What can I try if the software download is interrupted?

Here are some things you can try if your software download is interrupted.

• Try clearing the browser cache and cookies and restarting the browser
• Try a different browser
• Double-check that you have enough free disk space
• Try restarting the computer
• If possible, try from a different computer on the same network
• If on a home network, try restarting the router or modem
• Try from a different network (for example, laptop at work vs. laptop at home, or computer at work vs. home computer)
• Check if your IT department enforces any limits on the size or duration of downloads.
• If an antivirus program is running that scans downloads while in progress, can it temporarily be adjusted to scan the download once fully complete instead?

If you still cannot download the software, please send information to technical support containing the following information:

• URL of the download page
• Email address of the website account you were logged in with when trying to download the file
• Which download was attempted on that page, if several are offered (for instance, 32-bit Windows vs. 64-bit Windows)
• Any browser error messages (screenshots help if possible)
• Approximate speed of the download, as reported by the browser
• Resulting name of the downloaded file
• Size of the downloaded file
• Operating system and version (for example, Windows 7 Professional, CentOS 5.8, Mac OSX 10.7.3 rather than just Windows, Linux, Mac)
• Browser and version (Firefox 11, IE 9, rather than just Firefox or IE)
• What program was used to unpack the download, if applicable. For example, built-in unzipping in Windows, or a third-party program
• Any error messages (screenshots are helpful) that appear when trying to unpack the download
• Time and date of the download attempt
• IP address of the machine attempting the download, if possible
• Your location (state or country) when trying to download. This will help us determine which download server you would have accessed
• Reproducibility of the problem (for example, never worked at all, used to work x days or weeks ago but but stopped working x days or weeks ago)

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