Why can't people download a .ZIP file?

matthewd · 10-20-2008, 09:05 PM

Inside my member's area I link to a few Zipped folders for people to download. They work perfectly fine for me to Right Click and Save As... but I have gotten a few emails from people saying it doesn't work when they do this.

Why would it work fine for me (in multiple browsers) and not work for them at all? Is it their fault? Or is there a better way to do it?

Denise Hall · 10-20-2008, 09:14 PM

It's entirely possible that they're doing something wrong. You'd be surprised at how many people don't know how to download, or even unzip, files.

Denise

John Rowe · 10-20-2008, 09:15 PM

What's a .ZIP file?

Eric Lorence · 10-20-2008, 09:16 PM

Or their security software, browser settings, are preventing the download.

matthewd · 10-20-2008, 09:19 PM

Hmm... I say next to everything "You MUST RIGHT CLICK and SAVE AS" but I guess they could still be doing something wrong.

But just to make sure: there is nothing special I have to do to make it work?

Eric Lorence · 10-20-2008, 09:25 PM

Add this tag to your download link...

Quote:

target="_new"

Then just tell them to "click here"

Make it as "Dummy Proof" as possible, right clicks do throw people off.

Hard to imagine, I know.

e-mail2u · 10-20-2008, 09:25 PM

Just for John

Quote:

Originally Posted by John Rowe

What's a .ZIP file?

ZIP file

A small file used for taking the rough edges off, over used zips.

You know when you get a jacket half way zipped and it jams well a zip file fixes it...

Denise Hall · 10-20-2008, 09:27 PM

Quote:

Originally Posted by matthewd

Hmm... I say next to everything "You MUST RIGHT CLICK and SAVE AS" but I guess they could still be doing something wrong.

But just to make sure: there is nothing special I have to do to make it work?

Yep, wave your magic wand and give your customers the computer knowledge and skills to understand how to download and unzip files.

Just teasing, of course. It sounds like you did everything right.

Denise

GeorgR. · 10-20-2008, 09:27 PM

Quote:

Originally Posted by Denise Hall

It's entirely possible that they're doing something wrong. You'd be surprised at how many people don't know how to download, or even unzip, files.

Denise

Yes...the "beauty" of support

Denise Hall · 10-20-2008, 09:31 PM

Quote:

Originally Posted by GeorgR.

Yes...the "beauty" of support

Beauty? I think it's a beast.

Denise

10-20-2008, 09:35 PM

I would agree with Eric ... just force open new window and add "click here" and if they still have problems then they do have some software installed that is stopping the download.

James

John Rowe · 10-20-2008, 09:42 PM

Quote:

Originally Posted by e-mail2u

Just for John...
ZIP file
A small file used for taking the rough edges off, over used zips.
You know when you get a jacket half way zipped and it jams well a zip file fixes it...

Yeah, that's what I thought. I'll take a dozen!

matthewd · 10-20-2008, 09:46 PM

Thanks for the advice!

Jeff Henshaw · 10-20-2008, 10:05 PM

Quote:

Hmm... I say next to everything "You MUST RIGHT CLICK and SAVE AS" but I guess they could still be doing something wrong.

Some times the old fashioned method works - left click on the mouse - and (sometimes) like magic the download window will appear! Quite where the file will download to however, using this method, is an unsolved mystery, but for a Warrior it is merely just another challenge.

Regards,
Jeff.

alexei_aus · 10-20-2008, 10:06 PM

i had this problem a while ago. basically if you have many people downloading .ZIP file at the same time, sometimes it gives an error. It is wise to have a copy of the zip file sitting on another host and provide a mirror link

10-20-2008, 10:11 PM

Quote:

Originally Posted by alexei_aus

i had this problem a while ago. basically if you have many people downloading .ZIP file at the same time, sometimes it gives an error. It is wise to have a copy of the zip file sitting on another host and provide a mirror link

Yeah great advice.. if you do have a large amount of members downloading it is always good to have mirrors setup. This is one place a resellers accounts can help.

James

Dixiebelle · 10-20-2008, 10:45 PM

Quote:

Originally Posted by John Rowe

What's a .ZIP file?

I hope you are trying to make a funny!

