When attempting to test the downloads, there does not appear to be any problem with the downloads themselves. If the users experiencing problems are using a download manager other than what is provided by their browser, they may want to avoid using a download manager and use their browser's standard downloader instead.
In order to better assist in this matter, the users that are experiencing download problems and that are not using a 3rd party download manager may want to preform a trace route to your server.
To further investigate this matter we ask that you provide the following information:
1. Your Internet Service Provider.
2. Your Location (City, State)
3. A trace route from your location to your server.
Windows:
From your Start Menu, go to ‘Programs,’ then to ‘Accessories.’
Click on ‘MS-DOS Prompt’ or ‘Command Prompt’ depending on your Operating System. A new window will pop up. The window will show something similar to this:
Microsoft
Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
C:\WINDOWS>
At the prompt, type the following then hit Enter:
tracert [your server IP or domain name]
You will get back a long list of information then the command prompt again.
To copy the results:
Right click on the menu bar of this window.
Click on Edit: Select All.
Right click again and select Edit: Copy.
This will put the highlighted information into your Windows clipboard, allowing you to paste that into a text file to attach to your response, such as a Notepad or Wordpad .txt file
Macintosh OSX or Linux
You can use an application called Terminal to run a trace route. You should be able to locate Terminal in your hard drive in the Utilities folder, under Applications. Terminal uses a command-line interface. This means you'll be entering commands at a prompt rather than using the more familiar Aqua graphic interface.
Click on Applications: Utilities: Terminal.
At the prompt, type the following then hit Enter:
tracert [your server IP or domain name]
Highlight the contents of the Terminal window.
Click on the ‘Edit’ menu and select ‘Copy.’
You can then paste this information into a text file, which you would then attach to your response.
We understand that this is quite a few steps; however this will allow us to further research the problem you are experiencing. We appreciate your assistance in tracking down the source of this problem.
Please let us know if we can assist you in any other way.
Regards,
Aubrey P
Online Support Team
Bookmarks