# "Failed to connect unable to load file manager at this time, please contact your hosting company." error
If you receive the "Failed to connect unable to load file manager at this time, please contact your hosting company." error when try to access the File Manger, please:
If the app server has an external firewall, check it permits all ports from the control panel IP.
Sometimes this can be caused by non-utf8 characters in the filenames in the immediate home directory or one of the subdirectories. Discover problomatic files and rename them. To do this, SSH as the website user and have a scan through the filenames with the "find" command - if you see anything that doesn't render properly in the terminal it's likely to be the cause.
We're working to make the file manager more tolerant of this issue.