Dixie

batchos · 10-20-2008, 11:21 PM

About a year ago I received one zip file a month from a membership site like yours. The download worked fine for the first month but for nine months I couldn't download or open the file from my computer.

The membership site owner was not too helpful after the second month, so I had to go to Kinkos and use their computers to download the zip.

I eventually terminated my account with the site.

I later bought a new computer and found the same problem.

The main problem was with the download manager I used at that time. I ditched the download manager and picked up a new one (Orbit). I still get problems sometimes downloading zip files or any files.

At times I have to repeat the command 2-3 times before it processes the download. A common error is "unknown file or corrupt archive...."

My point is: don't think your customers are stupid; try as much as possible to help them. Nothing is more frustrating than having technical problems trying to download a new program so you can get on with the fun things it can do for you.

Eric Lorence · 10-20-2008, 11:34 PM

Download accelerators will often cause problems by making too many connections at once.

Many membership sites will state this in their TOS not to use those.

samstephens · 10-21-2008, 12:16 AM

There's a security software application available (wish I could remember the name of it!) that as a security "feature" will rename your zip file to it's own file format, bascially making it useless.

I guess the theory is, if you can't open a file then it can't spread viruses.

I suppose it's true.

Perhaps some of your customers are running software like this?

cheers
Sam

alexei_aus · 10-21-2008, 12:21 AM

you can create a mirror with a different file name as well.
works, in case something is wrong with your browser's cache

Thomas · 10-21-2008, 03:34 AM

Someone on this Forum got a complaint a while back from a customer who said she couldn't open his zip file because she doesn't have a zip drive!

Harvey Segal · 10-21-2008, 04:30 AM

Quote:

Originally Posted by samstephens

There's a security software application available (wish I could remember the name of it!) that as a security "feature" will rename your zip file to it's own file format, bascially making it useless.

Sam, it could be CA Firewall which changes the extension to .efw

Harvey

abelacts · 10-21-2008, 04:40 AM

As Denise said, the best is to ask your customers what had gone wrong (again, provided they can tell you exactly what happened). Customers can sometimes do funny things that we think won't happen.

As for me, clicking on zip files (not right click) would prompt me "Save As.." window.

samstephens · 10-21-2008, 04:54 AM

Quote:

Originally Posted by Harvey.Segal

Sam, it could be CA Firewall which changes the extension to .efw

Harvey

Ah yes, that's the one Harvey!

There is a fix for this security feature floating around on the net somewhere - it is possible to shut it down.

cheers
Sam

TheMagicShow · 10-21-2008, 05:08 AM

Quote:

Originally Posted by matthewd

Inside my member's area I link to a few Zipped folders for people to download. They work perfectly fine for me to Right Click and Save As... but I have gotten a few emails from people saying it doesn't work when they do this.

Why would it work fine for me (in multiple browsers) and not work for them at all? Is it their fault? Or is there a better way to do it?

Make a video and show people how to download and unzip a .zip file, maybe this can help

Harvey Segal · 10-21-2008, 05:09 AM

Quote:

Originally Posted by samstephens

Ah yes, that's the one Harvey!

There is a fix for this security feature floating around on the net somewhere - it is possible to shut it down.

What I do is tell the customer to rename the extension to zip.

In fact here is the support page I provide if anyone
wants to copy my instructions

Download and File Access Problems

Alternatively if you have additional suggestions please let me know

Harvey

Anthony J Namata · 10-21-2008, 05:39 AM

Actually, it depends on the drivers in your computer. Some older versions can't read / open a zip file.

Eric Lorence · 10-21-2008, 11:00 AM

Quote:

Originally Posted by Gerald Bowman

sEND THEM INSTRUCTIONS, MAY PEOPLE EVEN DONT KNOW WHAT A ZIP FILE IS.

This is so true, and many without Adobe Reader installed will click on a pdf file, get an error message, then assume the download is bad.

Then it's off to the support desk, while many time angrily blaming the seller.

Comes with the biz I guess!

Denise Hall · 10-21-2008, 11:06 AM

Quote:

Originally Posted by Eric Lorence

This is so true, and many without Adobe Reader installed will click on a pdf file, get an error message, then assume the download is bad.

