Is your download link not working?

New Site:

Cookies:

Download problems will often come down to a bad cookie.  Please log out of any instances of our sites and then clear your internet cookies. Logging out and clearing your cookies should allow you to proceed normally when you log back in.

Extensions:

We have seen some issues with some recently updated security browser extensions that are causing problems - specifically with Malwarebytes and McAfee.  If clearing your cookies didn't help, you might want to try disabling any browser extensions temporarily to see if that will allow you to  download normally.  

Bulk Downloading / Multiple Files:

If you are downloading multiple files/products using the check boxes to download them together as a single ZIP file, there could be a problem with the resulting file size.  In that case you might try downloading the files individually rather than using the bulk download feature.

Still can't download?:

If that still doesn’t help, we will need to tap our tech team for some assistance and they will surely ask for more information.  Please reach out to use using the Contact link at the bottom left side of each site page and let us know the following:

1. What URL are you on when you see the error?
2. What date and time did this issue happen to you, to the best of your recollection? (Please include the time zone.)
3. What operating system and version are you using? E.g. "macOS 14.2.1"
   1. Windows instructions here
   2. macOS instructions here
   3. iOS/iPadOS instructions here
   4. Android instruction here
4. What browser are you using?
5. What version is your browser? (You can find that by going to https://www.whatsmybrowser.org/ then click the copy button and then paste the link in your reply here)
6. What is your IP address? You can find this by going here; if it lists both an IPv4 and IPv6 address, please include both.
7. If you can send a screenshot of what you are seeing, that would be very helpful as well

We will respond to you as soon as we can.

Legacy Site:

Do you have a download link but clicking on that link doesn't cause your download to begin? Please try these steps to correct the issue. 

• Download issues are often linked to a bad cookie.  Please log out of all instances of our sites and clear your internet cookies and cache.  When you log back in you should be able to proceed normally.
• If you still can't download, please disable any firewall or download accelerator software as well as any pop-up blockers you may have and try your downloads again.
• If that doesn't help, you may want to try a different web browser. We suggest you try Chrome or FireFox as both browsers seem to work well for most of our customers. 

If you still don't have your files, please contact Customer Service and let us know the following and we can look for a way to get the files to you:

1. Your order number
2.  The title you are trying to download
3. What error you are seeing (a screenshot might be helpful) and we can research further