Woo Digital Product – Force download – Customer not Seeing Product

@outdoorfloors

Could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

Hi, thanks for your response! Here’s the report:

### WordPress Environment ###

WordPress address (URL): https://printtvchannels.com
Site address (URL): https://printtvchannels.com
WC Version: 5.9.0
REST API Version: ? 5.9.0
WC Blocks Version: ? 6.1.0
Action Scheduler Version: ? 3.3.0
WC Admin Version: ? 2.8.0
Log Directory Writable: ?
WP Version: 5.8.2
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: ?

### Server Environment ###

Server Info: LiteSpeed
PHP Version: 7.4.26
PHP Post Max Size: 512 MB
PHP Time Limit: 90
PHP Max Input Vars: 1000
cURL Version: 7.71.0
OpenSSL/1.1.1d

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.5.12-MariaDB-cll-lve
Max Upload Size: 512 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 5.9.0
WC Database Prefix: wpw5_
Total Database Size: 137.86MB
Database Data Size: 120.58MB
Database Index Size: 17.28MB
wpw5_woocommerce_sessions: Data: 0.50MB + Index: 0.02MB + Engine MyISAM
wpw5_woocommerce_api_keys: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
wpw5_woocommerce_attribute_taxonomies: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_woocommerce_downloadable_product_permissions: Data: 0.22MB + Index: 0.31MB + Engine MyISAM
wpw5_woocommerce_order_items: Data: 0.14MB + Index: 0.05MB + Engine MyISAM
wpw5_woocommerce_order_itemmeta: Data: 0.66MB + Index: 0.52MB + Engine MyISAM
wpw5_woocommerce_tax_rates: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_woocommerce_tax_rate_locations: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_woocommerce_shipping_zones: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_woocommerce_shipping_zone_locations: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_woocommerce_shipping_zone_methods: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_woocommerce_payment_tokens: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_woocommerce_payment_tokenmeta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_woocommerce_log: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_actionscheduler_actions: Data: 2.44MB + Index: 0.73MB + Engine MyISAM
wpw5_actionscheduler_claims: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_actionscheduler_groups: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
wpw5_actionscheduler_logs: Data: 1.33MB + Index: 0.97MB + Engine MyISAM
wpw5_adsforwp_stats: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpw5_berocket_termmeta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wpw5_commentmeta: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
wpw5_comments: Data: 0.27MB + Index: 0.13MB + Engine MyISAM
wpw5_et_social_stats: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wpw5_links: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_litespeed_img_optm: Data: 1.52MB + Index: 0.27MB + Engine InnoDB
wpw5_litespeed_img_optming: Data: 0.08MB + Index: 0.09MB + Engine InnoDB
wpw5_litespeed_url: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpw5_litespeed_url_file: Data: 0.02MB + Index: 0.08MB + Engine InnoDB
wpw5_options: Data: 39.66MB + Index: 8.24MB + Engine MyISAM
wpw5_postmeta: Data: 14.31MB + Index: 3.19MB + Engine MyISAM
wpw5_posts: Data: 55.57MB + Index: 0.43MB + Engine MyISAM
wpw5_quads_stats: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpw5_sdm_downloads: Data: 0.28MB + Index: 0.00MB + Engine InnoDB
wpw5_sdm_squeeze_form: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wpw5_smush_dir_images: Data: 0.22MB + Index: 0.09MB + Engine InnoDB
wpw5_socialsnap_stats: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wpw5_termmeta: Data: 0.03MB + Index: 0.03MB + Engine MyISAM
wpw5_terms: Data: 0.01MB + Index: 0.03MB + Engine MyISAM
wpw5_term_relationships: Data: 0.03MB + Index: 0.07MB + Engine MyISAM
wpw5_term_taxonomy: Data: 0.04MB + Index: 0.02MB + Engine MyISAM
wpw5_usermeta: Data: 0.47MB + Index: 0.29MB + Engine MyISAM
wpw5_users: Data: 0.03MB + Index: 0.03MB + Engine MyISAM
wpw5_wc_admin_notes: Data: 0.03MB + Index: 0.00MB + Engine MyISAM
wpw5_wc_admin_note_actions: Data: 0.02MB + Index: 0.01MB + Engine MyISAM
wpw5_wc_category_lookup: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_wc_customer_lookup: Data: 0.10MB + Index: 0.10MB + Engine MyISAM
wpw5_wc_download_log: Data: 0.09MB + Index: 0.07MB + Engine MyISAM
wpw5_wc_order_coupon_lookup: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_wc_order_product_lookup: Data: 0.16MB + Index: 0.14MB + Engine MyISAM
wpw5_wc_order_stats: Data: 0.08MB + Index: 0.08MB + Engine MyISAM
wpw5_wc_order_tax_lookup: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_wc_product_meta_lookup: Data: 0.01MB + Index: 0.03MB + Engine MyISAM
wpw5_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wpw5_wc_tax_rate_classes: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
wpw5_wc_webhooks: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpw5_woot_tables: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wpw5_woot_tables_columns: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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wpw5_woot_vocabulary: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpw5_yoast_indexable: Data: 1.52MB + Index: 0.50MB + Engine InnoDB
wpw5_yoast_indexable_hierarchy: Data: 0.05MB + Index: 0.05MB + Engine InnoDB
wpw5_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wpw5_yoast_primary_term: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wpw5_yoast_prominent_words: Data: 0.16MB + Index: 0.36MB + Engine InnoDB
wpw5_yoast_seo_links: Data: 0.22MB + Index: 0.09MB + Engine InnoDB

