I'm having trouble with my downloads

Failed downloads

Unfortunately, download errors aren’t uncommon, especially when downloading large files! If you are getting errors saying that the download has failed, or that the download cannot be completed please try the following:

  1. Swap to a different browser (especially if you are seeing this error when using Safari!). Sometimes just swapping browsers makes all the difference!
  2. Try downloading to a different location on your computer.
  3. If possible, try downloading on a different device. 

If you still have issues after trying these potential quick fixes, please get in touch and include as much information as you can for the error you are seeing (screenshots are really useful!). Also please include what device you are using to download along with which browser you are using. 

Extraction errors

If you download a file but then get an error saying the zip file is empty, damaged or corrupt when you try to extract, it is most likely that the download has been interrupted at some point. Sometimes it’s not possible to tell that a download hasn’t been completed correctly until you come to unzip the file! If this happens, please delete the corrupt zip file from your computer and empty the recycle bin. Then log back in to your account and download the file again. Downloading the file to a different location on your computer can also help, as can trying a different browser. 

If you still have issues after downloading, please get in touch including as much information on the error as you can. 

Still need help? Contact Us Contact Us