Folder is missing on FTP

How To & FAQ CloudSync
1

Hello,

I am first time here

I tried ftp did hot show, I tried

Explain

port 21

login and password

I click connect

I see all work but I click arpa folder open but all of the content is empty also I click www folder still empty

but my other old ftp apps work

How can I do it

Richard

2

Hello Richard,
Thank you for using CloudSync.

To investigate this issue accurately,
we kindly ask you to provide screenshots of both the settings and the issue itself, along with a log file.

1. Screenshot request (Settings + Issue)

Please capture and share screenshots showing:

① Settings screens

  • FTP connection settings
  • Server address, port, and login method
  • Passive / Active mode settings (if available)

② Issue screens

  • While connected to the FTP server
  • When opening the arpa or www folder
  • Showing that the folder opens but the contents appear empty

2. How to collect the log file

Please follow the steps below:

  1. Launch the CloudSync app.
  2. Pause any active sync jobs.
  3. Tap the Settings icon.
  4. Set Log Level to VERBOSE.
  5. Reproduce the issue by connecting to the FTP server and opening the affected folder.
  6. Go back to the SETTINGS menu and tap “Open log folder”.
  7. Upload the cloudsync.log file.

These details will help us analyze the FTP communication
and identify why the folder contents are not displayed.

Thank you for your cooperation.
We look forward to assisting you further.

4

Hello,

Thank you for your reply.

I am deafblind and cannot take screenshots easily.
Please understand this is very difficult for me.

My main question is simple:
Where is the CloudSync app?

I only have NetDrive installed.
I do not see any separate CloudSync program, menu, or window.

Please tell me clearly:

  1. Is CloudSync a separate app or part of NetDrive?
  2. Where exactly can I open CloudSync?
  3. Where is the log file located on Windows?
  4. What is the exact file path for the log file?

Please give step by step text instructions only.
No screenshots.

Thank you for your help.

Best regards,
Richard

5

This is an SDF FreeShell account.
The path /arpa/ns/r/rhr/html is a server side internal filesystem path on SDF.

FTP clients such as NetDrive cannot open or browse this path directly.
SDF only exposes a virtual FTP home directory, which is internally linked to /arpa/ns/r/rhr/html by SDF itself.

Because of this design, /arpa/ns/r/rhr/html is not visible, readable, or mountable via FTP or NetDrive.
This is expected behavior on SDF FreeShell and not a NetDrive or CloudSync issue.

6

Hello Richard,

We sincerely apologize for the delayed response.
Our reply was delayed due to the year-end holiday period.
Thank you very much for your patience.

We also apologize for the confusion regarding CloudSync.
On our support page, we manage both CloudSync and NetDrive,
and because your message was submitted through the CloudSync support tab,
we initially assumed the issue was related to CloudSync usage.
We now clearly understand that you are using NetDrive only and not CloudSync.

Most importantly,
your technical explanation is completely correct.

On SDF FreeShell systems, the path
/arpa/ns/r/rhr/html
is an internal server-side filesystem path and is not exposed directly via FTP.

SDF provides FTP users with a virtual FTP home directory,
which is internally mapped by SDF itself.
Because of this design:

  • FTP clients, including NetDrive
  • cannot open, browse, or mount
    /arpa/ns/r/rhr/html directly.

This behavior is:

  • not a NetDrive issue
  • not a configuration problem
  • and not related to CloudSync

It is expected behavior based on SDF FreeShell’s FTP design.

Thank you for your clear and detailed explanation.
If you have any further questions related to NetDrive, please feel free to contact us anytime.

Best regards,
NetDrive Support Team