| For FTP
Site Help, click here |
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Common
errors reported by user's trying to access or download from
our web site:
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1.
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I cannot download
the file because it's access protected (or some other error
phrase indicating that special permission is required). |
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NONE
of the material that is posted on the web site (FTP site) is
restricted or password protected. |
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The
only requirements for downloads, is that the customer provide
an Email address (either manually via FTP login, or automatically
through their browser configuration. Other than the Email requirement,
it is possible that the user had configuration issue on his
or her end. |
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It
is possible that a FTP configuration issue exists on your end
... ensure that you have Passive-Mode FTP enabled (see your
PC or Network Administrator if you are not sure). |
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Issues
may exist with your browser (for example, there is a known bug
with Internet Explorer 5, which causes interference when trying
to access FTP sites, and modifying (via the browser options)
how FTP sites are accessed can help). You may need to
query the web site or documentation for the browser you use
for hints on known issues. |
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If you are
positive that there are no configuration issues on your end
(Email or Passive-Mode FTP), call 877-778-2687 in the USA (select
here for other countries) to inquire about the status of
the file being downloaded. See the attached set
of questions for information you may be asked at the time
of your call. |
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2.
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When I click on
the file to download, it acts as if it's about to do something,
then it stalls and nothing happens. |
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Again, usually indicates
a protocol or configuration problem on customer's end. We have
NO restrictions to any files offered for download. You may try
again at another time, or call 877-778-2687 in the USA (select
here for other countries) to inquire about the status of
the file being downloaded. See the attached set of questions for information
you may be asked at the time of your call. |
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Specifically with
PDF files, the customer's browser configuration (for apps),
and version of Acrobat Reader can be the culprit. Check the
browser settings to see which application helper or plug-in
has been assigned, and ensure that you have the latest version
of Adobe Acrobat Reader (free) software. |
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3.
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When I click
on the file to download, it just opens up on the screen and
I can't download. |
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A left mouse click
will launch whatever application that your browser has configured
for that file extension, in the manner (plug-in or externally)
configured. |
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A right mouse click
(in Netscape and Internet Explorer), will allow you to save
link as, and prompt for a target directory to which the file
will be downloaded. |
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4.
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I cannot download
the PDF documents. |
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A left mouse click
will launch whatever Adobe Acrobat Reader version that your
browser has configured, in the manner (plug-in or externally)
configured, for read-only, print-only viewing. |
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A right mouse click
(in Netscape and Internet Explorer), will allow you to save
link as, and prompt for a target directory to which the file
will be downloaded. |
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5.
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When
I click on the Macintosh software to download, it simply opens
up on the screen and I can't download it. |
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These Macintosh
files are in BINHEX format. You must have a BINHEX utility (i.e.
Stuffit Deluxe , Stuffit Expander, MacBinHex, etc.) to be able
to expand and extract these files. After selecting the file,
most WEB browsers (i.e. NetScape) will display the file in text
format. Under the FILE menu, select SAVE AS...to get the file
to your computer. Alternatively, on a Macintosh running Netscape,
option - click the file your wish to download. This will write
the file directly to your hard disk. |
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6.
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I am able to download the file I need, but when I try to use
it, it appears to be corrupted. -
First, ensure that the items listed above have been addressed. |
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- If you have
problems downloading files through your browser (after the suggestions
above have been addressed), you may want to download directly
from our FTP site,
click here to access our ftp site. |
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