You have made a purchase and find that you are unable to download the file(s). This is upsetting and inconvenient but not uncommon.
WHY is it happening? There are several possibilities on the online side, usually temporary and quickly checked:
The Internet
To ensure that your Wi-Fi network or broadband connection is working correctly, disconnect for one minute, and then re-connect. This will renew your computer’s internet connection. Then refresh your browser by clicking the circle-arrow, top left beside the URL.
It is possible, though rare, that the server which is hosting the downloadable files is experiencing a temporary problem. Unless there is an alert message, this is hard to diagnose, and one can only wait until the glitch has been resolved by those in charge.
In this case, follow the steps below to increase the overall performance of your computer and eliminate other possible causes, then try again later.
Misconfigured web servers, firewalls and blocking rules may also result in file download failures.
Even so, experts agree that the most common causes of download problems are on the user side (computer health).
Troubleshooting
To find out why your device is blocking the download(s), begin with the most likely and easy remedies by following the steps below in order. They will be good for your computer in any case.
#1 – The Junk
As time goes by, your computer gets cluttered with recycle bin files, temporary files, application cache files, program and log files, unused language files etc. These junk files take up space and can cause internal conflicts that prevent file downloads.
Step #1: Clear out the junk. Use the built-in disk clean-up tool that comes with the operating system, or choose a third-party tool to improve your computer’s overall performance. It is recommended to back up your system beforehand to guard against errors.
#2 – The Update
Your download problem may be specific to the browser/driver you are using, or to one particular application. A driver update will bring your computer to the latest operating system (OS) to keep it running smoothly.
Step #2: Run system updates. Select: System Settings > General > Software Update. The program will do a check and give instructions for installing available updates.
#3 – The Security
Security settings on your device are also able to prevent innocent file downloads.
The Microsoft Windows Attachment Manager helps to protect computers from unsafe attachments received with an email, and from risky or dangerous files on the internet. It may have removed the files you tried to download, even if they are quite safe.
If the option ‘File download’ is disabled in your internet security settings, it is impossible to download any file.
Check your security settings with the following easy steps.
Windows users:
- From the Start screen, type inetcpl.cpl and press Enter
- In the Internet Properties window, click the Security tab, click the internet zone (globe icon), then click the Custom level button
- In the Security Settings window, scroll down to Downloads > File download
- Click to select Enable
- Scroll down the list further to Miscellaneous > Launching applications and unsafe files
- Click to select Prompt (recommended)
- Click OK
Apple users: Why is my Mac not downloading files and how to fix it
If you are using your school´s email account, it may be your admin´s security settings that are causing the problem. Some organizations have email security systems that scan emails before they are delivered to the recipient. These filters may stop an order confirmation from reaching you, or prevent the use of download links. If a cautious email filter is at play, you will have to ask the school´s admin to unblock your emails and whitelist the sender. Or simply use your personal email when placing an order.
#4 – The Browser
Browser cache files sometimes cause conflicts that can prevent downloading. Like cleaning your computer of junk files, clearing your browser cache resolves a variety of issues.
Step #4: Clear your browser. This option is found in the ‘Security & Privacy’ section of the browser’s settings. For detailed instructions, search “How to clear (insert name) browser cache”. Then restart your computer.
Other easy fixes are switching to another browser or using the incognito browsing mode by pressing CTRL+SHIFT+N
#5 – The Downloads Folder
Downloads are normally sent to a specific folder by default, but they may also be directed to the document file you last opened. If you cannot find a download, check there first.
Step #5: Type the name of the file into the search bar, and it should appear.
#6 – Reach Out
Once you have carried out all these steps, request that your download link(s) be reset.
Step #6: Get in touch. Use the Contact form to let us know that you completed the troubleshooting process. Your download link(s) will be reset, and your ordered files should arrive as intended.
#7 – Download
To access your regenerated link(s):
Step #7: Try again. Go to your account on our site and select My Account > Downloads. Then let us know if you were successful.
