Windows Download FAQs

If you are having trouble with a download, the following frequently asked questions may help you isolate the problem. If you are new to downloading, see our detailed download instructions.

Q: What causes a download to fail?

The server could be very busy.
Internet traffic could be heavy.
There could be line noise on your telephone connection.
Your Internet provider could log you off before the download is complete.

These problems can cause the file to be corrupt or incomplete and often result in a CRC error when you try to install the software.

Q: The download will not even start, what does this mean?

Your computer may be using a firewall or proxy server which isn't properly configured for downloading. If you are connected through a network, you will need to contact your network administrator. If using a personal firewall program, disable or lower the security level and try again.

Q: How do I know if my download is incomplete?

To verify a complete download, look at the size of the downloaded file. If the size is smaller than the sizes listed before downloading, the download was incomplete.

If your download is incomplete, delete the file and try the download again. Incomplete files will not install properly, usually resulting in a CRC error during installation.

Q: I receive a CRC error when I try to install the software, what does this mean?

A CRC error usually means that the installation file was not completely downloaded, or it was corrupted during the transfer. CRC (Cyclic redundancy checking) is a technique used to verify that a block of data transferred over the network was not corrupted in transit, for more information see http://whatis.techtarget.com/definition/0,,sid9_gci213868,00.html.

Q: Are there any special download issues for AOL users?

We're glad you asked! We have had a number of our AOL users reporting problems with downloads. This is not isolated to our site. Here are a couple of issues we have found; if you are an AOL user and can provide any additional information, please send us a note.

AOL tends to time out and log off users who are only using AOL for Internet activity, such as a download. It appears to the AOL server that you are idle, and it will log you off. To circumvent this, stay at your computer and click in an AOL chat room or Channel every few minutes. This is often the only way to keep AOL going during a download.
If you have call waiting on your phone, a call can cancel your download. See AOL's instructions on how to disconnect this feature.

Q: How long should my download take?

It is difficult to determine the exact amount of time it will take for your download, but the following table lists estimated download times for reference.

File Size	28.8 modem	56K modem	T1
1 MB	7 minutes	4 minutes	<1 minute
5 MB	37 minutes	22 minutes	<1 minute

Q: What if I continue to have trouble with my download?

Feel free to contact our tech support staff if you continue to have trouble with your download.