Downloads not finishing...barely even starting

products

download

success

issue

running

minute

downloading

hoping

giant

managers

twisted 2010-09-20 18:49:09 UTC #1

We sold a bunch of products no problem, but for the last two days we have been getting some complaints that products wouldn't download or resume with download managers.

I have been trying myself now to download our products with little success. We keep running into the same issue...sometimes after just 20mb of downloading (in about a minute) it still shows the download speed (steadily decreasing) but stops at a certain mb value.

Hoping someone can provide an answer. We've tried with one customer on a fast connection at least 10-15 times and he told me he had no trouble that day downloading giant 3 gb files, though ours is only 240mb.

Thanks!

twisted 2010-09-20 19:07:37 UTC #2

And before someone says that this is normal, please note that I just tested my own personal S3 account links for the same problems which work perfect every time (and fast) while my e-junkie products continue to begin downloading, then get stuck.

Hope someone can help, quick.

Thanks!

8monkey 2010-09-21 14:15:57 UTC #3

I noticed the date on your post and just wanted to 'second' what you're saying.

Starting in the last 24 hours, we are also having customers beginning to report their downloads freezing up on them -- using various connection speeds. As you also reported, our customers with problems are also downloading much larger files from other site just fine. This is the 1st time we've had this issue in the nearly 3 months we've been using E-junkie.

Were their any changes made on the e-junkie side, or server problems reported in the last few days?

E-junkie_Guru 2010-09-21 14:16:11 UTC #4

We tested the download link you provided in your last email to Support, and although our first attempt stalled, the second attempt ran to completion without a hitch. We haven't received any similar reports from any of our other 9700+ sellers, so I'm not sure what might be, or have been, going on -- maybe just a temporary glitch, or some sort of general network routing issue on the Internet that's cleared up by now?

At any rate, we've replied to your email and Cc:'d our Dev/Ops guys on that, so they can look into the matter further.

twisted 2010-09-21 15:14:18 UTC #5

Thanks for responding. I will deal with support on this and report back any issues. @8monkey: I didn't change anything anywhere that would have caused a change.

Hoping it was all a fluke as we've had several purchases since then without a problem, but this one customer (and myself) had numerous issues over the course of two days I was only able to download once out of many attempts/tests. I ended up giving my customer a link to my personal s3 account which he downloaded with zero issues.

E-junkie_Guru 2010-09-21 15:33:06 UTC #6

Sorry I didn't get a chance to see what 8monkey posted a minute before I submitted my own post! If it's only affecting one customer for either of you, then that's most likely an issue with the buyer's computer, connection or ISP, or possibly a general network routing issue somewhere along the path across the Internet between their ISP and our datacenter.

jodi 2010-09-28 09:17:00 UTC #7

I'm having the same problem! I just got an email from a customer whose download isn't working.

twisted 2010-09-28 09:57:16 UTC #8

I had his problem repeatedly for several days and it seems to be ok now...so there is hope.

E-junkie_Guru 2010-09-28 14:49:31 UTC #9

Download issues affecting only one buyer would most likely be an issue with that buyer's computer or ISP, or possibly some sort of temporary network routing issue somewhere along the path across the Internet between their ISP and our datacenter.

If you start noticing a pattern where multiple different buyers are having problems with their download links, we would need you to email us the Transaction IDs of affected sales for our Development team to investigate:

https://www.e-junkie.com/ej/contact.php

pemark 2010-10-24 15:31:01 UTC #10

I'm having similar download problems here for the past 24+ hours and can't seem to get any responses or help. 8/10 download attempts (on a test order) fail after 50-60MB. s3 isn't reporting any problems and I'm not having any local problems, so this must have something to do with the E-Junkie caching scheme. I'm trying to re-launch a service this weekend after spending 2 weeks to configure the cart, and now I'm scrambling to find another solution.

E-junkie_Guru 2010-10-24 18:31:26 UTC #11

PeMark, I've already responded to your other, related posts in our Forum, so you can read my reply and continue the discussion there if necessary:

http://www.e-junkie.com/bb/topic/4769/pg/0#post15930

trulytango 2011-01-31 03:49:45 UTC #12

I have had two customers report problems with downloads in the last couple of weeks. Luckily, the products are only small and I managed to get their purchases to them by attaching to e-mail... but I've been selling stuff via e-junkie for the last couple of years and this is the first time it has happened to anyone. To get two like this, within a fortnight, is making me feel uneasy. It lessens my confidence in the service I pay for!

I will e-mail you the transaction IDs to the addres you have kindly mentioned in your reply above.

E-junkie_Guru 2011-01-31 15:47:12 UTC #13

Sounds like just a coincidence to me, as we haven't had any general problems with our download system lately nor any reports of unusual download issues from other sellers. Among the many thousands of downloads we serve every single day, two customers having download issues in the span of a couple weeks is really just a drop in the ocean.

There will always be buyers who have download issues due to factors peculiar to their own computer, or their own connection, or just temporary routing issues anywhere along the path across the Internet between our download server and their ISP at that moment. This help page explains the most common factors that could impede download performance for any given buyer or seem to prematurely expire their download sooner than expected:

http://www.e-junkie.com/ej/trouble.downloads.expired.htm

http://www.e-junkie.com/ej/faq.file-downloads.slow.htm

You can also test any buyer's actual download link yourself; just go to your E-junkie Transaction Log, find their order and click on their Transaction ID. This should bring up the same thank-you page we generated for that buyer, where you can test their download link. You may need to use the "Re-activate expired links" feature in your Seller Admin if their link has already expired.

dw27 2011-09-13 15:54:39 UTC #14

We, have hundreds of functioning downloadable products in e-junkie but my last three products are not working.

After purchase, when I click on download link(s), only 11kb will "download", whether, i try a mp3 file or pdf file (different products).

The files are successfully uploaded to our servers, but the downloads are being corrupted.

Adobe Acrobat Pro gives this error when attempting to view pdf after download via ejunkie link, 1st, window tells me my pdf "is an application from the internet" and am i sure i want to download, I click open and get this from acrobat : "either not supported file type or has been damaged..."

the original files on my hard drive are fine,

the files upload completely/successfully to our site via ftp,

and files work when access via address in browser,

and

all other products in our cart work..

any ideas?

we are in a holding pattern to launch these products... so appreciate a rapid solution.

dw27 2011-09-13 15:54:40 UTC #15

E-junkie_Guru 2011-09-13 20:02:56 UTC #16

Please email our support team to provide some affected Transaction IDs to investigate and some download links we can test for the affected products:

https://www.e-junkie.com/ej/contact.php

EDIT: Ah, looks like we resolved the problem in the other thread you started:

http://www.e-junkie.com/bb/topic/5438

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