Mar 2013
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otmom
Mar '13

Hi,

I have a client who has downloaded my bundle product and is complaining that the product is not downloading properly. I sell lots of this bundle, and most "complaints" are for expired links, not problems with the download itself. I have reactivated her links but she is still unable to get the books to print out (she downloads them but then can;t print them).



These are her comments:

"I think the key issue here is that not all of the pages fully load (some pictures missing, etc.)"

"I do have another query for you unfortunately as the 'fine motor activities' and 'bilateral coordination' files are not able to be opened (Adobe pops up with "There was an error opening this document. The file is damaged and could not be repaired.")"



Is this problem on her side or on mine (ejunkie's?) - if it is on her side, what advice do I give? I need help quite urgently as I have been trying to help her for a week now and she is getting frustrated :frowning:



Thanks for your help!

  • created

    Mar '13

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    Mar '13
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E-junkie_MonsterSupport Monster
Mar '13

Hello,



It sounds like the files aren't being fully downloaded, which would also point to a connection problem. We don't make any changes to your files and the same file is being delivered to every buyer so it can't be a problem with the original file itself or everyone would be having the same issue.



Normally what you have already done should have done the trick, since buyers who have problems with their connections during downloads can usually get the full file after trying again later.



If you are providing all of the parts of the bundle in a single ZIP file then it is likely that the buyer just isn't getting the full download completed, but has received enough to access some of the contents. Otherwise, if there are specific download links within the bundle the buyer should try downloading from them again, you can reactivate those or use Send Free Download Link to just send the links for the affected files.



Also, if the buyer has any third party "download accelerator" software I'd recommend that she disable it. Those programs can actually interfere with our download links rather than help things along, many programs of this nature try to access the download link multiple times to download several portions of a file at once, which may use up all of your available attempts and leave one or more portions incomplete.

otmom
Mar '13

Thank you for getting back to me :slight_smile: will file your helpful reply for future customers :slight_smile: