If this is a remote file please include a copy of the raw directory listing, this can be obtained by first selecting the remote side and then from the main menu > Directory > Copy directory to clipboard, then paste the content in your reply.
We may also require a copy of the server session log to determine additional settings and configuration, this can be obtained by right-clicking on the session log window and then selecting Copy to clipboard from the menu, followed by pasting the content in your reply.
If you know the remote server software and version can you please let us know this as well.