Common Download Problems

Resolve customer download issues and ensure smooth file delivery.

Download Link Not Working

Link Errors

“Download link invalid” error:

Symptoms:
• Click link, error page appears
• "Token not found"
• "Invalid download link"

Common causes:
1. Link expired (check expiry date)
2. Download limit reached
3. Link revoked by merchant
4. Incorrect link (truncated in email)
5. Order canceled/refunded

Solutions:
1. Check link expiry: Settings → Download Security
2. Check download count: Order details
3. Re-send download link: Orders → [Order] → Resend Email
4. Extend expiry: Orders → [Order] → Extend Access
5. Increase limit: Orders → [Order] → Update Limit

Expired Links

Link expired:

Error: "This download link has expired"

Check expiry:
Order #1045
Created: Jan 1, 2024
Expiry: 60 days
Expired: Mar 1, 2024

Solutions:
1. Extend access:
   Orders → #1045 → Extend Access
   New expiry: +30 days

2. Generate new link:
   Orders → #1045 → Generate New Link
   Send to customer

3. Adjust default expiry:
   Settings → Download Security → Expiry: 90 days

Download Won’t Start

Browser Issues

Click download, nothing happens:

Troubleshooting:
1. Check popup blocker:
   - Allow popups from yourshop.com
   - Browser shows blocked popup notification

2. Try different browser:
   - Chrome (recommended)
   - Firefox
   - Safari
   - Edge

3. Clear browser cache:
   - Ctrl+Shift+Del (Chrome)
   - Clear cached files
   - Reload page

4. Disable browser extensions:
   - Ad blockers may block downloads
   - Disable temporarily
   - Retry download

5. Enable JavaScript:
   - Required for download links
   - Check browser settings

Mobile Download Issues

Downloads fail on mobile:

iOS (iPhone/iPad):
• Safari may block large downloads
• Files >100 MB unreliable
• Solution: Use desktop or download in parts

Android:
• Chrome works best
• Enable "Download via cellular" (Settings)
• Keep screen on during download
• Disable battery saver

Recommendation:
Large files (>500 MB): Use desktop computer
Small files (<100 MB): Mobile okay

Download Interrupted

Incomplete Downloads

Download stops mid-way:

Symptoms:
• Progress bar stops
• "Download failed"
• Partial file downloaded
• File won't open (corrupted)

Causes:
• Internet connection lost
• Browser closed
• Computer sleep
• Server timeout

Solutions:
1. Resume download (if supported):
   - Right-click link → Resume
   - Some browsers auto-resume

2. Retry from beginning:
   - Clear partial download
   - Click download link again
   - Ensure stable connection

3. Use download manager:
   - Internet Download Manager (Windows)
   - Free Download Manager
   - JDownloader
   - Supports resume on interruption

4. Download in parts (large files):
   - Contact merchant for split files

Network Interruptions

Prevent interruptions:

Best practices:
✓ Use wired connection (not WiFi)
✓ Don't put computer to sleep
✓ Keep browser window open
✓ Disable VPN (can disconnect)
✓ Close other downloads
✓ Download during off-peak hours
✓ Use download manager for large files

Network stability test:
ping google.com -t (Windows)
ping google.com (Mac/Linux)

Stable: <50ms, 0% loss
Unstable: >100ms, >1% loss

Slow Download Speed

Speed Issues

Download very slow:

Expected speed: 10-50 MB/s (depending on connection)
Actual speed: <1 MB/s

Improve speed:
1. Test internet speed:
   speedtest.net
   Required: 25+ Mbps for fast downloads

2. Close bandwidth-heavy apps:
   - Streaming video
   - Cloud backups
   - Other downloads
   - Video calls

3. Try different time:
   - Off-peak hours (late night/early morning)
   - Less network congestion

4. Change server/CDN:
   - Contact support for alternative download link

5. Use download manager:
   - Parallel connections
   - Optimize speed

Download time estimates:
100 MB @ 10 MB/s: 10 seconds
1 GB @ 10 MB/s: ~2 minutes
5 GB @ 10 MB/s: ~8 minutes

File Won’t Open

Corrupted Downloads

File downloaded but won’t open:

Error messages:
• "File is corrupted"
• "Cannot open file"
• "Invalid format"
• "File may be damaged"

Verify download:
1. Check file size:
   Downloaded: 2,450,123 bytes
   Expected: 2,500,000 bytes
   Status: Incomplete ❌

2. Re-download file:
   - Delete corrupted file
   - Clear browser cache
   - Download again
   - Verify size matches

3. Check file format:
   - Correct extension (.pdf, .zip, .mp4)
   - Not .crdownload or .part (incomplete)

4. Try different application:
   - PDF: Adobe Reader, Chrome, Firefox
   - ZIP: 7-Zip, WinRAR, native OS
   - Video: VLC, QuickTime

Application Issues

Have correct app to open file:

File type → Required application:

PDF:
- Adobe Acrobat Reader (free)
- Chrome/Firefox browser
- Preview (Mac)

ZIP/RAR:
- 7-Zip (Windows, free)
- WinRAR
- Archive Utility (Mac)
- The Unarchiver (Mac, free)

Video (MP4, MOV):
- VLC Media Player (free, all platforms)
- QuickTime (Mac)
- Windows Media Player