Then it's off to the support desk, while many time angrily blaming the seller.

Comes with the biz I guess!

Yep, they certainly do that! And there you are sitting on the other side of the support desk, scratching your head trying to figure out the problem.

Denise

Harvey Segal · 10-21-2008, 11:10 AM

Quote:

Originally Posted by Eric Lorence

Then it's off to the support desk, while many time angrily blaming the seller.

Ok, I'll write up instructions, zip them up and mail it to them.

That will stop them blaming me.

Harvey

John Rowe · 10-21-2008, 01:47 PM

Quote:

Originally Posted by Dixiebelle

I hope you are trying to make a funny!

What's a funny?

ExRat · 10-21-2008, 01:57 PM

Hi,

I always ensure that I make it as easy as possible for the people that I want to, to be able to easily open my zip. (Files).

matthewd · 10-21-2008, 02:21 PM

I am glad I am not the only one that runs into these type of "obstacles." Some of the things we think are common sense for even Non-IM savvy people, just might not always be.

My general rule of thumb used to be that if my mother can do it... then anyone can, but I am seeing some people that have a harder time than her.

Barbara Eyre · 10-21-2008, 02:23 PM

Quote:

Originally Posted by samstephens

Ah yes, that's the one Harvey!

There is a fix for this security feature floating around on the net somewhere - it is possible to shut it down.

cheers
Sam

I just recently dumped CA because of stuff like this. You can download the file, but you had no real way to open it. That and it's a major resource hog - used around 15 resources.

You can go into the Firewall section of CA ... hmmm, now lets see if I can remember ... there is then a top along the top and when you click on it, it lists all sorts of file extensions to allow. I had to have it allow .zip files in order to receive true .zip files so I could proceed as normal.

Denise Hall · 10-21-2008, 02:27 PM

Quote:

Originally Posted by matthewd

I am glad I am not the only one that runs into these type of "obstacles." Some of the things we think are common sense for even Non-IM savvy people, just might not always be.

My general rule of thumb used to be that if my mother can do it... then anyone can, but I am seeing some people that have a harder time than her.

By looking at your pic, I'd say your mother is probably pretty young. And even though she might not have grown up with computers, she probably started using one at work years ago.

A lot of the people online these days are much older than that, many are in their 60's and 70's, and never really worked much with computers, if at all. So the whole concept is really foreign to them, and even the minor things (like unzipping files) need to be explained.

Denise

Chris Lockwood · 10-21-2008, 06:41 PM

Quote:

Originally Posted by Magic Mel

Make a video and show people how to download and unzip a .zip file, maybe this can help

Then you'll have to teach them how to hook up their speakers and how to play the video.

If they're having trouble clicking a link...

matthewd · 10-21-2008, 06:45 PM

Quote:

Originally Posted by Chris Lockwood

Then you'll have to teach them how to hook up their speakers and how to play the video.

If they're having trouble clicking a link...

That's what I was thinking.

I had someone that the other day copied and pasted the links from my member's area to an email and asked me what to do with them...

The email went something like:

"What do I do with these links?
Video 1
Video 2
Video 3
Video 4..."

Not to sound like an ass, but I was amazed.

EDIT: I do love helping people... but this brings up another question for me: When do you draw the line? I enjoy helping people that are taking action and helping themselves as well... I am still helping these few others but am I wasting time?

Harvey Segal · 10-21-2008, 06:47 PM

Quote:

Originally Posted by Chris Lockwood

Then you'll have to teach them how to hook up their speakers and how to play the video.

If they're having trouble clicking a link...

No problem.

I have a zip file that explains this

Harvey

Dixiebelle · 10-21-2008, 07:11 PM

So many people have different zip programs, and still do not know how to properly use them. When I send a zipped file, I also send a trial download link to Winzip, with a notation letting them know that they can use it free if they don't have a download program, or are having trouble with the one they have.

Winzip's install directions are simple and very easy to understand. Sofar, I haven't rec'd any bad feedback about zipped files.

Another plus is, Winzip has an affiliate program. If the customer decides to purchase during the trial period, you earn a commission. All you have to do is sign up for the program and place your link on the download page. It's a no-brainer.

