Bitnami Support Tool ID and FTP access

Type: Bitnami Support Tool

Hi there,

I’m unable to execute the support tool via the below command.

sudo /opt/bitnami/bnhelper-tool

Also, I need to enable FTP access but I’m getting the below error.

Status: Retrieving directory listing…
Command: PWD
Response: 257 “/bitnami/joomla” is the current directory
Command: TYPE I
Response: 200 Switching to Binary mode.
Command: PASV
Response: 500 OOPS: invalid pasv_address
Command: PORT 192,168,1,19,239,245
Response: 500 OOPS: priv_sock_get_cmd

User credentials are used without any problem and this is for an AWS Lightsail instance following the below two links.

I have made sure TCP access is enabled through AWS environment but have been unable to get FTP access that is needed - can someone please provide some input about this?

Many thanks!

Hi @cguanaja,

That’s not the correct command, you need to run this one

sudo /opt/bitnami/bndiagnostic-tool

If you continue running into issues, please try to download it again

wget -O
sudo mkdir /opt/bitnami/bndiagnostic
sudo mv /opt/bitnami/bndiagnostic/
sudo chmod +x /opt/bitnami/bndiagnostic/
sudo ln -s /opt/bitnami/bndiagnostic/ /opt/bitnami/bndiagnostic-tool
sudo /opt/bitnami/bndiagnostic-tool

Thanks @jota - did run command you advised and it provides the below input with some further info at the end.

? Apache: Found possible issues
✓ Mariadb: No issues found
✓ Connectivity: No issues found
? Resources: Found possible issues
✓ Php: No issues found

I am unable to get the support ID - can you please advise about the FTP issue? This is kind of urgent and still getting same errors.

Hope to hear back soon.


Hi @cguanaja,

I do not know what the FTP error is about. Please note that FTP access is not enabled by default and we always suggest using a SFTP connection to access the server

If you followed a Lightsail guide about how to enable FTP, please ask them about the error you are running into.