Connection errors

Connection errors

We occasionally receive emails for help when a GTX user attempts to download files to GTX, and one of a few error messages occurs.

Typically, the user can connect to the Internet, receive and send emails, and connect to standard HTTP or HTTPS websites, but a problem occurs when GTX tries to download files.

If you are using public wifi, we suggest you connect via your phone's data instead. 

The most common GENERIC error message

An indication that the FTP connection is too slow to negotiate successfully

GTX does not use the same protocol as email apps or web browsers to download files. In simple terms, GTX uses FTP (File Transfer Protocol), a system widely used to transfer files between computers via the Internet. 

When you open  Download in GTX, select files or not and click Connect, GTX goes to our server, passes an encoded password, and attempts to negotiate a connection. The server identifies the user's GTX authorities and gives the requested files if all is okay.

Connection problems usually ONLY occur when GTX cannot negotiate a suitable connection for some reason. The reason could be:

a) FTP connections being barred, as is often the case on ships, at airports, hotels, libraries and other public WiFi places.

If you suspect that you may be barred from using an FTP connection in your current situation, you can check by opening your Internet browser, and in the address bar, type  ftp://ftp.trb.com.au and hit 'Enter'. If a new blank web page opens and a small Sign in box appears (see image below), you know you are not blocked from FTP connections.

b) When NBN has one of several issues, it is often switched to a CELLULAR NETWORK, where the speed is degraded, and the signal strength is too low. In those conditions, GTX may not be able to negotiate 'hand-shaking', and an error occurs.

This image shows a message received by a GTX user from his Internet Service Provider...

c) The user travels using a mobile phone as a modem, and it does not have adequate signal strength. This is called 'tethering' on an Android phone, and on an iPhone, it is called a 'personal hotspot'. It is easy to use an Internet search for either of these terms, so we won't try to explain their setups here. Below is a typical error message in this situation.

d) It is common for users to email us for help, and it subsequently becomes clear that their Internet connection is 'down', and they have yet to realise it. This is the first thing to check if you have a 'non-connection' problem.

The first suggested action is to check all connections and then restart everything, including modem/s computers and GTX.