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...and place the words ftp-chroot on a line...
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The admin does not randomly add a line with "ftp-chroot" in it. The admin assigns ftp-chroot to a particular login
class. Users in that class will be automatically chrooted to their login direction (like /etc/ftpchroot).
If you have users who are not being chrooted, they are not in the class with ftp-chroot assigned in login.conf.
See login.conf(5). If that is not sufficient, post your login.conf for specific assistance.