problems w/ down loaded file

Frog Lady

I got the following email from one of my clients (Pro Order # 1273853). Is this something that occurs frequently (this is one of the few times clients have chosen this option).

"I just wanted to let you know that I experienced a lot of difficulties in
downloading the pictures that I purchased. I downloaded all four of them
using the same method of clicking the "download" button on the original
order screen. They appeared to download fine and then when I went to view
them, 3 of the 4 had large gray areas at the bottom of the picture like the
entire file did not download. I viewed them in several picture viewers and
they were incomplete in all of them.

I tried to download from the links in the follow-up email as well.
Sometimes, it worked and sometimes it only loaded the partial picture. I
think I have finally managed after almost two hours of working with it to
get the four photos downloaded in full."

thanks,

Colleen

PBolchover

It sounds as if something might be wrong with their internet connection - they somehow lose connectivity midway through long downloads...

Andy

Colleen, this is something always best handled privately at our help desk. Please write our Support Heroes and let our team take care of your customer, thanks.

Paul's right - they just had a communications fail, downloading only part of the file.

outdooreventphotos.com

similar problem
i had a customer who got two downloads and had gray bars at the bottom of both but the entire file had downloaded. i tried to download myself and they came through fine. i do know that i was doing some maintenance at the time they were downloaded like putting up a different banner and/or keywording the gallery they downloaded from. could this have caused the problem?

Andy

outdooreventphotos.com wrote: »

i had a customer who got two downloads and had gray bars at the bottom of both but the entire file had downloaded. i tried to download myself and they came through fine. i do know that i was doing some maintenance at the time they were downloaded like putting up a different banner and/or keywording the gallery they downloaded from. could this have caused the problem?

Unlikely - we can help though! Please write our Support Heroes and let us assist from the help desk.

outdooreventphotos.com

Andy wrote: »

Unlikely - we can help though! Please write our Support Heroes and let us assist from the help desk.

i'm hoping it is a one time thing. no one else has said anything. if it happens again then i'll spend more time on it. thanks!

WinsomeWorks

outdooreventphotos.com wrote: »

i'm hoping it is a one time thing. no one else has said anything. if it happens again then i'll spend more time on it. thanks!

I've frequently seen the gray bar or bars through the top half or bottom half of an image that I've downloaded. When I say "Frequently", I mean it's sometimes happened on maybe 3 out of 100 downloaded images. (not for a long time, though) I just download it again & it's usually fine. I've seen that on uploaded images too... it just seems to mean something went awry during the transfer & it's anyone's guess what went awry. I've also seen some images that I'd cropped or did color effects on SmugMug revert to the original in the downloaded version. This, I assume, is because the edited version hasn't yet hit all the servers if you download it too soon after editing. Anyway, if someone has gotten that gray bar on an image or two, I'd just tell them to try it again & it should be fine.