Downloadable Product Error when Customer trys to Download

Hello!

I sell patterns on my site http://www.krwknitwear.com and have found that many of my customers cannot use .zip files. so I have them set up as PDFs

One customer came back and told me she got this error when she tried to download...

"There was an error in opening the file - the file may have been damaged and could not be repaired"

I emailed her the same file and it opened just fine...

any suggestions?

I am having the same problem. All of my download documents are PDFs, and whenever they are downloaded from the site, they can't be opened -- a message says the file has been damaged and can't be repaired.

The same files, when downloaded directly from the /download/ folder via FTP, open in Acrobat just fine.

Any ideas?

~LW

windows or unix server?

what size of the files?

do you have Redirect ON?

do small files work of 100k or less?

if you turn Redirect OFF does it work?

If you have to have Redirect OFF check with your hosting site to find out limitations on filesize, time and if they can or cannot recognize the .htaccess file in /pub

#prevent directory browsing -- for security
IndexIgnore */*

  Options +FollowSymLinks -Indexes

If not, why not? This is a much more secure way of managing your files ...

Thanks for the response, Ajeh.

Question: When you say turn REDIRECT on and off -- where is the Redirect setting? Is that something in Zen Cart, or something with my host?

I'll go check a small file of 100 kb or less and see if I have luck. I've been trying with larger files.

And it's a windows server.

~LW

The Redirect setting is in the Configuration ... Attribute Settings ...

NOTE: window servers cannot use the Redirect ON so turn it off ...

Oops, my mistake.
It's a UNIX server
(I've got several sites so I got confused).

I'll go test right now.

LW

I've done some testing now, with no luck.

I turned off Download by Redirect
I also tried turning ON Download by Streaming
I tried a small file.
I tried on another computer

It still says that the PDF file is damaged.

It IS a Unix server, actually. (my mistake from before)

What happens if you Zip the file as a test?

I just downloaded a downloaded file that was a .zip file and it worked fine. I unzipped it, and the two PDFs that were in the bundle both opened without incident.

What do you suppose the problem could be?

Do you think I have to unzip all my downloads? Even the really small ones?

How larger are you PDF files?

What are the filenames like?

Have you had someone else test this for you?

The PDFs have ranged -- I tried one that was small (under 100kb) up to large (7 MB).

Yes -I've 2 had others try it and they get the same result.

File names don't have any spaces, but do include _ and -. The ones we've tried include:

e-Artella_issue_e8_WildChild.pdf
WingedWondersKit_Instructions.pdf
PaperDollABCs_eBook.pdf
UmbrellaVision-recording-link.pdf

I just had someone who has Acrobat 8 try to download the files, and she did without any problem.

Me and the other two testers have Acrobat 7.

Is there a way to solve that?

LW

I have some more info.

I just tried with a couple of PDF products, and when I click OPEN from the download menu, instead of SAVE AS -- then it opens fine.

If I click Save As, and then try to open it (either from within Acrobat, or from within Windows Explorer) - then I get the error.

I assume that the other people testing were doing the same thing - saving the file, rather than opening it from the menu.

Any thoughts?

The browser is trying to control this with the help of Acrobat ...

Because of this you may be running into issues of what the download is ...

As a Zip file, the browsers behave and unzip the PDF correctly and there are no errors ...

I am using FireFox 2.x and IE 6.x and can open and save the PDF ... although I then lose the website if I do not know to click Back on the browser ...

We do recommend Zip files to avoid these issues ...

Thanks Ajeh -

I guess the solution is either to zip all the files, or offer more trouble-shooting explanation on the customer's download page.

I really appreciate your help!

You are most welcome ...

Let us know if you come up with a better, viable solution to wanting to use PDF files vs Zips on a download ... :smile:

Ok.. I am the ORIGINAL poster of this thread...

I just got the notification this morning that there were other posts here...

I have a windows based site so Redirect is OFF.

THis error happened to just ONE customer so far. I have sold several other PDF patterns that have downloaded fine unzipped, including the one that errored for this particular customer.

The one that errored for this customer is only 75KB. I sold others that are 1.6MB and they downloaded fine... Filenames are set up as stock#.pdf (ie BP30.pdf) no Hyphens, spaces or underscores.

Any thoughts? I am guessing that the customer may have the problem at this point and not me...

Based on your description it does sound like a customer error ... :smile:

Ajeh:

Based on your description it does sound like a customer error ... :smile:

ITs nice to hear that I am thinking the right way... I have sold a couple more since with no errors! so I will have to go back and talk to her again..