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Troubleshooting Problems When Downloading Files from the KIP Deluxe FTP Site What's Covered Because downloading files involves many variables, you may encounter a variety of problems when downloading or installing files from KIP Deluxe FTP Site. You may be unable to connect to KIP Deluxe FTP Site, you may not be able to find the file you need online, an error message may appear when beginning to download, a file may download very slowly or stop downloading in the middle of transfer, you may be unable to locate the file after downloading it, or you may experience errors or unexpected behavior while opening the file you downloaded. Use the following troubleshooting guidelines to eliminate your problem. This document is intended for those familiar with basic download procedures. Connecting to KIP Deluxe FTP Site B. If you receive the error, "The Internet site ftp://ftp.kipdeluxe.com was not found. Please make sure the address is correct. Could not open ftp://ftp.kipdeluxe.com." when downloading using Microsoft Internet Explorer, your TCP/IP domain name server (DNS) settings are incorrect, your Internet service provider's DNS server is down, or some other there is some other Internet connection problem. Contact your network administrator or Internet service provider to resolve the problem. See Article ID Q153967 in the Microsoft Knowledge Base for details. C. If you receive the error, "The server returned extended information." when downloading using Microsoft Internet Explorer, your Internet proxy settings are incorrect, your Internet service provider's proxy server is down, or some other there is some other Internet connection problem. Use a different Web browser or FTP client application to download, or contact your network administrator or Internet service provider to resolve the problem. D. If you receive the error, "This server has encountered an internal error which prevents it from fulfilling your request." when downloading with the Apple CyberDog browser, download using Netscape Navigator, Netscape Communicator, or Microsoft Internet Explorer, or contact your network administrator or Internet service provider to resolve the problem. E. If you are prompted to enter a login name and password
when connecting to the KIP Deluxe FTP site, use the login "anonymous" and use
your e-mail address as the password. For example: NOTE: This solution does not apply to Web browser users. F. If your FTP client application freezes and displays
"220-" or "-220" after you log in to the KIP Deluxe FTP site, log in
again and type a dash (-) for the first character of your password (your e-mail address).
For example: NOTE: This solution does not apply to Web browser users. NOTE: This solution does not apply to Web browser users. H. Follow the solutions in the "Downloading Stops During Transfer" section below, which may also resolve problems when connecting. Nothing Happens or Downloading Stops During Transfer A. Download the file when there is less activity on the Internet (e.g., late in the evening, early in the morning, on weekends). B. Contact your Internet Service Provider (ISP) for
assistance with your Internet connection. D. If you are connected to the Internet using a standard
phone line, disable call waiting and check the line for clarity to make sure voice
communication is free of noise and static. G. Make sure your hard drive has enough free hard disk space for the file you are downloading. To increase free hard disk space, delete unnecessary files and applications, then use a disk utility to defragment the hard disk. H. If the error message "Unable to launch external viewer! error code=16" appears when using Netscape Navigator or Netscape Communicator, you must configure Helper Applications in your Web browser preferences for the file type you are downloading. Or, hold down the Shift key (Windows and UNIX) or the Option key (Mac OS) when clicking on the link to download the file you want. See document 960513-18 in the Netscape Knowledge Base for details. If the problem persists, please contact KIP Deluxe Technical Support. Finding the File After Downloading It A. Find the file by name, then move it to a convenient location for installation (e.g., desktop). The filename appeared when you downloaded the file (e.g., Setup.exe, kipdemo.Macintosh.v332.hqx). - In Mac OS, choose File > Find in the Finder, type the
filename, then click Find. NOTE: When downloading from a browser, the browser normally prompts you for a location to which to save files, and it provides a default filename. To ensure you can locate downloaded files, specify the desired location and filename before downloading. If the problem persists, please contact KIP Deluxe Technical Support. Troubleshooting Errors or Unexpected Behavior When Opening
a Downloaded File A. Verify that your hardware and system software meet the requirements specified for the file you downloaded. For example, if you encounter the error "Insufficient disk space," ensure the volume (e.g., hard disk) or partition where the operating system software (e.g., Windows) is installed has at least 3 to 4 MB of free disk space, and that the volume (e.g., hard disk) or partition where your downloaded file is being installed has the amount of free disk space specified in the downloaded file's pre-download description. B. Disable drivers or extensions, which can interfere with installation: Windows 95 C. Copy the file to another computer that also meets the file's system requirements, then run it. If the file generates errors or exhibits unexpected behavior, it is likely damaged, so you should redownload it. If the file runs or installs as expected, the system configuration on the original computer is likely interfering with installation. D. Because the installer may have been damaged when you downloaded it, move it to another location, then redownload it. For example, an error message stating that the file "is not a valid Win32 application" often indicates the file is damaged. Redownload the file, or ask a friend to try downloading it for you from a different computer, then move the file to your computer using a floppy disk, Iomega Zip cartridge, etc. E. Contact the manufacturer of your Web browser or FTP client application software for assistance, especially when that software is producing error messages (e.g., "Internet Explorer does not know how to open this type of file."). If the problem persists, please contact KIP Deluxe Technical Support. Reporting a Downloading Problem DISCLAIMER: KIP Deluxe Systems does not support third-party software, including, but not limited to, Web browsers and FTP client applications. Contact the manufacturer for assistance with third-party applications. To report a downloading problem to KIP Deluxe, please do one or more of the following: A. Send an e-mail message to ftpsupport@kipdeluxe.com NOTE: This e-mail address is only for downloading problems. If you have been successful downloading a file but are having trouble installing or using it, please contact KIP Deluxe Technical Support using the contact information included with your KIP Deluxe software. C. Contact KIP Deluxe Technical Support using the contact information included with your KIP Deluxe software. |
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