Troubleshooting Steps - Download Manager V3


Having Trouble Downloading?

Check to see if the NetSession client is installed

  • Open a command prompt window
  • Change directories to the NetSession directory typically C:\Program Files\Common Files\Akamai
    1. At the prompt type: cd C:\Program Files\Common Files\Akamai
  • Run the AdminTool
    • At the prompt type : AdminTool.exe
  • If NetSession is installed you should see something like the following:



Does the UI say "downloading", after the clicking the downloader link?


  • If no, then
    • see "Check to see if the NetSession client is installed"
Is the installation progress bar stuck?
  • See : "Check to see if the NetSession client installed"
  • See : "Checking connectivity to download website"
  • See: "System Specific Information: Running Ping"
  • Are there any additional messages reported on screen, such as:
    • "Access Denied"
    • File Not Found"
    • "Paused"
  • If the client is installed and you have connectivity to the download website
    • See "For unresolved issues"
Does the progress bar appear and move forward?
  • When you click the download link are you prompted with a Save-As dialog?
  • Do you have permissions to write to the destination location selected?
  • See "Determining correct file permissions at the destination directory"
Can't find the file after the download is complete
  • Were you prompted with a "save as" dialog before downloading?
    • If so, you have specifically chosen a location. You must find the file on your own.
    • If no "save-as" prompt then the file is likely stored in the default Akamai NetSession cache location.
      • On windows, this location is typically "c:\Program Files\Common Files\Akamai\cache\...."
Download is slow
  • Perform a speed test (a good test site, unaffiliated with Akamai, is http://www.speedtest.net/. How fast is the download?
  • Check actual download speed using the Akamai DLM AdminTool (requires a download in progress), look for "Download Speed" in the output
    • See "Checking download speed with AdminTool"
  • If large difference, see "For unresolved issues"
Checking download speed with AdminTool
  • Open a command prompt
  • cd C:\Program Files\Common Files\Akamai
  • AdminTool

  • Look for "Download speed"
    • Note that if no downloads are in progress this will report 0
    • Files in progress will be listed in the AdminTool output as [Downloading]
Acquiring a Command line

Windows:
Start -> Run and in the text box, type: cmd and hit return

OS X:
Finder Window -> Find "Applications" folder, then navigate to "Utilities" folder.
Double-click "Terminal"s

Download is slow
  • Open a command line prompt (see Acquiring a Command Line)
  • Navigate to the problematic area
  • Create a file See OS Specific info below
  • Potential problematic areas to test
    • Save-as location for a downloaded file
    • Parent directory to install directory
    • Cache folder under Install directory
Windows:
  • See "Acquiring a command line"
  • At the command line type: dir > temp.txt
  • To confirm the file temp.txt exists, type : dir
    • Look for "temp.txt"
    • If it exists then you have permissions to write in this directory
    • If not then you do not have permission and you will need to talk with your system administrator to resolve the issue
  • To remove the temp file type : del temp.txt
OS X:
  • See "Acquiring a command line"
  • type: touch temp.txt
  • To confirm the file temp.txt exists type : ls
    • Look for "temp.txt"
    • If it exists then you have permissions to write in this directory
    • If not then you do not have permission and you will need to talk with your system administrator to resolve the issue
  • To remove the temp file type : rm temp.txt
For unresolved issues click here

System Requirements:

Akamai NetSession may be used on the following platforms: Windows Server 2003 (32-bit), Windows Server 2008 (64-bit), Windows 7, Windows XP 32-bit (SP2 and SP3), Windows Vista 32-bit (SP1 and SP2), Windows XP 64-bit, Windows Vista 64-bit, and Mac OS X 10.5+.

The supported browsers include Internet Explorer 6, 7, and 8, Firefox 2.x and 3.x (tested up to 3.5), Safari on Mac OS X (tested up to 3.1.2), and Google Chrome (tested up to 1.0).