Symptoms
A customer is unable to access File Manager. The following error is shown in the Customer CP:
Error WebExecutor logon : Login or password incorrect. Server response: 530 Login incorrect.
In the /var/log/messages file on the web server with the domain hosting, you can find the following errors:
Apr 2 05:16:07 pemlinweb06 proftpd[19255]: 192.168.0.1 (192.168.0.1[192.168.0.1]) - FTP session opened.
Apr 1 14:16:22 pemlinweb06 proftpd[19255]: 192.168.0.1 (192.168.0.1[192.168.0.1]) - Preparing to chroot to directory '/usr/local/pem/vhosts/188746'
Apr 1 14:16:22 pemlinweb06 proftpd[19255]: 192.168.0.1 (192.168.0.1[192.168.0.1]) - f188746 chdir("/"): Permission denied
Apr 1 14:16:22 pemlinweb06 proftpd[19255]: 192.168.0.1 (192.168.0.1[192.168.0.1]) - FTP session closed.
Cause
File Manager connects to the webspace using FTP login credentials. The problem is caused by incorrect FTP login credentials or incorrect permissions for the webspace directory.
Also, the problem can be caused by failed/unprocessed tasks for changing the FTP user credentials in POA.
Resolution
Make sure that you are able to connect to the webspace via FTP.
In the Customer CP, select the subscription > Websites > click on the domain > FTP access > click the link to the right of the FTP server.
If this operation fails, set the new password for the FTP user and try to connect again.
If you are not able to connect after changing the password, check the permissions on the webspace; they should look like this:
# ls -lad /usr/local/pem/vhosts/100479/webspace/
drwxr-xr-x 13 root root 4096 Mar 16 15:33 /usr/local/pem/vhosts/100479/webspace/
Also, you must check passwd and group files in the /usr/local/pem/ftp/ftp_auth/<vhost_id>/ directory and /etc/passwd on a node where webspace is located: these files should contain FTP user name and hashed passwords.
Check if there are any failed, pending, or canceled tasks to change the password for the FTP user in the POA Task Manager. The tasks can be found with names similar to the following:
Change user '<USER_NAME>' for virtual host (vhost_id=<VHOST_ID>) on ProFTPD service with id <ID>
Troubleshoot and process all found tasks, if any.