Why can't people download a .ZIP file?

45 replies
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?
#download #file #people #zip
  • Profile picture of the author 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
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    • Profile picture of the author Eric Lorence
      Or their security software, browser settings, are preventing the download.
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    • Profile picture of the author GeorgR.
      Originally Posted by Denise Hall View Post

      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
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  • Profile picture of the author John Rowe
    What's a .ZIP file?
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    • Profile picture of the author e-mail2u
      Just for John
      Originally Posted by John Rowe View Post

      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...
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      • Profile picture of the author John Rowe
        Originally Posted by e-mail2u View Post

        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!
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    • Profile picture of the author Dixiebelle
      Originally Posted by John Rowe View Post

      What's a .ZIP file?

      I hope you are trying to make a funny!

      Dixie
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      • Profile picture of the author batchos
        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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        • Profile picture of the author Eric Lorence
          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.
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      • Profile picture of the author John Rowe
        Originally Posted by Dixiebelle View Post

        I hope you are trying to make a funny!
        What's a funny?
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        • Profile picture of the author ExRat
          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). :rolleyes:
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          Roger Davis

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  • Profile picture of the author 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?
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    • Profile picture of the author Eric Lorence
      Add this tag to your download link...

      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.

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    • Profile picture of the author Denise Hall
      Originally Posted by matthewd View Post

      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
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  • Profile picture of the author TheRichJerksNet
    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
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  • Profile picture of the author matthewd
    Thanks for the advice!
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  • Profile picture of the author Jeff Henshaw
    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.
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  • Profile picture of the author 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
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    • Profile picture of the author TheRichJerksNet
      Originally Posted by alexei_aus View Post

      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
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  • Profile picture of the author 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.

    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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    • Profile picture of the author Harvey Segal
      Originally Posted by samstephens View Post

      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
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      • Profile picture of the author samstephens
        Originally Posted by Harvey.Segal View Post

        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
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        • Profile picture of the author Harvey Segal
          Originally Posted by samstephens View Post

          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
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        • Profile picture of the author Barbara Eyre
          Originally Posted by samstephens View Post

          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.
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  • Profile picture of the author alexei_aus
    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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  • Profile picture of the author Thomas
    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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  • Profile picture of the author abelacts
    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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  • Profile picture of the author TheMagicShow
    Originally Posted by matthewd View Post

    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
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    " You can either give a man a fish and feed him for a day OR teach him how to catch a fish and it will feed him for a lifetime"

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    • Profile picture of the author Chris Lockwood
      Originally Posted by Magic Mel View Post

      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...
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      • Profile picture of the author matthewd
        Originally Posted by Chris Lockwood View Post

        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?
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      • Profile picture of the author Harvey Segal
        Originally Posted by Chris Lockwood View Post

        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
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      • Profile picture of the author Dixiebelle
        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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  • Profile picture of the author Anthony J Namata
    Actually, it depends on the drivers in your computer. Some older versions can't read / open a zip file.
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  • Profile picture of the author Gerald Bowman
    Banned
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    • Profile picture of the author Eric Lorence
      Originally Posted by Gerald Bowman View Post

      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!
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      • Profile picture of the author Denise Hall
        Originally Posted by Eric Lorence View Post

        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
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      • Profile picture of the author Harvey Segal
        Originally Posted by Eric Lorence View Post

        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
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  • Profile picture of the author 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.
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    • Profile picture of the author Denise Hall
      Originally Posted by matthewd View Post

      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
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  • Profile picture of the author 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
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    • Profile picture of the author 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.

      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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      • Profile picture of the author Dixiebelle
        Originally Posted by AndrewCavanagh View Post

        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
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    • Profile picture of the author Chris Lockwood
      Originally Posted by TheRichJerksNet View Post

      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?
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  • Profile picture of the author JFrost
    May be they don't know what is. Go to winzip and ask em. (compressed file format older than dirt)
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  • Profile picture of the author Angela V. Edwards
    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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