Why isn't my software downloading?

If the progress bar of the download does not seem to be moving after about 15 or 20 minutes, it may be for one of the following reasons:

  • There may be a problem with your network connection. Make sure that your computer is still connected to the Internet.
  • Wireless connections have a minor latency that can cause corruption during transfers. Try connecting directly to your modem or router via a network cable and then restart the download.
  • The account you are using may not be authorized to download software to your computer. Make sure that you are logged in with an account that has administrative privileges.
  • Some networks used at schools or in offices have security programs in place. Try downloading from a different network.
  • If you are downloading with the Secure Download Manager, and the progress bar appears to have frozen during download or unpacking:
    1. Delete your order package (the .SDX file in your Downloads folder with your order number as its name).
    2. Delete the incomplete software (the .SDC file in the folder to which you tried to download the software).
    3. Re-download your order package and re-attempt your software download.
  • Active firewalls, antivirus and antispyware programs can interfere with the download. Try turning off any security programs that you have on your computer.

Note: Disabling antivirus/antispyware software while connected to the Internet or to a local network can create security risks, and may leave your computer vulnerable to attacks. Turn this software back on as soon as possible once you have completed the download.

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