Common Download Tasks #
Troubleshooting and managing downloads.
Task 1: Finding All Downloads for a Customer #
Scenario: Customer says they can’t download. Check their history.
Steps:
What to look for:
| Finding | Meaning |
|---|---|
| Recent successful downloads | They CAN access – might be browser issue |
| No downloads but they tried | Portal issue? Login issue? |
| Last download months ago | Maybe expired license/support |
Task 2: Debugging “Can’t Download” Issues #
Scenario: Customer reports “I can’t download your software.”
Debug checklist:
Step 1: Check their license #
- Go to DDLS > Licenses
- Find their license
- Status active? Expiration not passed?
Step 2: Check support contract (CRITICAL) #
- In license details, find Support Contract section
- Is support active?
- THIS IS THE MOST COMMON ISSUE
Step 3: Check download logs #
- Go to DDLS > Downloads
- Filter by this customer
- Any recent attempts?
Step 4: Test yourself #
- Log into customer portal as test customer
- Try downloading same product
- Does it work?
Common solutions:
| Problem | Solution |
|---|---|
| License expired | Renew license |
| Support expired | Renew support contract |
| Purchase not completed | Complete order |
| Browser issue | Clear cache, try different browser |
Task 3: Investigating Suspicious Downloads #
Scenario: Many downloads from same customer but different IPs.
Steps:
Next steps:
- Contact customer to verify
- If unauthorized: Suspend license
- If legitimate (VPN, employees): Add note to customer record
Related Topics #
- [The Downloads Screen](#)
- [Download Security](#)
- [Interpreting Download Patterns](#)