If there is a problem with any piece of equipment along the route it may be beyond our ability to fix. Our developers work hard to ensure that your downloads are being routed to the server with the best connection but there are times where these limitations that are outside of our control mean that we cannot provide you a fast download speed. In these cases, we may ask you to consult with your Internet Service Provider ISP to see if they can improve the way they route your traffic to our servers.
If you are getting a consistently limited speed which is lower than the maximum for your membership tier, this is not being enforced by us and is either a connection problem or a limit from your ISP. You can read more about our download caps and membership tiers here. Before we get into the more advanced troubleshooting, it's important to cover the simple problems we often encounter which can be fixed with relative ease. In this section we'll be checking your maximum connection speed to each of our server locations.
For each of these links please stop all other downloads on your PC, click a link, allow seconds for the speed to stabilize, take a note of the speed, then stop the download and try the next one. EU Servers - Amsterdam , Prague. Worldwide - Premium CDN. If you're a Premium user, you have the ability to change to your preferred server in your Site Preferences.
We'll need to grab a couple of download links to add to the troubleshooting post. If possible please locate two files, one that is under 20MB and another that is over MB.
Please download these files manually and retrieve the full download link from your browser example below. Next, we want to check the quality of the connection between your PC and our servers by performing a TraceRoute operation.
To do this you'll need to:. Finally, you should create a new topic on the forums including the test results. If you like, you can use this format by copying it and replacing the sample data with your information:.
I'm having download issues. What can I do? In order to investigate download issues that have been reported to us, we require the following information in the report: Country: The place you're downloading from, please make sure you are not using a VPN when testing as this may make this information inaccurate.
Test download speeds: You'll need to try and download each of our test files in this article. Your download link: The link generated for you when downloading a file. TraceRoute: This is detailed information about your connection to our services, which allows us to identify any common stalling points. Private browser disables some of your extensions and - in most cases - uses the default settings for security. Temporarily disable all add-ons you have installed in your browser.
If this works, try turning them back on a few at a time until it stops working again. This will help you find the culprit. If you are still having the same problem with add-ons disabled. Review your browser settings, specifically those concerning content and security. Troubleshooting your PC If no changes to your browser improve the situation, there may be an issue with something else on your PC causing it. Please try the following: Review you anti-virus software. Some third party anti-virus solutions include additional "browser protection" which can manipulate the pages you are viewing.
If you have this feature enabled, try disabling it. Attempt to replicate the error on a different device. It's often good to try this on a mobile device or tablet because portal devices tend to have less third party software directly influencing the web browsing experience. If possible, try again while connected to a different network such as a mobile data plan. If this works, you may need to contact your ISP to troubleshoot further. Extensions, software and settings known to cause issues The following is a list of all the causes we found for the most common problems.
Graphs may never load. Some tabs may not work. Downloads may not start. Adblockers AdBlock, uBlock, etc Page layout may appear to be broken.
Errors when logging in or registering. You may be asked to log in on every visit. Other unexpected behaviour from potentially malicious scripts. I found the solution to my problem! I'm still having problems. Last updated on September 7, Upload file.
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