If you're having trouble downloading the video, audio, text, or music file to your device, here are some troubleshooting solutions you can take that may solve the issue.
NOTE: If you are using an iPad or iPhone, please go to solution 8.
Solution 1 - Make sure it is a downloadable product.
Solution 2 - Test in a different browser.
The first option is always to test using a different browser. Please use 2 or 3 of the major browsers: Chrome, Firefox, Safari, and Edge. Please go to the following link to find out if your current browser version is updated.
Solution 3 - Make sure your operating system (OS) is updated
Most tech issues on our website are due to outdated OS and browsers. To make sure everything runs smoothly, we recommend checking if your OS is up to date.
When using Safari and Apple devices, please make sure that the version installed is iOS15 or newer, since we only support the latest versions of Safari, Chrome, Firefox, Edge, and Opera.
Select your OS from the list below, and you'll be directed to a page that will let you know if it is still supported. If it's not, please update your OS, browser, and, if possible, your device.
Solution 4 - Clear your browser's cache
Please select your browser from the list below:
Solution 5 - Check your device's capacity
Our video files are high quality, and you may not have enough capacity to save the file (which is mostly true with mobile phones). In this case, it is best to download it to a Desktop or use a cloud file hosting service.
Solution 6 - Check your internet speed.
Many of our files are large due to their high audio and/or video quality, which means they may take several minutes to an hour or more to download. If you have slow Internet speed, it is recommended you find a location with relying high-speed internet, so your download doesn’t "time out" before it is complete.
Remember that in many public places, such as libraries or cafés, Internet access is not secure and may expose your device to others unless you use a VPN.
Solution 7 - Check your browser settings.
- On older products, there will be links to access the media files. Your device may be set up to automatically play the audio or video file rather than downloading and saving it. If you download the file, you will be able to play it without being online. To do this, RIGHT-CLICK (or CONTROL-CLICK) on the link and choose “Save link (or target) as…”. Make sure to notice where it is being saved on your device or select something easy to find.
- On newer products, you will see an image of the product. Select either “Audio” , “Video” or "Music" on the right side of the image, and it will activate the media player. If you wish to download the file to your device, click on the downward-pointing arrow in the lower right corner of the player, and select the folder you want to save it in.
- For an enhanced experience, we recommend downloading the files to your device since they are not optimized for streaming.
Solution 8 - iOS devices
- iOS DEVICES (iPhone/iPad) – Note that you must use the default Safari browser to download a file. Also, make sure you have downloaded the files app on your device. For further assistance on the Apple systems, please get in touch with Apple Support.
- It's important to remember that Safari handles downloads differently than Chrome or Firefox. This means that once a download is completed, it's automatically placed in the Downloads folder without any notification to the user. In these cases, we suggest to right click above the link and choose "Download linked file."
No Refunds – Due to the nature of digital data, we cannot refund audio, video, or text download purchases. If you're having difficulties, please revisit the details above. As a last resort, you can send us an email, and we’ll try to help you find the solution.