Downloads not working

  • Resolved pathwaysforfamilies

    (@pathwaysforfamilies)


    1 year, 9 months ago

    Hello,

    Most of the downloads on our website are no longer working. The user is able to download the content to their computer, but when they try to open the file (using the pop up window in their web browser after downloading), it tries to open in a new browser tab with a pdf viewer and they get an error message saying “we can’t open this file something went wrong” with a “refresh” button. Clicking the refresh button does nothing.

    When trying to open the file directly from their file explorer on their computer, they get an error saying the file is either not a supported file type or the file wasn’t correctly decoded.

    I have tried the 2 most recent recommendations on the support forum with no resolution to this issue:

    1- go to wordpress settings > permalinks and clicking the “save changes” without making any changes

    2- go to wordpress settings > general and ensure that both the wordpress address and site address contain https:

    Please help…I have over 300 downloads on the website and the only resolution I have found is to create new downloads for everything, which is a time consuming task.

    Thank you!

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Author Razvan Aldea

    (@raldea89)

    Hello @pathwaysforfamilies ,

    Is it possible to give us a link to a page where a non-working Download resides?

    Warmly,
    Razvan

    Thread Starter pathwaysforfamilies

    (@pathwaysforfamilies)

    I’m not sure how to do that because none of the pages can be accessed by anyone without the appropriate membership level.

    I did create a test page for you with a single link, but not sure how useful this will be because you will only be redirected to the restricted access page when trying to download:

    https://pathwaysfamilycoaching.com/test-page/

    Plugin Author Razvan Aldea

    (@raldea89)

    Can you create a test Download that can be downloaded by non-logged in visitors?

    Warmly,
    Razvan

    Thread Starter pathwaysforfamilies

    (@pathwaysforfamilies)

    All new downloads I create work fine. It’s only the existing downloads that are not working. I have removed permissions to the one test document for you. I hope this provides what you need to help.

    Plugin Author Razvan Aldea

    (@raldea89)

    Yes, newly downloads work fine. Could you go to dashboard > Downloads > Settings > Advanced > Miscellaneous and hit the Clear all transients and give it another try? If this doesn’t work we’ll need to test the Downloads that do not work in order to figure this out.

    Do you see anything different regarding the old downloads and new downloads file URLs? Did anything happen to the server/files placement?

    Warmly,
    Razvan

    Thread Starter pathwaysforfamilies

    (@pathwaysforfamilies)

    I tried the “clear all transients” and it did not help. I did look at the file urls and I do see a difference between the ones that work and those that do not. The ones that work look like the following:

    /wp-content/uploads/dlm_uploads/wpfd/2020/06/file-name.pdf

    The links that do not work look like the following:

    /wp-content/uploads/_wpfd/2020/12/file-name.pdf

    There are also others that look like the following that don’t work:

    /wp-content/uploads/2022/06/file-name.pdf

    Not sure why the file location would have changed. I did not manually move any files within the file manager of our website, but clearly these links that don’t work are pointing to the wrong place. When checking the file manager, all the protected files are are located in the /wp-content/uploads/dlm_uploads/wpfd/ folders. I think I may have created some downloads quite some time ago before realizing that I had to edit the media file and “protect” it. I was manually creating the download rather than allowing this protect feature to create it for me. Could this have caused the issue? Perhaps the files were moved at that time, and it has just gone unnoticed since?

    Thread Starter pathwaysforfamilies

    (@pathwaysforfamilies)

    I have resolved the issue. I see the common denominator was the missing “dim_uploads/” in each of the links and I have manually made that change on the website and all seems resolved. Thanks for the help trouble shooting.

    Plugin Author Razvan Aldea

    (@raldea89)

    Hello @pathwaysforfamilies ,

    The protect file functionality is relatively new, been introduced in October 2022. If you had created downloads before with files from Media Library and after that they’ve been moved it will give you errors. Maybe that was the reason? I can’t think of any other reasons than the files being moved.

    Warmly,
    Razvan

Viewing 8 replies - 1 through 8 (of 8 total)
  • The topic ‘Downloads not working’ is closed to new replies.