Software downloads are freezing! Please help! (exe file)

[madmoe]

Also over a week since we've seen a problem. Perhaps it was a Windows update issue that was fixed in the next go around.

[ellen]

Sorry for the slow updates, everyone...



As far as I know, this issue is not resolved. Those of you here who are reporting no problems recently are all on the list of clients whom we switched off of S3 to test; we're still getting reports of problems from other people.



Unfortunately our client team has still not been able to reproduce the problem themselves. As someone focused on the server side, I normally work exclusively in Linux--I don't even have a Windows machine to test with--so last week I signed up for a TechNet subscription so I could set up some testing VMs running Windows and try to diagnose it myself. Also unfortunately it has taken Microsoft a week to fill my order (this is for purely digital/dowloadable content!), but hopefully in the next few days I'll be able to make some progress on this.

[selfrelate]

We're having this problem repeatedly (as recently as last week) - with zip files... any more recent developments?

[ellen]

Everyone,



I have just switched all downloads that are coming from s3 to go through another of our servers. At a minimum this will give us more visibility into the problems as now I'm able to log all kinds of information that S3's logs don't contain, and if the problem is a really oddball one it may "fix" it.



For those of you still experiencing complaints, please keep an eye on the rate and see if it improves over the next few days.

[looking_for_answers]

I feel your pain.



I am a customer that tried to download a program to create PDF files.



Just after I clicked on "Save" and pointed it to save to my desktop, the download froze.



I waited overnight, just in case it would start to move but it did not.



Then I received an email with a link to download from, but when I clicked on it, and it said the link was expired.



It has been 2 days and several e-mails to the vendor with no reply.



I want the software.



Who can help me?



I am running IE8, 64 Bit, Win7 Pro



Transaction ID 3SY86780569990436



Please help me.



Ron

[E-junkie_Guru]

@Looking-for-answers:

If you cannot gain satisfaction from the seller directly, we would recommend that you file a dispute about your payment, using whatever resolutions process is provided by your payment processor (e.g. PayPal Resolutions Center) and/or your bank or card issuer.



We are not a payment processor, so we do not handle any actual payment funds and cannot issue any refunds from our end, and we place complete control over downloads in the seller's hands, so we cannot reactivate your download link nor issue you a new link on their behalf.

[looking_for_answers]

Thank you for the canned responce.



But, I would like satisfaction in downloading my program. I purchased it and ejunkie has failed to deliver it. Blam everyone else but e-junkie, but the issue is with your download process.



E-junkie has not delivered my program, and has my program that I paid for.



I would recommend fixing your issues with downloads and stop stealling from us.



If you have a phone number for nowpdf, I will try calling them but they too hide from customers frustraded with your download service.



Still looking for real help.



Ron

[E-junkie_Monster]

Ron,



We apologize for your inconvenience, but you're really contacting the wrong people. Fortunately you still have the means to receive a refund even though you cannot get in touch with the merchant.



The download issue we have been dealing with in this thread is, thankfully, a rather narrow issue that isn't affecting most of our 10,000+ merchants, so it most likely has nothing to do with your specific problem.



Furthermore, your business is solely with the merchant you made a purchase from. Although our service was used to deliver their product to you we have no ownership of the product itself so we cannot simply grant you a new one or re-activate the download link you were having trouble with. We also cannot tell you what might have gone wrong, this could have been a connection issue or it could have been an error in how the merchant configured their product. We don't have any of your money and we don't even know what product you ordered.



Additionally, we do not have any special knowledge about which merchant you purchased from nor do we have any other contact information for them. Please refer to their webpage for contact information.



You must deal with the merchant exclusively regarding this issue. If you are not able to contact them or get any satisfaction from them then you should dispute the payment you made via the payment processor you used at checkout to receive a refund.

[credit_aid_software]

Hi! Freezing problem is better now, thank you! However, I am still occasionally having customers reporting the freezing problem. Not enough to be of major concern, but I would like to implement your option of sending a bundle containing my setup exe and key and an alternate link to a zip file.



I followed your directions on http://www.e-junkie.com/ej/help.package.htm#bundle but I am having difficulty.



Here are the steps I have taken and the outcome:



1) I created a product called testbundle.

2) I selected PACKAGE FILES FROM OTHER PRODUCTS, AFFECT THEIR INVENTORY

3) I selected LET BUYERS EDIT QUANTITY IN CART

3) I selected my 2 PRODUCTS THAT REQUIRE FILES



a) my setup.exe (contains stored key

b) mysetup.zip.) (has no key)



I click next ---next -- submit then when I send a free download to myself, I do see both links, but the letter has no key at all. and the download HTML has no key. Thank you HTML page says "Your activation key is [%codes%]"



When sending my bundle:

1) I would like download email to have product key for my setup.exe

2) I would like HTML thank you page to have product key



What am I doing wrong?

[E-junkie_Monster]

Hello,



Glad to hear that there are less reported problems with downloads. The specific problem that was discussed in this thread seems to be resolved now, but unfortunately there's always bound to be a few people who have connection trouble during a download so it is one of those problems that can't ever really be solved.



