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Troubleshooting Download Issues For Customers


Sometimes the customer can run into issues downloading files. First thoughts, you might think it’s our app causing the issues, but it’s not. This can happen for many easy-to-fix reasons, please read below!

1. Restart the browser

Try to restart your browser (fully close down the app and open it again, not just close the window).

Sometimes this is all it needs, just like computers need to be restarted sometimes.

2. Try a different browser

Some browsers are just not very good, and Windows Explorer was one of them, that’s why it’s just been shut down.

Chrome is the most used browser in the world and it is supportive of web applications and developers. Generally, it’s the best browser to use.

It’s sometimes good to try to download in incognito mode because cookies, chrome apps or something could be causing an issue.

3. Restart the computer

Restarting the computer is one of the most common fixes for many software issues. Things can build up in your memory cache or even your OS. Sometimes just a simple restart will solve most of your software issues.

4. Browser apps causing problems

Try downloading the files using Chrome Incognito mode.

If it works, you may have a bad Chrome app installed in your browser. Some apps can interfere with the download links and change the URL.

We have special URLs to protect your files from being shared with others, so the URL will be broken if any apps interfere with it.

Incognito mode removes all apps from the browser.

5. Check the ISP connection

Sometimes you are still connected to WiFi, but there may not be an internet connection. Check with your ISP for outages on their network.

Read this if the WiFi is connected but no internet.

6. Check if you are on restricted internet

Sometimes there are issues with WiFi at workplaces. They restrict workers from downloading from specific websites.

Try downloading from a 4G connection from your phone network and test to see if it works there or just wait to go home later than night.

7. Check your WiFi device drivers

macOS will probably be OK in this scenario, but Windows or Linux may need some attention. Check your drivers to make sure they are up to date.