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Identifying the Problem With Your Movie Download
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This is far and away the most frequent problem customers encounter. If you receive a "Forbidden" notice when you use your username and password to access and download your movie, please note that this is just a software bug and not due to bad login information. Unfortunately, this is not something we can control, but we do have a reliable fix for the problem. To clear the erroneous forbidden block, just click on your browser's navigation bar (the long narrow window at the top of the page which always contains a web address beginning with http) and hit ENTER. It works every time.
We have hundreds of passwords which have to be updated on a very regular basis. Sometimes, we forget to update our list of active passwords and we issue one which is out of date. We apologize for this inconvenience to you. When the password is bad, you will see the following message:
After you have entered your User Name and Password, the authentication window re-opens, prompting you to enter your login information again. This means that the link we have sent you either contains an error or is pointing to the wrong page. When this happens, the authentication window will keep reappearing without your login information. It will look like this:
If the movie is missing from the directory where it should reside (this happens sometimes when we transfer movies between servers), you will receive a message telling you that the movie cannot be found on the server. The message you will see in this instance looks like this:
If the URL you receive with your User Name and Password is clickable, you may find it will point to the wrong destination. We don't deliberately send clickable links, but some mail handlers introduce this function when they identify that a link is present. We have no idea why there is a memory effect which causes the link to point to a different (generally older) web page.
If you experience this problem, copy and paste the link into a text only editor and save it. This will render it unclickable. You can now safely copy and paste the unclickable link into your browser's nagivation bar.
You have accessed your movie successfully and started the download, but then the download stalls. You repeat the download and it stalls in exactly the same place.
An incomplete download usually means that the movie file has been corrupted during transfer to your computer. If this happens, you need to delete the incomplete or corrupted version of the movie from your hard drive before attempting the download again. If you don't take this step, the download will almost certainly stop at the same point during all subsequent attempts.
After identifying which problem applies to you, please send an e-mail to Dave North (north@bound2burst.net). Either Bill or I will get right on it, as soon as we see your message.
By the way, when reporting a problem, it is very helpful if you also mention which movie is causing the trouble. Just telling us that the password doesn't work means we have to go in search of your order. On a busy day, it can take a little while to track you down, especially if you report the problem using a different e-mail address to the one you used to place your order. Thanks for your cooperation.
One final thing: If it turns out that we are responsible for any problem you have downloading your movie (one of the problems 2 - 5 has occurred), you may request a free movie of your choice to compensate you for the inconvenience. This offer does not apply to problems 1 and 6 which do not lie within our control. Nor can you have a free movie if it turns out you are simply entering your password incorrectly!
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