Access to some digital products dissapear

Hi there ??

That’s strange! By reading your query, I can see that the Download Expiry field is blank, but what about the Download limit? It is also blank, or have you set a value for it? Here is a screenshot of the field that I’m referring to:

https://www.screencast.com/t/WiTyNK93E

Assuming that the Download limit is blank (for unlimited re-downloads), could you please let us know if the user sees a specific error when trying to download it? Or is that the download link isn’t working anymore? Please provide us a screenshot of the issue.

I recommend https://snipboard.io for easily sharing screenshots – please follow the instructions on the page, then paste the URL here. It works with Chrome, Firefox, Safari, and Edge.

Thank you! ??

Hi,

Both fields are not filled in.
It’s unlimited and never. Which is like it should be.

The order in the dashboard showed no connected products anymore to her profile.
I can’t remember which notification the buyer saw when trying the download-link in the order mail.

I saw two different notifications:
first this: https://share.woofers.be/Z4u6OdWQ

When i regenerated the download rights in the order, i got this:
https://share.woofers.be/eDu8G2Qw (no valid link)
Question: when regenerating, is the general download link still valid? I do hope so, the site has hundreds of orders. We can bulk regenerate download links (if it works), but bulk sending out mails is another issue.

The particular product has 3 individual downloads.
When i copy the customer download link for a specific download in the admin order, that link is valid.

So, yes it’s weird.
The ‘general’ download link in the order mail is not working, but individual links are working okay. But too bad, those individual links can’t be reach by the user.
And to begin with: it’s not clear how the situation was started, the disappearing of digital products in the order.

Hi, sorry to bump again. I’ve done another test. I changed the e-mailadres in the order to my own (instead of buyer), regenerated the download rights and the resend the order mail.

I received that mail.
But strange thing is: now i see 3 download links (see: https://share.woofers.be/YEuXLGQb). In the original order i only saw one download link: https://share.woofers.be/geu4nx4r

And also: in the newly send order mail, i can’t download the digital assets. Get the same notification: invalid download link.

Could this mean that the download files meanwhile are changed by the store owner, although she said it’s not. But i’m starting to doubt that.

Apologies for the delay, Dave!

The order in the dashboard showed no connected products anymore to her profile.

When the downloadable files are removed from the product page by clicking on the X button located at the right side of the Choose file button, it will cause them to disappear from the My account > Downloads. Here is a screenshot of the X button that I’m referring t:

https://www.screencast.com/t/BvgxPeuvgH

I saw two different notifications:
first this: https://share.woofers.be/Z4u6OdWQ

Okay, so for this, I want to let you know that this error will pop-up when a user tries to download a file that has been removed from the product page by following the procedure that I mentioned in the question above.

When i regenerated the download rights in the order, i got this:
https://share.woofers.be/eDu8G2Qw (no valid link)

This error is triggered when you regenerate download permissions after seeing the error: No file defined Go to shop because the email link is different from the original.

when regenerating, is the general download link still valid?

Yes, regenerating download permissions for the user will generate valid links in case the product’s downloadable files have been modified or deleted. But in case that you have removed or added a new downloadable file for your product, and you would like the user can access them through email, then you will need to resend them an Email Invoice through the Order Actions functionality on the specific order.

https://www.screencast.com/t/4Va7gqSFS

But strange thing is: now i see 3 download links (see: https://share.woofers.be/YEuXLGQb). In the original order i only saw one download link: https://share.woofers.be/geu4nx4r

Yep, as I mentioned before, they will show because you have regenerated the download permissions. ??

Could this mean that the download files meanwhile are changed by the store owner, although she said it’s not. But i’m starting to doubt that.

That probably might be the cause of the issue here.

I hope this makes sense. ??

Hi, thank you for the amazing support.
We’ve got it figured out now.

We have put this snippet in a plugin:
https://codedcommerce.com/product/bulk-regenerate-download-permissions/

Happy to help ??

That’s wonderful! I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Cheers!