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Melissa K.
Melissa K.
User

Store Download Failed  en

Author: Melissa K.
Visited 351, Followers 1, Shared 0  

Hi everyone,

I have a bit of an issue once again with the store. So, everything is seemingly going well, except my client's customers were having problems downloading the files. We chalked it up to impatience etc.

However, we tested out the link today, and the download link doesn't actually work. It asks for where to save, and then automatically says download failed. And this has been happening all across the board for a while now.

Any ideas?

Posted on the
22 ANSWERS
Aleksej H.
Aleksej H.
Moderator
Best User of the month RU

Hello. Try creating a test product and adding a downloadable file. Are you having problems with this product too?
Try PHP 7.2, 7.3, 7.4.

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Posted on the from Aleksej H.
Aleksej H.
Aleksej H.
Moderator
Best User of the month RU

What kind of error occurs? Do the files exist on the hosting?

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Posted on the from Aleksej H.
Melissa K.
Melissa K.
User
Author

Yes, the file exists on the hosting - it was working fine until recently, so I'm not too sure. The error depends, sometimes it shows a network error, other times it says that the site returned nothing.

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Posted on the from Melissa K.
Aleksej H.
Aleksej H.
Moderator
Best User of the month RU

Try creating a test product and adding a downloadable file. Are you having problems with this product too?

Have you tried changing the PHP versions?

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Posted on the from Aleksej H.
Melissa K.
Melissa K.
User
Author

Hi Aleksej,

The problem is with the temporary link the user gets, I can't test that out because it's randomly generated.

And how do I change the php versions? The one I'm using is the only one that's both compatible with my server and the software I believe.

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Posted on the from Melissa K.
Aleksej H.
Aleksej H.
Moderator
Best User of the month RU

"The problem is with the temporary link the user gets, I can't test that out because it's randomly generated." - Try creating a test product and adding a downloadable file. Are you having problems with this product too? What error message do you receive?

"And how do I change the php versions?" - In most cases, you can do this in your hosting control panel.

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Posted on the from Aleksej H.
Melissa K.
Melissa K.
User
Author

Hi Aleksej,

I tested it out as my clients have multiple files, and here's what I found out - there's two issues.

The first is that there's a singular item that, despite me checking on the program and it shows that the file is fine, the site gives my client's customers a blank "download" file without a file extension. I have checked, and the file is in the site. I reuploaded the file and it seems to be working now, but I'm not sure what happened, as it had been working previously.

The second is the following: due to security alerts etc, my client's site is using https protocol, and the site is listed as such. However, the store email sends a link for an http. I changed the link to https in the export settings and it worked - but I don't understand why the site doesn't do it automatically?

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Posted on the from Melissa K.
Aleksej H.
Aleksej H.
Moderator
Best User of the month RU

"I reuploaded the file and it seems to be working now, but I'm not sure what happened, as it had been working previously." - I am glad that your problem has been resolved.Something like this happens sometimes.I think this is a program problem due to the update.

"but I don't understand why the site doesn't do it automatically?" - the program does not know which protocol you want to use if you do not specify this protocol in the program.

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Posted on the from Aleksej H.
Melissa K.
Melissa K.
User
Author

Program problem due to update - I'm not sure I follow. How would the program update affect my online cart?

What I mean is - if I type in http in front of my client's site, the server automatically converts it to https. However, when it comes to the cart portion, it doesn't.

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Posted on the from Melissa K.
Aleksej H.
Aleksej H.
Moderator
Best User of the month RU

"Program problem due to update - I'm not sure I follow. How would the program update affect my online cart?" - I cannot know this in advance.You need to test it on a test site.

"What I mean is - if I type in http in front of my client's site, the server automatically converts it to https. However, when it comes to the cart portion, it doesn't." - redirection on the server does not affect the protocol that the program generates when the site is unloaded.

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Posted on the from Aleksej H.
Melissa K.
Melissa K.
User
Author

No, I mean, I uploaded my site and it has the products. They work fine. I update my site, add new products, but the original products remain the same. They're all working fine. How would updating the program affect an older product that hasn't been touched even though I haven't uploaded anything new?

Ah, I see, I think. So there are some functions from the cart that the server won't automatically redirect?

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Posted on the from Melissa K.
Aleksej H.
Aleksej H.
Moderator
Best User of the month RU

"How would updating the program affect an older product that hasn't been touched even though I haven't uploaded anything new?" - the answer remains the same.Any updates to the program itself may affect the entire site as a whole or its individual parts.

