Help, recent digital download failures...!

[PA.com]

Hi,

I was hoping someone might be able to shed some light on this. It's not strictly an Actinic problem, but I wonder if anyone recognises these symptoms.

In the last three weeks or so, I've had three customers mention that they are only able to download parts of the files they buy. Typically, they would have purchased 6 files of 3-4Mb size, and they can only download 1.5Mb of each before it refuses to download any more.
Each time this happens I try to simulate the order (i.e. make the same purchase myself) and download the files, and it works absolutely fine for me (as long as I remember to refund myself!)

Each of these customers lives abroad (Hong Kong, Canada and USA - the files themselves reside on a server in Scotland). I don't know if this could be problematic, wouldn't have thought so? One aforementioned customer says he regularly downloads large audiobooks without a problem, so I don't think it can be that the customers' internet connections are timing out.
I hope it's not a server problem, the fact that I can simulate the orders myself may suggest not...?

If anyone has any idea why this could be happening I would love to hear suggestions. Please.....!!


Thanks, Paul

[wjcampbe]

See if there is a connection time-out on the server side. Are you providing ftp download of http?

[PA.com]

Hi William

The download method used is http, and I don't think the server times out. My website is hosted across two servers to try and eliminate any possibility of single server failure (and I assume timeouts).
Apparently the customers found that the cut-off occurred at the same point during repeated attempts to download the files, both on the receipt page and using the email links. Does this sound more like a problem at the customer's end or more like a problem occurring at the server end?

Cheers, Paul

[Bruce]

Hi,

Sounds like a problem server side, I think Bill hitthe nail on the head when he asked you to check if there are connection time-out's on the Server.

Kind regards,