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Author Topic: problems with customers downloading from site  (Read 405 times)

Offline sdilan77

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problems with customers downloading from site
« on: February 11, 2008, 06:52:12 AM »
Hello everyone,

A little background first:
On our site, people can register and then download various free trainings (zipped) and handouts (pdfs), which are several meg each (up to about 15 meg).  When they click on one of the downloads, a registration page pops up.  They fill in name, company, and email address, then choose from a drop down menu.  The program asks them to save or open.  As soon as they decide, we receive an email notifying us.  Note:  Once they have filled in the registration info, the window stays open and they can keep on downloading other programs.

Now, the problem:
From the emails we receive, we see that many people have to redownload the first program or handout they choose.  For some reason, it downloads (say around 700K) and then stops like it's finished, even though the program could be, for example, 15 meg.  Of course, they think it's done and may or may not continue downloading others (which completely download); then when they go to open the first one they downloaded they get an error message saying something about the file being incomplete or corrupt.

So far as we can tell there is no pattern, different Internet systems, different first downloads, no way to ask people what type of protection they use for Internet without them wondering what kind of site we're running.  One of our people suggested a tiny interruption in Internet service or a power surge, but it's almost always on a first download.

Has anyone ever had any problems with people downloading from their website?  Is their any solution?

 :help:

TIA,
S. Dilán



Regrets are memories of lost opportunities.  Live your life with no regrets. --S. Dilán

Offline Mitch

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Re: problems with customers downloading from site
« Reply #1 on: February 11, 2008, 07:19:30 AM »
What type of script/cms do you have in place for the downloading. One way to test and see if it is a server side issue would be to put up a plain unprotected link up for testing reasons, and see if it could be downloaded by a number of different people in a number of different locations. 
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Offline sdilan77

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Re: problems with customers downloading from site
« Reply #2 on: February 11, 2008, 08:04:57 AM »
Thanks for the quick response!

I don't know about specific coding; we have someone else who does that. If I understand you correctly, you're talking about people not having to go through the popup registration page in order for them to download one of the programs, right?

When we're having our people give a last "look over" of the programs before offering them to the public, we give them the actual address so they can download it from the net without having to use any registration or any FTP program.  Would that way work for us to do the testing you suggested?

Susan Dilán
Regrets are memories of lost opportunities.  Live your life with no regrets. --S. Dilán