"Ah, I see, I think. So there are some functions from the cart that the server won't automatically redirect?" - Yes. To do this, you need to set the protocol here:

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Posted on the from Aleksej H.
Melissa K.
Melissa K.
User
Author

Even if I don't upload anything new? Just changes to the code on the program through updates affect things on my client's site? Isn't that a bit of a bad thing?

Ahhh yep, that's what I wound up doing and it helped.

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Posted on the from Melissa K.
Aleksej H.
Aleksej H.
Moderator
Best User of the month RU

"Even if I don't upload anything new? Just changes to the code on the program through updates affect things on my client's site?" - yes, if the program was updated and you unloaded the site, then anyway changes in the code can affect the entire site or its individual parts.But this influence can be harmless.

"Isn't that a bit of a bad thing?" - I agree with you.This is bad.But this situation is very common in software.Any update or change of settings may lead to some kind of problems.Or not.

"Ahhh yep, that's what I wound up doing and it helped." - I'm glad your problem has been resolved.

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Posted on the from Aleksej H.
Melissa K.
Melissa K.
User
Author

Hi again,

I am still having issues with this. Files that were uploaded previously and were working fine suddenly stop working, and while I know I can just reupload the files, I have no way of knowing there's an issue until the client's customers complain. And that's not good for my client's business. They should be able to have the files reliably there, so I would like to know how Incomedia is planning on addressing and fixing this.

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Posted on the from Melissa K.
Aleksej H.
Aleksej H.
Moderator
Best User of the month RU

Hello. I sent a notification about your question to the company employees, expect an answer from them here in the comments.

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Posted on the from Aleksej H.
Incomedia
Stefano G.
Incomedia

Hello Melissa

I would like to ask a few questions to understand the current situation

1_ First of all, can you show me an example of a link you inserted into the project to download the file? I would like to check if the link has any issues with the way it has been provided

2_ Talking about the same exact file, sometimes the download works and sometimes it doesn't? If this is the case, I can only advise contacting your hosting provider

Such an issue cannot be caused by the software since the link remains the same. It must be the hosting presenting problems perhaps due to high volumes of downloads of something similar

Keep me posted here with this information

Thank you

Stefano

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Posted on the from Stefano G.
Melissa K.
Melissa K.
User
Author

Hi Stefano

1: the link after the .com of my client's site continues with: /cart/x5cart.php?download=72acb34ea2fb9241256b16af74ea6b9bce94dcf8

As far as I can tell there's no difference with other links that do work. Of course, they always vary, this is one such example where the download link did not work. 

2: No, you don't understand. The link above, for example, would never work. Even after I already fixed the file, this link remains on wanting to download a "download" file without a file extension. I also did a pretend purchase to test it out and I got the same issue. My client's customers forward their emails with the link and we too get the same issue from that link.

That's why it can't be the hosting, because the link itself that the program provides in the email is faulty.

Please let me know what you advise.

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Posted on the from Melissa K.
Incomedia
Stefano G.
Incomedia

Hello Melissa

I believe I did not explain myself properly. I do not need the link given by the email but the original one you used in the software

Or are you perhaps using the "local file" option? Which one is it?

Keep me posted here

Thank you

Stefano

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Posted on the from Stefano G.
Melissa K.
Melissa K.
User
Author

Hi Stefano,

I'm using the local file option, with a temporary download link.

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Posted on the from Melissa K.
Incomedia
Stefano G.
Incomedia

Hello Melissa

I believe I have overlooked an important detail you mentioned.

You say that " Files that were uploaded previously and were working fine suddenly stop working, and while I know I can just reupload the files", so if you actually just replace the file online, the link suddenly works again?

What do you mean by "replace"? Do you pick a new file and upload the entire website again or do you change that via FTP?

If right now the file isn't downloading, what happens if you download it manually via FTP? Does it work then?

You could try replacing a file and checking how it looks like on the server. As soon as it stops working, check it again. Is it any different? It could explain why it doesn't work after a while

This is very weird and I do not believe any user recently reported such an issue. For this reason, I need to ask you for this much information to better understand what might be causing it for you

Keep me posted here

Thank you

Stefano

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Posted on the from Stefano G.
Melissa K.
Melissa K.
User
Author

Hi Stefano,

Yes, exactly. I do it through FTP, Filezilla to be specific.

Downloading through ftp works fine, the issue is through the temporary link that the program creates.

Hope that clarifies things a bit.

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Posted on the from Melissa K.