### Post Type Counts ###

adsforwp: 1
attachment: 577
custom_css: 2
customize_changeset: 4
et_body_layout: 17
et_pb_layout: 20
et_template: 63
et_theme_builder: 3
nav_menu_item: 41
oembed_cache: 16
omapi: 2
page: 12
post: 3
product: 134
revision: 1009
saswp: 2
sdm_downloads: 5
shop_order: 1707
wpb-rs-global: 11

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (23) ###

Accelerated Mobile Pages: by Ahmed Kaludi
Mohammed Kaludi – 1.0.77.32

Ad Inserter: by Igor Funa – 2.7.8
Ads for WP - Advanced Ads & Adsense Solution for WP & AMP: by Magazine3 – 1.9.16.2
Advanced AMP ADS: by AMPforWP Team – 1.19.26
AMP Pagebuilder Compatibility: by AMPforWP Team – 1.9.79.10
AMP Pro Extension Manager: by AMPforWP Team – 1.10.14
AMP WooCommerce Pro: by AMPforWP Team – 3.3.31
Easy WP SMTP: by wpecommerce
alexanderfoxc – 1.4.7

LiteSpeed Cache: by LiteSpeed Technologies – 4.4.5
Monarch Plugin: by Elegant Themes – 1.4.14
snip pro - Structured Data: by floriansimeth – 2.28.2
Simple Download Monitor Squeeze Form: by Tips and Tricks HQ
Alexander – 2.0.2

Simple Download Monitor: by Tips and Tricks HQ
Ruhul Amin
Josh Lobe – 3.9.10

UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 2.16.66.25

Checkout Field Editor for WooCommerce: by ThemeHigh – 1.5.1
WP Sheet Editor - WooCommerce Orders Pro: by WP Sheet Editor – 1.2.20
WP Sheet Editor - WooCommerce Products (Premium): by WP Sheet Editor – 1.7.10
WooCommerce Anti Fraud: by OPMC Australia Pty Ltd – 4.0
WooCommerce: by Automattic – 5.9.0
Yoast SEO Premium: by Team Yoast – 17.3
Yoast SEO: by Team Yoast – 17.7.1
Smush Pro: by WPMU DEV – 3.9.1
Yoast SEO: WooCommerce: by Team Yoast – 14.4

### Inactive Plugins (0) ###

### Dropin Plugins (1) ###

object-cache.php: object-cache.php

### Settings ###

API Enabled: –
Force SSL: –
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: ?

### WC Pages ###

Shop base: #1336 - /tv-channel-lineup-pdf/
Cart: #106 - /cart/
Checkout: #107 - /checkout/
My account: #108 - /my-account/
Terms and conditions: #164 - /terms/

### Theme ###

Name: Cazzik
Version: 3.0
Author URL: https://cazzikdesign.com/
Child Theme: ?
Parent Theme Name: Divi
Parent Theme Version: 4.14.2
Parent Theme Author URL: https://www.elegantthemes.com
WooCommerce Support: ?