I don't try to push it on them. I just want them to receive the download as quickly, and without as much stress as possible.

Dixie

10-21-2008, 07:14 PM

It's a good thing to know that MacOS X has a pre-built in zip system that can compress and uncompress.. No software to download, no winzip needed, no drop zip needed, none of that ..

James

AndrewCavanagh · 10-21-2008, 09:31 PM

Really think this through.

In many cases the people buying off you have problems because yours is the first digital product they've ever bought online.

Now you can completely screw them up and put them off buying off you or anyone else online for months or years...

Or you can take the time to work out what their problem is and solve it...

Then put very simple directions on your download page so no one else has that problem.

If you make the experience as smooth as possible for the newbie and deliver real value they'll buy from you over and over.

Kindest regards,
Andrew Cavanagh

Chris Lockwood · 10-21-2008, 11:19 PM

Quote:

Originally Posted by TheRichJerksNet

It's a good thing to know that MacOS X has a pre-built in zip system that can compress and uncompress.. No software to download, no winzip needed, no drop zip needed, none of that ..

James

You mean just like Windows has?

JFrost · 10-21-2008, 11:29 PM

May be they don't know what is. Go to winzip and ask em. (compressed file format older than dirt)

Dixiebelle · 10-22-2008, 01:23 AM

Quote:

Originally Posted by AndrewCavanagh

Really think this through.

In many cases the people buying off you have problems because yours is the first digital product they've ever bought online.

I second that Andrew. The first time I ever downloaded a file, it took me an hour to find it. I didn't know how to direct it to a specific place, so I thought it had not downloaded. I emailed the sender for instructions. Luckily, the download came from someone with a lot of patience. Everyone needs instruction the first time.

That's the reason I always include an email address with a natation to email me if the purchaser has a problem.

Dixie

Angela V. Edwards · 10-22-2008, 01:27 AM

I see that same issue from time to time with my customers. If they just can't download it, I usually give them an alternate type of download. It's easier than trying to figure out why they can't download the file.

10-20-2008, 09:05 PM	#1
matthewd Licensing Pro War Room Member Join Date: Aug 2007 Location: Springfield, MO Posts: 838 Thanks: 92 Thanked 44 Times in 34 Posts Social Networking	Why can't people download a .ZIP file? Inside my member's area I link to a few Zipped folders for people to download. They work perfectly fine for me to Right Click and Save As... but I have gotten a few emails from people saying it doesn't work when they do this. Why would it work fine for me (in multiple browsers) and not work for them at all? Is it their fault? Or is there a better way to do it?

10-20-2008, 09:14 PM	#2
Denise Hall Senior Warrior Member War Room Member Join Date: May 2006 Location: Gaylord, MI, USA. Posts: 1,558 Thanks: 8 Thanked 20 Times in 15 Posts Social Networking	Re: Why can't people download a .ZIP file? It's entirely possible that they're doing something wrong. You'd be surprised at how many people don't know how to download, or even unzip, files. Denise
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10-20-2008, 09:15 PM	#3
John Rowe YES, I'M RICH! War Room Member Join Date: Aug 2002 Location: Vancouver, B.C. Posts: 1,887 Thanks: 81 Thanked 77 Times in 52 Posts	Re: Why can't people download a .ZIP file? What's a .ZIP file?

10-20-2008, 09:16 PM	#4
Eric Lorence Senior Warrior Member War Room Member Join Date: Jan 2008 Location: Alpharetta,GA, USA. Posts: 1,440 Thanks: 497 Thanked 199 Times in 144 Posts	Re: Why can't people download a .ZIP file? Or their security software, browser settings, are preventing the download.

10-20-2008, 09:19 PM	#5
matthewd Licensing Pro War Room Member Join Date: Aug 2007 Location: Springfield, MO Posts: 838 Thanks: 92 Thanked 44 Times in 34 Posts Social Networking	Re: Why can't people download a .ZIP file? Hmm... I say next to everything "You MUST RIGHT CLICK and SAVE AS" but I guess they could still be doing something wrong. But just to make sure: there is nothing special I have to do to make it work?

