Troubleshooting Issues - Download Manager V2

Symptom: Nothing happens when I click the download link

Cause: Either your pop-up blocker or a high security setting on your web browser may have stopped the Akamai DLM window from opening.

Workaround: If you have a pop-up blocker enabled in your web browser or in your Internet toolbar (such as the Yahoo! toolbar or the Google toolbar), you will need to disable your pop-up blocker to start your download.

Note: The download manager can sometimes take up to a minute to load. Please allow time for the initial loading before assuming there is a problem

A blank window or a "File not found" error appears when I start the download

Cause: A blank window or a "File not found" message will appear if the Akamai detects that your computer does not meet the minimum system requirements to run the Akamai DLM. In most cases JRE or ActiveX controls are not enabled.

Workaround: To enable your web browser to run the Akamai DLM, see the system requirements page above. You may want to switch to another browser that meets the system requirements to access your download.

When I start downloading, a coffee cup icon appears

Cause: The Akamai DLM is implemented as a Java Applet in Mozilla Firefox, Apple Safari, Netscape Navigator, and Mozilla. When a Java applet is run for the first time in a web browser session, the Java Run Time Environment (JRE) must start. On most machines, the JRE will start in less than 10 seconds. On slower machines, the JRE can take a few minutes to start. When the Akamai DLM installs for the first time, the Java applet requests that you accept a security certificate from Akamai Technologies. It is possible to hide this dialogue behind other windows.

Workaround: If the coffee cup icon does not disappear after a few minutes, then minimize open windows and then accept the security certificate.

"Server not found" or another server error appears when I start the download

Cause: If you encounter a server error such as "Cannot connect to server," "Network error. Cannot download," "server not found," or "DNS error" this is either due to a network outage or your proxy server stripping off necessary information from the URL request. In most cases a network outage or network issue is preventing you from downloading the file.

Workaround: In this case, we recommend you either try the download again later, or try the download when connected to the internet via a different network ISP.

"Add-on Disabled" error appears when starting a download

Cause: This error will appear in Internet Explorer (IE) if you try to start a download after you have disabled the Akamai DLM, or if you never enabled Active-X controls.

Symptom: File size downloaded is smaller than expected. If the file is an executable problem, it will fail to initialize.

Symptom: You receive a response code showing to "the supplied http header is invalid"

Issue: When using any version of The Akamai download manager with Internet Explorer it currently has a file size limit of 4GB when accessed via SSL (Secure Socket Layer)

Cause: There is currently a 4GB file size limitation in the Microsoft WinINet API that is used by the ActiveX version of the Akamai Download Manager when using SSL (http://support.microsoft.com/kb/298618). This only affects using of the Internet Explorer browser when using SSL. All other browsers and platforms currently have a 10GB file size limitation.

Workarounds:

Only Internet Explorer is affected. Try your download using any other supported browser listed above. This list includes Firefox, Netscape, Safari, and others.
If possible, download the file without using SSL. If the contents of the file being downloaded is sensitive, then this approach is not recommended.

Workaround: To enable the Akamai DLM in IE 6 or IE 7, do the following steps:
1. Select Tool > Manage Add-ons.
2. Show Add-ons That Have Been Used By Internet Explorer.
3. Highlight Download Manager (DLM) Control.
4. Select Enable.
5. Click OK.
6. Return to your Adobe download page to restart your download.

To enable the Akamai DLM in Firefox 3.0 for Windows, do the following steps:
1. Select Tools > Options
2. Click Content
3. Select Enable JavaScript, Enable Java
4. Click Advanced
5. Select Move or resize existing windows
6. Click OK
7. If Block popup windows is selected

On Windows, click Exceptions
In the Address of web site box, type adobe.com
Click Allow
Close the Allow Sites - Popups window

8. Click OK

Symptom: "Malicious software" warning

Cause: If you receive a warning such as "Malicious software reported. If you trust the site continue to download," "Files from the internet can harm your computer," or simply "unable to download", this may be caused by your antivirus software. This is a known issue with Norton 360 and Online Security 2006, and Windows Live OneCare

Workaround:. In most cases you can click within the warning window to allow the download, but in some cases you may need to disable security to download.