Audio (MP3, WAV):
- VLC
- iTunes/Music app
- Windows Media Player

Office (DOCX, XLSX):
- Microsoft Office
- Google Docs (upload to drive)
- LibreOffice (free)

Download Limit Reached

Exceeded Limit

“Download limit reached” error:

Error: "You have used all 5 allowed downloads"

Check limit:
Order #1045
Download limit: 5
Downloads used: 5
Status: Limit reached

Solutions (Merchant):
1. Increase limit:
   Orders → #1045 → Update Download Limit
   New limit: 10 downloads

2. Reset counter:
   Orders → #1045 → Reset Download Count
   Counter: 0/5

3. Adjust default limit:
   Settings → Download Security → Limit: 10
   Applies to new orders

Solutions (Customer):
Contact merchant to request additional downloads
Explain reason (device change, file corruption, etc.)

Browser Download Issues

Chrome

Chrome-specific problems:

Issue: "Failed - Network error"
Fix:
1. chrome://settings/downloads
2. Clear download history
3. Disable "Ask where to save"
4. Retry download

Issue: "Failed - Virus detected"
Fix:
1. False positive on some file types
2. Keep file anyway (if you trust source)
3. Or contact merchant for virus scan report

Issue: Downloads go to unknown location
Fix:
1. chrome://settings/downloads
2. Set download location
3. Enable "Ask where to save each file"

Safari

Safari download issues:

Issue: Auto-open "safe" files
Fix:
1. Safari → Preferences → General
2. Uncheck "Open 'safe' files after downloading"
3. Manually unzip if needed

Issue: Downloads disappear
Fix:
1. Check Downloads folder
2. Safari → Preferences → General → Download location
3. Set to Desktop or known folder

Issue: Download stuck in progress
Fix:
1. Window → Downloads (Cmd+Option+L)
2. Cancel stuck download
3. Clear list
4. Retry

Firefox

Firefox download problems:

Issue: "Could not be saved"
Fix:
1. Check disk space available
2. Change download location
3. Clear download history
4. Retry

Issue: Download paused
Fix:
1. Ctrl+J (download manager)
2. Resume download
3. If failed, remove and redownload

Issue: Slow downloads
Fix:
1. about:config
2. network.http.pipelining → true
3. browser.cache.disk.capacity → 1048576
4. Restart Firefox

File-Specific Issues

ZIP Files

ZIP extraction problems:

Error: "Cannot extract" or "Archive damaged"

Solutions:
1. Re-download ZIP file
2. Use different extraction tool:
   - 7-Zip (Windows)
   - The Unarchiver (Mac)
   - Archive Utility (Mac built-in)

3. Try online extractor:
   - extract.me
   - unzip-online.com

4. Check available disk space:
   ZIP: 500 MB
   Extracted: May need 2+ GB

PDF Files

PDF viewing issues:

Error: "Failed to load PDF"

Solutions:
1. Download Adobe Acrobat Reader (free)
2. Open in browser:
   - Drag PDF to Chrome/Firefox
   - Built-in PDF viewer

3. Update PDF reader to latest version

4. Re-download PDF:
   - May be corrupted
   - Verify file size

5. Try alternative PDF reader:
   - Foxit Reader
   - Preview (Mac)
   - Chrome browser

Video Files

Video playback issues:

Error: "Codec not supported"

Solutions:
1. Download VLC Media Player:
   - Free, all platforms
   - Plays all video formats
   - Download: videolan.org

2. Update Windows Media Player:
   - Install K-Lite Codec Pack

3. Convert video format:
   - HandBrake (free)
   - Convert to MP4

4. Check file not corrupted:
   - Re-download if file size incorrect

Customer Support

Help Customers

When customer reports download issue:

Gather information:
1. What error message appears?
2. What browser/device used?
3. What file type (.pdf, .zip, .mp4)?
4. File name?
5. Order number?

Troubleshooting steps:
1. Check order status (paid, fulfilled)
2. Verify download link not expired
3. Check download limit not reached
4. Test download link yourself
5. Regenerate link if needed
6. Send new link to customer

Quick fixes:
• Resend download email
• Extend expiry date
• Increase download limit
• Generate fresh download link

Prevention

Prevent Download Issues

Merchant best practices:

✓ Set reasonable expiry (60-90 days)
✓ Set adequate download limit (5-10)
✓ Use reliable file storage (R2, S3)
✓ Enable CDN for fast delivery
✓ Test download links regularly
✓ Monitor download success rate
✓ Provide clear download instructions
✓ Offer customer support

Settings to review:
- Download expiry: 60+ days
- Download limit: 5+ downloads
- CDN: Enabled
- Email notifications: Enabled
- Support contact: Visible

Customer Best Practices

Advise customers:

✓ Download soon after purchase
✓ Save files to known location
✓ Use desktop for large files (>500 MB)
✓ Stable internet connection
✓ Modern browser (Chrome, Firefox, Safari)
✓ Disable VPN during download
✓ Keep download link for future access
✓ Contact support if issues

Next Steps

Common Upload Issues - Upload troubleshooting
Email Delivery Issues - Email problems
Customer Download Experience - Optimize UX

Download issues persisting? Contact support with order number and error details for fast resolution.