10-20-2008, 09:35 PM	#11
TheRichJerksNet Guest Posts: n/a	Re: Why can't people download a .ZIP file? I would agree with Eric ... just force open new window and add "click here" and if they still have problems then they do have some software installed that is stopping the download. James
TheRichJerksNet Guest Posts: n/a

10-20-2008, 09:46 PM	#13
matthewd Licensing Pro War Room Member Join Date: Aug 2007 Location: Springfield, MO Posts: 838 Thanks: 92 Thanked 44 Times in 34 Posts Social Networking	Re: Why can't people download a .ZIP file? Thanks for the advice!

10-20-2008, 10:06 PM	#15
alexei_aus HyperActive Warrior War Room Member Join Date: Oct 2008 Location: Melbourne, Australia Posts: 476 Blog Entries: 3 Thanks: 14 Thanked 10 Times in 9 Posts Social Networking	Re: Why can't people download a .ZIP file? i had this problem a while ago. basically if you have many people downloading .ZIP file at the same time, sometimes it gives an error. It is wise to have a copy of the zip file sitting on another host and provide a mirror link
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10-20-2008, 11:21 PM	#18
batchos HyperActive Warrior War Room Member Join Date: Aug 2006 Location: , , . Posts: 410 Thanks: 91 Thanked 36 Times in 34 Posts	Re: Why can't people download a .ZIP file? About a year ago I received one zip file a month from a membership site like yours. The download worked fine for the first month but for nine months I couldn't download or open the file from my computer. The membership site owner was not too helpful after the second month, so I had to go to Kinkos and use their computers to download the zip. I eventually terminated my account with the site. I later bought a new computer and found the same problem. The main problem was with the download manager I used at that time. I ditched the download manager and picked up a new one (Orbit). I still get problems sometimes downloading zip files or any files. At times I have to repeat the command 2-3 times before it processes the download. A common error is "unknown file or corrupt archive...." My point is: don't think your customers are stupid; try as much as possible to help them. Nothing is more frustrating than having technical problems trying to download a new program so you can get on with the fun things it can do for you.
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10-20-2008, 11:34 PM	#19
Eric Lorence Senior Warrior Member War Room Member Join Date: Jan 2008 Location: Alpharetta,GA, USA. Posts: 1,440 Thanks: 497 Thanked 199 Times in 144 Posts	Re: Why can't people download a .ZIP file? Download accelerators will often cause problems by making too many connections at once. Many membership sites will state this in their TOS not to use those.

10-21-2008, 12:16 AM	#20
samstephens DLGuard.com War Room Member Join Date: Nov 2004 Location: Central Coast, Australia Posts: 6,199 Thanks: 67 Thanked 257 Times in 117 Posts Social Networking	Re: Why can't people download a .ZIP file? There's a security software application available (wish I could remember the name of it!) that as a security "feature" will rename your zip file to it's own file format, bascially making it useless. I guess the theory is, if you can't open a file then it can't spread viruses. I suppose it's true. Perhaps some of your customers are running software like this? cheers Sam
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10-21-2008, 12:21 AM	#21
alexei_aus HyperActive Warrior War Room Member Join Date: Oct 2008 Location: Melbourne, Australia Posts: 476 Blog Entries: 3 Thanks: 14 Thanked 10 Times in 9 Posts Social Networking	Re: Why can't people download a .ZIP file? you can create a mirror with a different file name as well. works, in case something is wrong with your browser's cache
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10-21-2008, 03:34 AM	#22
Thomas Leprechaun Killer War Room Member Join Date: Jul 2002 Location: Ireland Posts: 3,236 Blog Entries: 14 Thanks: 149 Thanked 349 Times in 219 Posts	Re: Why can't people download a .ZIP file? Someone on this Forum got a complaint a while back from a customer who said she couldn't open his zip file because she doesn't have a zip drive!
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10-21-2008, 04:40 AM	#24
abelacts Advanced Warrior War Room Member Join Date: Jun 2008 Posts: 563 Thanks: 15 Thanked 42 Times in 26 Posts	Re: Why can't people download a .ZIP file? As Denise said, the best is to ask your customers what had gone wrong (again, provided they can tell you exactly what happened). Customers can sometimes do funny things that we think won't happen. As for me, clicking on zip files (not right click) would prompt me "Save As.." window.
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10-21-2008, 05:39 AM	#28
Anthony J Namata HyperActive Warrior War Room Member Join Date: Sep 2007 Location: Dar es salaam, Tanzania. Posts: 380 Blog Entries: 2 Thanks: 1 Thanked 53 Times in 9 Posts Social Networking Contact Info	Re: Why can't people download a .ZIP file? Actually, it depends on the drivers in your computer. Some older versions can't read / open a zip file.
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10-21-2008, 01:57 PM	#33
ExRat Dare To Be Different War Room Member Join Date: Nov 2005 Location: U.K. Posts: 8,878 Thanks: 1,318 Thanked 2,807 Times in 1,041 Posts	Re: Why can't people download a .ZIP file? Hi, I always ensure that I make it as easy as possible for the people that I want to, to be able to easily open my zip. (Files).
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10-21-2008, 02:21 PM	#34
matthewd Licensing Pro War Room Member Join Date: Aug 2007 Location: Springfield, MO Posts: 838 Thanks: 92 Thanked 44 Times in 34 Posts Social Networking	Re: Why can't people download a .ZIP file? I am glad I am not the only one that runs into these type of "obstacles." Some of the things we think are common sense for even Non-IM savvy people, just might not always be. My general rule of thumb used to be that if my mother can do it... then anyone can, but I am seeing some people that have a harder time than her.

