user cant connect to ftp

[Chimpy]

I'm able to connect to their ftp via filezilla....but they can't....

heres there error
STATUS:> [10/5/2011 9:40:02 PM] Connecting to HTTP server... theirsitehere:21 (ip = myiphere)...
STATUS:> [10/5/2011 9:40:02 PM] Requesting server...
[10/5/2011 9:40:02 PM] GET / HTTP/1.1
Host: theirsitehere:21
User-Agent: CuteFTP/8.0
Connection: Keep-Alive
Accept: *.*, */*
Authorization: Basic cHJvZGlyZWM6KioqKg==

STATUS:> [10/5/2011 9:40:03 PM] Receiving reply...
ERROR:> [10/5/2011 9:41:04 PM] Timeout (60000 ms).

 

[cPanelTristan]

Do you have cPHulk Brute Force Protection or a firewall like CSF installed? If you do, please check their IP to see if it might be blocked. You'll need to ask the user their IP number, which they can obtain using What Is My IP Address - Shows Your IP Address site.

Otherwise, you might ask them to use another FTP client such as FileZilla to test out the connection in case it might be CuteFTP that's the issue here.