

I am getting connection refused errors, what’s wrong?

If this happens right at the start, before attempting to login, it means you cannot connect to the FTP, SFTP or HTTP server. This could be because of network problems on your Mac, on the server, or between you and the server, or because of firewall issues.

If, with FTP, it happens a little later, after login, but before transferring a listing or file, then it is usually a firewall issue, and can often be resolved by toggling the “Use passive mode” checkbox in the Transfer Preference Pane, or possibly by disabling FTP/SSL-TLS in the Security Preference Pane.

To see whether Interarchy logged in or not, look in the Transcript Window (choose Window » Transcript) and see if the USER and PASS lines show up - if so, and if they succeed, then you have logged in.

I can connect, but cannot login, what’s wrong?

If you can connect, but cannot login at all, examine the Transcript window (choose Window » Transcript) and see what it says, usually there is a clue for the reason there. If you cannot figure it out, please send us a complete transcript of the attempt (the best thing is to quit Interarchy, then launch it so everything (especially the transcript) is clean, then attempt to log in, then send us the entire transcript (open the Transcript window, choose Edit » Select All, then copy and paste the entire transcript into an email and send it to support@nolobe.com.

If you are trying to connect with with SFTP, and only SSHFXPINIT shows in the Transcript window, especially if you get a -39 Logical End of File error, it means the SSH authentication has failed. This can happen if you have invalid or outdated information in your ~/.ssh/known_hosts file.

I can connect and login, but cannot transfer or list, what’s wrong?

The most likely explanation is that a firewall is blocking the data connection.

There are two things you can try. Toggling passive mode or Disabling SSL-TLS.

The Use passive mode setting (see the Transfers Preference Pane) controls whether Interarchy’s data connections connects to the server (Passive Mode) or the server connects to Interarchy (Port Mode). Generally, Passive Mode is preferred, but toggling this preference may get you through some firewall situations.

By default Interarchy will attempt to encrypt standard FTP connections using SSL-TLS. This added security measure prevents your password from being sent as clear text over the Internet, which is how standard FTP traditionally operates. Unfortunately, it also means that smart (ha!) firewalls cannot watch the FTP control connection and poke a hole in the firewall for the data connection. In some situations, Interarchy may connect successfully to the server, but any request will ultimately time out. Setting the FTP uses SSL to “Never” (see the Security Preference Pane) will disable SSL-TLS and may allow Interarchy to get though the firewall, but it will also mean that your password is sent in clear text.

Long transfers timeout at the end of the transfer, what’s wrong?

The way FTP works, the data is transferred on a separate connection and the control connection sites idle for the entire duration of the transfer, until at the very end it sends the “200 completed” message. It appears that in some network situations, the route between the server and client is forgotten before the connection finishes.

Interarchy turns on “keep alive”, however there is no way to configure the keep alive timeout on a per stream basis, and it defaults to 2 hours which is far too long to resolve this problem. There is no good solution from inside Interarchy unfortunately.

However, you can configure the global keep alive timeout which would hopefully then resolve your problem. On your system, as root, you need to enter:

sysctl -w net.inet.tcp.keepidle=4800

in the terminal (which sets the keep alive to 4 minutes (ie, after four minutes of inactivity, an empty packet will be sent by the system down the TCP control connection).

If this resolves your problem, consider installing the KeepIdle Startup Item.

How do I find detailed information about a transfer?

Interarchy records the details of transactions with the remote servers in the Transcript Window. This can be useful for debugging any problems with particular servers or for seeing exactly what is transpiring.

To show the Transcript Window, choose Window » Transcript.

If you have problems with a particular server, check the Transcript Window. If you are going to report a problem to us, we will almost certainly ask you for a copy of the Transcript in order to determine what the problem might be.