Update download crashes
Hello,
As a new update (June 13) is available, I tried to download it via ON1 PR 2019.5 > check for updates, the download stops about 10% done; directly from ON1, tried to get the dmg file, same, download stops at 0,4Go/1,4. I tried several times morning and now, submited a request to tech support.
Have you the same problem ?
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Sometimes it's your Web Browsers fault. If you have a different browser, give it a try. I use Firefox and have no problems. Rather than using the automatic update, you should download the file manually and install it yourself. You have more control that way.
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It’s possible that everyone is trying to download at the same time. Maybe wait a while.
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I tried Safari, stops at ± 0,4 Mo, Brave browser idem, Firefox 198 Mo.
I'll try tonight again.
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Just got off the phone to a friend who is trying to download to a Windows machine and the same thing is happening. The download keeps freezing. Whatever we tried gave the same result. Suggest you open a ticket and report this.
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News: after many tries, I could download all the dmg and install.
The problem is that for complete all the download, I must wait "net error", then relaunch, every 200-400 Mo have been loaded, till all is complete, it tooks me some hours for do that, maybe a ON1 server problem or some script to send/download the file.
This problem never happened with many softwares download I made in the past years.
Now I must try the update, hope my problems are solved !
(as I quit home for some days, I'll test it end of June)
Thanks for your answers
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I am having the same problem no matter what browser I try downloading with. It is happening with both the full download or downloading just the patch from within On1. The full download fails after about 1/4 way through the download. The patch appears to be fully downloaded but will not open, get error message about a faulty catch sum.
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ON1 downloads ALWAYS fail, no matter the browser or method, no matter whether I am on my DSL at home of the fast internet at my university. If I use Firefox, at least it is able to continue the download from the point of failure instead of starting over and over again. I am on the fourth or fifth re-start of the update download. It seems to stop about every 200 MB. I assume this is some problem with whatever server ON1 uses. At one point, a support person for ON1 had to put a copy of the download on Dropbox so that I could get 2019RAW downloaded, since it failed every.single.time I tried to download the new software. That was before I discovered I could continue from partial downloads in Firefox. I am hoping the download I have going now will get to the endpoint successfully without another failure.
Edit: Nope, it failed AGAIN with less than 100 MB remaining out of the 1.4 GB. FFS, ON1.
TL/DR: ON1, you need to get more reliable servers for your downloadables!
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John, I was able to get the full download doing what you did - constant back to Firefox to continue the failed download _ but when you go to open it you receive an error message that the dmg image is not recognizable. So after all that time and bandwith wasted, it is for naught. Very frustrating.
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That is what mine did if I tried to open it before it had completely downloaded. I think you haven't continued the download enough times yet, lol. Make sure it gets all the way to 1.4GB before you try to open it. I just finally finished the download and it did open successfully and I got it installed. It only took about half a day before I finally got a good copy downloaded.
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John, it's not On1s servers. I have been downloading from those servers for years, it's always been fast and reliable. The only time there has ever been a hiccup is immediately after a release when everyone is accessing at once and all that does is slow the download. It still arrives intact.
What about the other parts of the link that could be the problem...
- your browser
- your op sys
- your virus scanner
- software on your pc that might interfere with downloads
- your internet connection
- your internet provider
I think you need to do more investigating.
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You may notice that I said it happened regardless of browser, regardless of my location at home or work, etc. I will add that this happened also LONG after the initial release of RAW 2019, not just when it was initially released. I didn't try to download that version for a long time after release. No virus scanner was running during any of the download attempts. This happened with my Mac with completely different versions of the OS installed (before and after upgrading to a newer version of MacOS.) There is no software on my Mac that interferes with downloads (never a recurring problem, except with ON1.) I think that covers pretty much everything you mention. It is pure and simple that the ON1 servers have a connection failure frequently. It isn't my ISP, since it happens when I am at home or at the university (with a super-fast connection.) Their servers seem reasonably fast, but are far from reliable. Unless you want to say it fails "because I am on a Mac", your points are all irrelevant to this issue. I am not going to switch to Windows just to download from ON1, if that is what you think I need to do (and I don't think ON1 would sabotage downloads to their Mac users, lol.) They are the only place I have this issue on a regular basis and it is ALWAYS an issue with their downloads.
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John Riley - Yes, It was the full 1.4 Gig and I stand with you on your comments. (Also on a Mac that is pristinely maintained).
Rick Sammartino - But the issue is not only with the full stand-alone but also the choice to update from within On1. Up until this particular update, I have never had a problem with the updates and nothing has changed on my computer, internet provider, connection, etc... I had no problem downloading the last update released a month or so ago... I call horse puckey... There is an issue on On1's end. John and I aren't the only ones having the issue, both Mac and PC.0 -
John and Connie have you contacted On1 support? You are getting responses from other useres herenot On1 support. If you ciontact them they may be able to help.
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Ok, let's see. It's 3:18 here. I'm opening a new tab in firefox... opening my On1 account... and now I'm at the download screen. It's 3:20 now. I'll time the download... Ok, it now 3:24 and with manipulating the save dialogue the download took 1min 55 secs.
I don't know where you are, I'm in Canada and I'm downloading from the same servers in Portland.
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