500 admin ago allow attempts buyers consider customers download downloads easy enough expiration expired few file free handle happens help hour isn issues larger link lot process product recommend seller send settings size sold started technical threshold user wanted wide working

Yesterday, we announced a new download product. It is larger than our other downloads (this one is 160 Megs; our others are all smaller than 50). We sold about 40 of them and at least 4 or 5 people had a lot of trouble with the downloads.

I know that quirks will happen with downloading files, but is it related to the file size? Since no one has complained about our other downloads (of which we've sold hundreds since we started with e-junkie two months ago) I'm wondering why this one is different.

A 160-Meg zipped file isn't "too large" is it??

Thanks,
Ed

We can handle uploads as large as 500MB and remotely-hosted files larger than that, but the larger a file is, the more time it will take to download, so that increases the probability that some technical glitch could possibly interfere with the download process for any of a wide range of possible reasons unrelated to anything at our end.

It sounds like most downloads of your 160MB file are working fine and only about 10% of buyers are having issues, so you can use your Seller Admin > "Re-activate expired download link" (if they expired their permitted attempts) and "Send free download link" (if they can't even get a reactivated link to work) functions to help those buyers out.

You might also consider adjusting your product's download expiration settings to allow more Attempts (we recommend at least 5 attempts, no fewer than 3 at bare minimum, up to a maximum of 9) and a reasonable hour limit that would expire the link even if they haven't exhausted all permitted attempts (expiration is determined by "whichever happens first").

Thanks, Tyson.

Yes, I had to reactivate a few of the expired links for customers. It's easy enough to do.

As you say, most of our customers got it just fine.

I understand the general idea of "the larger the file, the more opportunities for distruptions" -- I just wanted to make sure there wasn't some user experiences that dictate some threshold of file size that is smaller than the 500 Mb. limit.

Thanks!
Ed