List of Error Messages:

Error Message	Description	Recommended Action
This download is already running.	You clicked the link for a file the Download Manager is currently downloading.	Allow the running download to complete.
This download has been completed. Would you like to download the file again?	You clicked the link for a file the Download manager has already downloaded.	If you think the download is corrupt, then you can restart the download. Otherwise, use the already downloaded file.
This file is already in the download list. It cannot start due to previous fatal errors. Would you like to retry the download again?	The Download Manager already downloaded the file but an error occurred in the download.
This file is partially downloaded. Would you like to resume the download?	You clicked the link for a file the Download Manager is currently handling, but the download is paused.	Resume the download or cancel the paused download. Selecting Yes in the dialog box will resume the download.
A download was halted before completion. A resumption file was created for your convenience on the Desktop.	This message displays when the Download Manager exits before all pending downloads are completed.	Resume the download by clicking the Start Download Manager icon
Would you like to also delete the file from the hard disk?	If an incomplete download is cancelled, you have the option of also removing the partially downloaded file.
Download File is corrupted. Try to download a fresh copy of the URL. Would you like to start over?	In some cases the temporary file used by the download manager is corrupt.	Selecting Yes in the dialog box will restart the download from the beginning. Selecting No in the dialog box will abort the download.
Your disk is full. Clear up some space and try again.	You don't have adequate disk space to download the file.	Delete files from the target drive or select a different target drive before attempting the download again.
The download file is locked by another program. Please try again in a few seconds.	Determine which program has the target file open and close that program before trying the resume operation again. If you cannot find the program, you may need to restart your computer. This could occur if you started downloading using one browser (for example, IE) and tried to resume using another (for example, Firefox)
An irrecoverable error has occurred.	Any internal error.	The Download Manager will exit if this error occurs.
Another download is already using this target file name. Please select a different file name.	You attempted to save a file under a name already used by another file being downloaded.	Choose another name for the target file, select another directory to save the file, or close the file with the name you want to use so it can be overwritten.
Cannot connect to server. Check connections, and try again. Would you like to retry now?	Internet connection exists but the file server does not reply	Make sure your connection to the Internet is up and active. If it is, this could be due to high traffic, or a network outage in your area. Try again later, or try downloading from a different IP address.
Closing the Download Manager will pause all downloads. Resumption is possible using a link placed on your Desktop. Would you like to continue exiting?	This message displays when you try to exit the Download Manager when downloads are in progress.	Selecting Yes in the dialog box will exit the Download Manager. The downloads can be resumed later.
Do you want to close the Download Manager? Note: Resumption is possible using a link placed on your Desktop.	This message displays when you try to exit the Download Manager when no downloads are in progress.	Selecting Yes will exit the Download Manager.
File [filename] already exist. Would you like to overwrite this file?	You are trying to save a file under a name that already exists.	Selecting Yes in the dialog box deletes the existing file. Selecting No allows you to specify a different name.
Network error, cannot download. Check connections, and try again. Would you like to retry now?	Any case of network or Internet unavailability.	Make sure your connection to the Internet is up and active. If it is, this could be due to high traffic, or a network outage in your area. Try again later, or try downloading from a different IP address.
The server has prematurely ended the connection. Retrying may resolve the problem. Would you like to retry now?	Any case of network or Internet unavailability.	Make sure your connection to the Internet is up and active. If it is, this could be due to high traffic, or a network outage in your area. Try again later, or try downloading from a different IP address.