### Templates ###

Overrides: cazzik-child-theme/woocommerce/emails/customer-completed-order.php
cazzik-child-theme/woocommerce/emails/email-downloads.php

### Action Scheduler ###

Complete: 6,721
Oldest: 2021-12-02 14:58:39 -0500
Newest: 2021-12-11 10:10:13 -0500

Pending: 2
Oldest: 2021-12-11 10:25:13 -0500
Newest: 2021-12-11 10:25:13 -0500

### Status report information ###

Generated at: 2021-12-11 10:25:07 -05:00

Here’s a perfect example where a user apparently downloaded twice but didn’t see her product:

Downloadable Product Permissions (Order Report):
#3001 — ATT U-Verse Sports Channels | Numerically Arranged — ATT-Channel-Guide-National-Sports-Numeric-xf2j1r.pdf: ATT-Channel-Guide-National-Sports-Numeric-xf2j1r.pdf — Downloaded 2 times

Hey @outdoorfloors,

I visited your site and downloaded a guide and all looks perfectly fine to me. The customers get an order received page and an email with a link to the downloadable file.

Link to image: https://snipboard.io/NeT8IV.jpg

—

Link to image: https://snipboard.io/58Y7UZ.jpg

If some of your customers are placing another order for the same product most likely it’s because the download link is not immediately visible on the order received page. You may want to add a background color via CSS to highlight that section.

Cheers.

Thank you Mirko. Glad it worked and appreciate the advice. Curious to know though: Did you use a desktop (PC or Mac) or device to download? It appears the problem is more common for those using PC desktops.

One time, a customer told me she was forced to use WinZip and it had asked her for payment to use the software. Lest to say, it was a bad experience for her and she wrote me quite upset about it.

So my theory is that it’s those using PC desktops who are having the problem re: unable to notice they’ve already downloaded the product and/or a third party software app is getting in the way of their download.

Darryl

Hi @outdoorfloors,

I used a regular PC Desktop to download the file. It’s a PDF and there was no issue opening it.

Certain conditions though, such as security settings or browser cookies, can prevent users from viewing a PDF. Often, the fastest solution is to try to open the file using a different browser but in this situation, your customers will not be able to do so since it looks like you’ve set a download limit. This could be the reason why some are placing a new order.

Hi Mirko,

Thanks for doing that. I set the download limit so to restrict potential copy cats from downloading all my channel guides in one session. However, you raise a good point…here’s a comment from just today from a user:

“When I click on the download link, I receive a message that I have reached my download limit even though I have downloaded nothing? What a sham!!!!”

I don’t know what to say to him. The issue persists.

So, yes, it’s probably best to increase the limit but I’m not sure if this is going to solve the issue. What can I do?

Darryl

• This reply was modified 2 years, 11 months ago by DeezG.

Hi @outdoorfloors

Even I faced no hurdle downloading and opening the PDF on my Windows desktop.

I think restricting the limit to 2 or 3 may be a good idea, so a visitor won’t be able to download all in one go.

Hi Margaret,

Thanks for chiming in. It appears from the customer’s comment that he “didn’t download anything” yet somehow reached his download limit. How is this possible? He was using Windows 11 too (as was my other customer who had the same problem), so it appears to be isolated to users on that platform. Can you tell me, once you click download from your PC, what happens next? Where does the PDF go?

Thanks,
Darryl

Hi @outdoorfloors,

It’s really hard for us to figure out what your customer might have done on their browser or if they have strict settings to block downloads. Perhaps for some reason, the download didn’t start but it counted as the customer clicked the download link.

So, you may want to follow @margaretwporg’s advice and raise the download limit so that customers have another chance to download the product.

Thanks.

Hi again,

re:If some of your customers are placing another order for the same product most likely it’s because the download link is not immediately visible on the order received page. You may want to add a background color via CSS to highlight that section. https://snipboard.io/NeT8IV.jpg

Could you please instruct me on how to modify the CSS for the download link on the Order Received page? I understand I must copy a Woo template into my child theme and then modify some code but am otherwise inexperienced. Let’s just say I’d like a red background to a white text link to the pdf.

Thank you!
Darryl

Oh, and perhaps change the title line from “Download” to “Download by clicking link below” so to make it clearer.

Hi @outdoorfloors

Please let us know if you still need help!
It looks like you’ve marked this thread as resolved. And you were able to add CSS to change the download link background.

Hi,

No, it’s not resolved. The issue persists and I still don’t know the exact reason why PC users are not getting their downloads. Also, the secondary fix of using CSS to modify the download link has not been done yet. If you look at my replies (#12 and #13), I was asking how to modify the CSS please.

Thanks,
Darryl

Hey @outdoorfloors,

Thanks for getting back to us.

We don’t provide support for customizations according to our Support Policy.

You may want to get help from a local developer who can assist you with CSS and also can take a look at the general issue you’re having with downloadable products. Another option would be hiring a freelance developer at Codeable – https://woocommerce.com/codeable/.

Thanks.