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Having trouble downloading a file from our site?

Download help - table of contents
Click the link that best describes the download problem you are experiencing:
The file will not start downloading
One of the following problems is probably preventing you from downloading files from our site.

You are behind a firewall

You are at the office and are behind a firewall (a special software program that prevents unauthorized access to your local network). This firewall may prevent you from downloading files from our FTP server. Contact your network administrator and make sure that you can download files through your firewall and that you have the correct browser and network settings. If that fails, try downloading the files from another location.

You have a pop-up blocker enabled

Our current license agreement window will launch a new window to initiate the file download process after someone clicks I Agree. Pop-up blockers will prevent this secondary window from opening and the user will not be prompted to save the file. Temporarily disable pop-up blockers or modify its settings to allow popups from our support site.

Our FTP server is at full capacity

Our file transfer protocol (FTP) server may have temporarily reached full capacity or may be experiencing a temporary problem. FTP servers only support a limited number of download connections. When an FTP server has reached its maximum number of download connections, new downloads cannot start. Unfortunately, the only solution is for you to try again later or to try during off-peak hours (see the File downloads very slowly section for a list of times to avoid).

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I can not view Adobe Acrobat (PDF) documents online
Make sure you have Adobe Acrobat Reader installed on your system:

Get Adobe Acrobat Reader

Attention:

  • Some PDF files are updated often. When you download a PDF file to your hard drive, you risk missing the most current information if you rely on that PDF file after the online one has been updated. Check to make sure you have the most recent version of the PDF file.
  • PDF files can be very large and may take several minutes to load and to start Adobe. Also make sure you have room on your hard drive.

Downloading PDF files

If you click the link to the PDF file and it does not open automatically, follow these steps:

  1. Right-click the filename link to the PDF file. A menu appears:
    internet explorer menu
    Internet Explorer menu
    netscape menu
    Netscape Navigator menu
    Firefox menu
    Firefox menu
  2. Click Save target as. A dialog box appears that allows to you select the location on your computer where you would like to save the PDF file. On some browsers, the text of the menu selection may be Save link as instead of "Save target as".
    Note: Be sure to remember the location where you saved your file so you can find it later!
  3. Save the PDF file to your computer.
  4. Right-click the Start menu and click Explore on the menu that appears. Windows Explorer appears.
    Note: This step will vary depending on which operating system you are using.
  5. Navigate to the directory where you saved the PDF file and double-click the file. Acrobat Reader will open and display the contents of the PDF file.

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My download was interrupted
The following strategies will help you resume interrupted downloads or avoid them altogether.

Use a download manager

Software programs called "download managers" let you resume interrupted or failed downloads. Most programs let you pause and resume downloads at your convenience. Although we do not endorse any third-party download managers, some popular ones are GoZilla (http://www.gozilla.com), GetRight (http://www.getright.com/), and SmartDownload (http://www.netscape.com).

Use a file transfer protocol (FTP) program

FTP programs let you connect directly to our FTP server. Although we do not endorse any third-party FTP programs, some popular ones are CuteFTP (http://www.cuteftp.com) and FTP Explorer (http://www.ftpx.com).

Use a quicker connection

If you have access to one, use a quicker connection (DSL, cable modem, LAN) instead of a modem connection to allow for quicker downloads and to reduce the number of interrupted ones.

Increase the modem time-out value

If you are using a modem, increase the modem time-out value. (The modem time-out value is the amount of time your modem waits when a download is temporarily interrupted before it breaks the connection completely.)

  1. Click Start, click Settings, then click Control Panel. The Control panel window appears.
  2. Double-click the Internet Options icon.
  3. Click the Connection tab, then click the Settings... button. The Dial-Up Settings dialog box appears.
  4. Increase the value in the Disconnect If Idle For field to 10 minutes or more.

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The file downloads very slowly
Unfortunately, file download times depend on your connection speed and on Internet traffic and, as a result, are usually outside of your control. If you are using a modem and have access to a quicker technology, such as DSL or a cable modem, try using that instead. Otherwise, try to download files when traffic is at its lightest.

Internet traffic is at its heaviest between 15:00 and 17:00 (3:00 PM and 5:00 PM) Eastern Standard Time (EST) and between 19:00 and 23:00 (7:00 PM and 11:00 PM) EST. These times translate to between 20:00 and 22:00 Greenwich Mean Time (GMT) and between 00:00 and 04:00 GMT.

Estimated download times by file size and connection type
File size:
56.6 Kbps modem connection:
T1 direct Internet connection:
500KB
4 minutes
<1 minute
1MB
7 minutes
<1 minute
5MB
37 minutes
<1 minute
20MB
150 minutes
2 minutes
50MB
370 minutes
4 minutes
100MB
740 minutes
9 minutes

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The file does not extract/install properly
If the file you downloaded does not appear to be working properly, delete the downloaded file and download it again. To ensure the file downloaded without errors, verify that the size of the file downloaded matches the size of the file on the Web site.

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The installed file is the wrong version
If the file that you downloaded is an older version than the version number stated on the Web site, you may need to clear your Web browser's cache or temporary folder. Then, delete the downloaded file and download it again, verifying the directory you are downloading to. If the file that you download still shows an older version, the publishing process may not have had time to complete. Please wait a few hours and try again.

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The page will not appear
If you are having problems getting the page to appear, clear your Web browser's cache or temporary folder and then restart your Web browser.

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