Systems Requirements

Operation System	Browser	Browser settings that must be enabled
Windows ME, 2000, XP, Vista, and Win7	Internet Explorer (IE) 5.01, 5.5, 6.0, 7.0+	ActiveX Controls Active Scripting
Windows ME, 2000, XP, and Vista, Win7	Mozilla Firefox 1.0,1.5, 2.0+ Netscape Navigator 6,7,8 Mozilla 1.4-1.8	Sun JRE 1.4.x or greater JavaScript
Mac OSX+	Mozilla Firefox 1.5, 2.0+ Safari	Sun Java Runtime Environment (JRE) 1.4.x or greater JavaScript

Note: The followng are currently not supported by the Akamai DLM

Google Chrome BETA
Safari for Windows

Enabling Active X on Windows

To use the Akamai DLM on Windows, Internet Explorer (IE) must be enabled for downloading and running Active X controls. You may see any of the following error messages in your Internet Explorer Information Bar if your settings are incompatible with the Akamai DLM.

"This site might require the following ActiveX control: 'Download Manager' from 'Akamai Technologies Inc.'. Click here to install."
"Your security settings do not allow Web Sites to use ActiveX controls installed on your computer. This page may not display correctly. Click here for options."
"Internet Explorer has blocked this site from using an ActiveX control in an unsafe manner. As a result, this page may not display correctly."
"Security Alert! Your current security settings do no allow this file to be downloaded."

To allow Active X controls to run in Internet Explorer, modify your settings in Internet Explorer with the following steps.

Access your Internet options from the Windows Control Panel or by selecting Tools > Internet Options in Internet Explorer.
Select the Security tab.
Click Custom Level.
Scroll through the list of security options and set:
- Download Signed ActiveX controls > Enable or Prompt
- Run ActiveX Controls and Plug-ins > Enable or Prompt
- Script ActiveX Controls Marked Safe For Scripting > Enable or Prompt
- File Download > Enable
- Allow Script-initiated Windows Without Size Or Position Constraints > Enable
- Active Scripting > Enable or Prompt
Click OK; click OK again.

Enabling Java Run Time Environment (JRE)

In order to run the Akamai DLM as a Java applet on Mozilla Firefox, Apple Safari, Netscape Navigator, or Mozilla, you will need to run a supported JRE. The JRE is an optional component when these these web browsers are installed. If you did not install Java when you installed your web browser, you may need to install it on your computer.

Verify which JRE is installed in Mozilla based browsers

To verify which JRE is installed into Mozilla Firefox, Netscape Navigator, or Mozilla, type:

about:plugins into your web browser address bar.

Scroll through the list of plug-ins. You must have at least one Java Plug-in with a version later than 1.4.0. If you have more than one JRE installed on your computer, your web browser will automatically launch a compatible JRE. If you do not have a JRE that is later than 1.4.0, or if your web browser does not have a Java Plug-in installed, you will need to download the JRE and install it. For instructions, see Download and install the JRE below.

Verify which JRE is installed in Safari

To verify which JRE is installed into Safari, select Help > Installed Plug-ins. Java Plug-in For Cocao version 1.4.0 or later should be installed. Download and install the JRE If you need to update your JRE, do one of the following tasks:

Download and install the latest version of your web browser
Download and install the latest JRE

Enabling the Akamai DLM

You will need to enable JavaScript, and Java in your web browser to use the Akamai DLM Java applet. Also, if you are using Firefox, you will need to disable pop-up blockers. If you do not have JavaScript and Java, you may see one of the following behaviors:

The Akamai DLM window opens in a large browser window
A blank window appears and nothing is downloaded
You click the download button and nothing downloads
Your web browser manages the download rather than the Akamai DLM managing the download
The error message, "Firefox has prevented this site from opening a popup window" ] Enabling Javascript

You will be able to enable Java and JavaScript in your web browser by changing your browser settings. See the browser help files for details.

Security Settings

On Internet Explorer, a high security level will block the DLM.

To change your setting to medium high, follow this path: Tools > Internet options > Security > Security level of this zone > Medium high.

Check to ensure that no third party program is blocking the Akamai DLM.

Third-party Internet Security programs can cause the Akamai DLM behave in unpredictable ways. Internet Security programs can include software firewalls, anti-spy software, pop-up blockers, and anonymizing software or websites. Make sure you configure your Internet security applications to enable ActiveX controls, Java, pop-up windows, and JavaScript for the domain in question. Refer to the help files included with your Internet Security package for details.