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Troubleshooting Download Issues


1. Have you got enough disk space?

You would be surprised, but most people who run into errors don’t realise that their hard drive is full. Please make sure you have enough space on your computer.

2. Restart the browser or try a different browser

This works mostly when using a computer. Try to restart your browser (fully close down the app and open it again).

Sometimes this is all it needs, just like computers need to be restarted sometimes. Some browsers can cause issues, especially if you have an outdated version. This can cause problems with privacy and may cause download issues.

Browsers such as Brave can cause problems by blocking downloads as a safety feature. please make sure that you have checked to see if the browser is causing the problem.

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.

chrome market share chart

3. Are you trying to download from the right download email

Make sure that you are trying to download from the latest download email from your store’s orders.

4. Check if you are on restricted internet (School, Uni, or Work?)

Sometimes there are firewall issues with WiFi at education facilities, workplaces or organisations. They restrict students/workers from downloading from all websites apart from their whitelist of approved sites. Those approved sites are usually a small selection of the ones you need, such as Adobe, Microsoft etc.

This is a security measure to prevent people from wreaking havoc on their servers with potential hacks or viruses from sites they shouldn’t be visiting.

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

5. If you’re using mobile, check the right folders to find the files


For iPhone, when you download files, they go to the “Files” app. This is also your iCloud folder.

If you downloaded using Safari, you can access your downloads in the “Downloads” folder in Safari.

Learn how to locate downloaded files on iPhone.

files app
saving files on iphone


Learn where files are saved to.

6. 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.

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.

8. 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.

9. 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