・The first thing to look at is to make sure that there is no Firewall turned on, if it is try stopping it and testing with it off. If this
　does not resolve move to the next step.
・If they are using their own username and password, try logging in with the ASM admin account.
・Lastly and MOST important item to look at is, make sure that they are using the recorders admin account in the section
　where they add the recorder.

　1. Click on Settings>Device Setup>Device Setup
　2. Put a check mark on the recorder in question
　3. Click on edit at the bottom
　4. In the Registration window that pops up, they should have ADMIN or the username set to the admin account

・Previously NX400 and ASM300 downloaded video using FTP protocol
・For a different issue, newer firmware of ASM300 included that feature, “n3r file download method (NX series)”, with the
　option to set Standard or Extension
・Standard downloads via FTP… Extension downloads via HTTP
・On newer firmware of the NX recorders, the FTP access was disabled
・Solution, set ASM300 to Extension

Second Changes needs to be made:

Your suggestion to change the FTP communication from Active to Passive resolved the issue.

ASM300 Setting -> Communication -> Basic setup -> FTP mode, set to PASSIVE and click Set… then restart ASM300