Regarding product bundles, we can only pull the files from a product in a bundle and/or affect the inventory count for the products in the bundle. We cannot pull stored codes or generate codes from products within a bundle, that is why you are not seeing the codes that normally go with the setup.exe product.



What you can do is assign some stored keys to the bundle product itself. Those will be transmitted with a purchase of the bundle product in place of the codes stored with the item in the bundle.

[dsieg58]

OK, I was one of the people you "did something" with and it fixed the problem. I just added another product and the exact same problem is back. Endless downloads, downloads hanging, customer complaints, etc.



I need a solution quick.



David Sieg

[dsieg58]

OK, I was one of the people you "did something" with and it fixed the problem. I just added another product and the exact same problem is back. Endless downloads, downloads hanging, customer complaints, etc.



I need a solution quick.



David Sieg

[E-junkie_Monster]

Sorry about that but thanks for letting us know the problem is back, if you could please email us at support@e-junkie.com with details on the transactions that were effected we can start investigating the issue further to see if it is a similar problem or something new.

[dsieg58]

Just received this from a customer:



"I just bought the ebook, and hit problems straight away. First of all the file apparently available to download was not a pdf as indicated but a .exe file. Anyway I clicked on download to desktop as instructed and after only a minute or two got a message saying "Unable to download XXXXX.exe from s3.amazonaws.com. The server returned an invalid or unrecognised response". What is this? I'm a bit disappointed. Anyway, look forward to hearing from you."



This is the sale in question. I deleted names, and email addresses, and identifying info.



2011-07-08 21:26:55 2011-07-08 21:26:59 5GC3575333865702N PayPal Pro (DirectPayment) 9786442 Completed

Buyer IP: 202.12.105.132 For Individual Items: 15percent dkedizcf1dr0na4zm5qrlac08s4s0koco04o0w 0.00 0.00 affiliate@network6000.com

Network 6000 Inc.

ID:27372 0.00 USD 4 attempt(s), Last by 202.12.105.132 @ 2011-07-08 21:59:47



Look, this is getting really old. I just had a promotion and I have to sit on the computer all day and all night because I know problems are going to arise with downloading and I lose sales if I not here to take care of them right away. As it is, I had to buy a sendspace account to send customers to download their products.



What I need you to do is to "do whatever you did" before that fixed this problem. I have added new products since then and these are the ones screwing up.



I have a number of accounts with you guys and I have been with you since the beginning, but this is starting to get really, really, old.

[E-junkie_Guru]

The download link for that order appears to be working fine at present, and that product does appear to be configured to to issue a .exe file rather than a .pdf. Our Dev/Ops team isn't available for me to ask right now, but perhaps they found and resolved the issue by now, or maybe there was a temporary glitch at Amazon S3's end that got resolved without us.



You can test the download link we issue to any buyer yourself; just click on the order's Transaction ID in your E-junkie Transaction Log, which should bring up the same thank-you/download page we generate for the buyer, then you can test the link. If the link works fine for you, then any problem must be with the buyer's own computer or ISP connection. If you confirm the link doesn't work right for you either, then by all means please do let us know, and the Transaction ID is all we'd need to investigate further.

[dsieg58]

As someone already said in a previous post..."Thank you for the canned response."

[E-junkie_Guru]

Sorry if it seemed canned, but I did actually whip that one together from scratch myself. :^)



There didn't seem to be any problem with the download link for that sale when I tested it, and we have no other reports from other sellers indicating any general problem at our end. Therefore, that case seemed to be a one-off glitch affecting just that one customer, which does inevitably happen from time to time for reasons beyond our control due to glitches with the buyer's own computer or ISP connection. There really wasn't anything else I could do to track down a problem that didn't seem to exist anymore, if there was even anything wrong at our end in the first place when it was happening.



If you do encounter any further problems, please send us their Transaction IDs, and we'd be glad to investigate those cases.

[dsieg58]

Another case of the "hanging download"



transaction ID 8KJ21975346015259



" I have tried to down-load the 2012 version,but it seem that I have a problem with my labtop, it simply shut-down during the download process, "

[E-junkie_Guru]

That sounds like a problem with the buyer's computer, probably just has it set to Sleep/Suspend/Hibernate after X minutes of inactivity. They may be able to resume the download from their browser's download manager, or they can try downloading again (you may need to reactivate their link) and either "babysit" the download by using their computer for other things until the download is complete, or just disable the power setting that shuts down their laptop after a period of inactivity.

[dsieg58]

I don't know about that...this thread is filled with people having the EXACT SAME PROBLEM. (hanging downloads) In fact, it has become such an issue, I've had to put my sendspace link on the download page as an alternate download site. (Which never has any problems by the way)



It can't ALWAYS be the buyers fault, come on. And while this is a big download, (30mg) it's not THAT BIG. It's time for you guys to take a little responsibility here. Something is wrong on your end.