10-21-2008, 07:11 PM	#40
Dixiebelle HyperActive Warrior War Room Member Join Date: Feb 2008 Location: Tennessee Posts: 426 Thanks: 99 Thanked 27 Times in 18 Posts Social Networking	Re: Why can't people download a .ZIP file? So many people have different zip programs, and still do not know how to properly use them. When I send a zipped file, I also send a trial download link to Winzip, with a notation letting them know that they can use it free if they don't have a download program, or are having trouble with the one they have. Winzip's install directions are simple and very easy to understand. Sofar, I haven't rec'd any bad feedback about zipped files. Another plus is, Winzip has an affiliate program. If the customer decides to purchase during the trial period, you earn a commission. All you have to do is sign up for the program and place your link on the download page. It's a no-brainer. I don't try to push it on them. I just want them to receive the download as quickly, and without as much stress as possible. Dixie
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10-21-2008, 07:14 PM	#41
TheRichJerksNet Guest Posts: n/a	Re: Why can't people download a .ZIP file? It's a good thing to know that MacOS X has a pre-built in zip system that can compress and uncompress.. No software to download, no winzip needed, no drop zip needed, none of that .. James
TheRichJerksNet Guest Posts: n/a

10-21-2008, 09:31 PM	#42
AndrewCavanagh Senior Warrior Member War Room Member Join Date: Dec 2006 Location: Cairns, Australia. Posts: 3,267 Thanks: 3 Thanked 784 Times in 425 Posts	Re: Why can't people download a .ZIP file? Really think this through. In many cases the people buying off you have problems because yours is the first digital product they've ever bought online. Now you can completely screw them up and put them off buying off you or anyone else online for months or years... Or you can take the time to work out what their problem is and solve it... Then put very simple directions on your download page so no one else has that problem. If you make the experience as smooth as possible for the newbie and deliver real value they'll buy from you over and over. Kindest regards, Andrew Cavanagh
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10-21-2008, 11:29 PM	#44
JFrost Active Warrior Join Date: Aug 2008 Posts: 59 Thanks: 0 Thanked 0 Times in 0 Posts	Re: Why can't people download a .ZIP file? May be they don't know what is. Go to winzip and ask em. (compressed file format older than dirt)
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10-22-2008, 01:27 AM	#46
Angela V. Edwards Angela from Aberdeen War Room Member Join Date: Apr 2007 Location: Aberdeen, WA USA. Posts: 3,950 Blog Entries: 3 Thanks: 20 Thanked 539 Times in 191 Posts Social Networking	Re: Why can't people download a .ZIP file? I see that same issue from time to time with my customers. If they just can't download it, I usually give them an alternate type of download. It's easier than trying to figure out why they can't download the file.
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