Stop me pulling my hair out

Just created a website and using smartFTP have had no joy connecting to my site, consequently I am unable to upload the files. I have been back in touch with the hosting service and using smartFTP they have successfully connected. They sent me a screen shot to prove this. The only difference I can see is that the two small icons at the side of address and "your server.com" in the screen shot are a grey page with a small green circle in (as in the tutorials), whereas on my PC they are just grey pages.
Please help before I go bald!!!!!!!!!!!!!
Cheers
Mick

So what message in the bottom pane are you getting when trying to login??

(in case its not showing turn it on)>> view /show panes /bottom view