Browser based vs non browser based ftp

I have a customer who has given me the coordinates to their "non-browser based" ftp site. They tell that ftp software is required. I can't connect to their server using SmartFTP pro. Is it because of the software?

Go to the menu: File->New Remote Browser. Enter everything there and press OK.

If it doesn't let you login please post the log from your session.

Regards,
Mat