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Download Troubleshooter |
Important Info All Cool Page programs available for download are hosted on very fast web servers. The hosting services we use are rated number one in the USA with a proven history of reliability and uptime (always on). Any customer who wishes to refund his or her purchase of Cool Page due to the inability to successfully download the purchased software MUST complete the steps of this troubleshooter PRIOR TO requesting a refund via My Purchases. Per Cool Page Customer Support statistics, 99% of all downloading problems have been traced to causes other than our web servers, therefore any user with a downloading problem MUST complete the steps of this troubleshooter PRIOR TO contacting Cool Page Customer Support. |
How Internet Downloading Works This is a simplified presentation of what happens when downloading on the internet: 1. Connect to the internet - You connect to the internet by dialing in to your ISP. (cable and dsl are often "always on" connections) After dialing, a connection is established between your computer and your ISP network. Information is regularly being transferred between your computer and your ISP network to maintain the connection: |
2. Connect to a web site - Open your web browser and connect to a web site. The web site is located
on a remote computer, either on your ISP network or on another network somewhere
else in the world. Intermittant connections are made when connecting
to a web site on the internet. Transmitted information may pass between
many other networks to and from your computer and the destination web site.
Specialized hardware on these networks, who's job it is to pass this information
to and fro, are called Routers. |
3. Files get split - When files are transferred, they get split up into very small separate pieces.
These small pieces of a file are called Packets. For instance,
a picture on a web page may be split up into hundreds of packets and then reassembled
on your computer into one large file that can be seen in your web browser. |
4. Packet Loss - Sometimes packets get lost during transfer. When this happens, your
computer will send specialized information back to the destination web site saying,
"I did not receive packet #96, please resend", and packet #96 will be resent. If your computer, a network or the destination web site network is not operating efficiently, too many packets can get lost during the transfer and a file download may be very slow or may never fully complete. When this occurs you may see some "missing pieces" of a web page or you may end up with a corrupted (damaged or incomplete) software download. |
5. Summary - Successful file downloading is almost entirely dependant upon the quality of YOUR
internet connection. Your connection quality can be reduced by many different
things, most of which are covered in the next troubleshooting steps
above. Continue |
Contacting Cool Page Customer Support As stated above, any user with a downloading problem MUST complete the steps of this troubleshooter PRIOR TO contacting Cool Page Customer Support. You may contact Customer Support after you have done the above steps of this troubleshooter. Please do all of the steps as given. Customer Support will refer all incompletes to this web page. * indicates required fields. |
Do These Steps In Sequence If you encounter any issues when attempting to download Cool Page, do these steps in the order that they are given here. If one step does not solve your issue then move on to the next step. Step 1 - Read the section below called How Downloading Works. Step 2 - Disconnect from the internet, restart your computer, connect to the internet and try downloading again. Very often this is all that is required. Usually, the operating system will be in a more efficient state after a restart and the new internet connection may be faster/better than the previous one. Step 3 - Try downloading again, but first disable ALL anti-virus, firewall and internet security programs. These programs "filter" the pieces of downloaded files as they arrive to your computer, often interfering with the the ability of your computer to reassemble the pieces into the whole file. Cool Page downloads are tested by commercial virus checkers and assumed to be virus-free. If you already have a virus on your computer, then ANY download may become infected. Use your anti-virus program to scan ANY downloaded program prior to installing. Step 4 - It is possible that some other program on your computer interferes with downloading. Disconnect from the internet. Shut down ALL programs except Explorer and System Tray by using Windows Task Manager. Use the keyboard keys Control-Alt-Delete to open the Task Manager and End Task on programs one at a time. Repeat until the only programs left are Explorer and System Tray. Reconnect to the internet and try downloading again. |
Step 5 - The internet is congested and slower at certain times of the day.
The solution here is to download during non-peak hours when there are less users
on your ISP network or the whole internet, or to use an alternate phone number
to connect. If your internet connection is slower than usual, contact your
ISP and report your observations to them. (You can optionally report
to your ISP the results from Step 6 below.) Step 6 - Determine the source(s) of any slows when attempting to download Cool Page. Do this by using the Traceroute program that comes with all versions of Windows. Do a Traceroute to this address: www.downloadfast.com Send the results to your ISP if it is discovered that the slows exist on your ISP network. If you see slower traceroute times (time in miliseconds) at the locations following your ISP network in the traceroute, then realize that the only thing you can do is to try to download later when the route to the download may be different or the slows are fixed. Also, send these results to your ISP for they may be able to supply you with a different internet connection. Rare - If you see traceroute times (time in miliseconds) at the destination address of the Traceroute that are GREATER than ALL other times (time in miliseconds) then you may send the results to our download site IF: • You must do several (3 or more) successive Traceroutes, done at 15 minute intervals. • Each Traceroute MUST show that the destination (downloadfast.com) was the slowest in times (time in miliseconds) in EVERY Traceroute done. • Send ALL 9 Traceroutes that were done to support@downloadfast.com. Step 7 - Try downloading from a different computer with a different internet connection. (to transfer the file to your computer, make a copy of the downloaded program on a CD or other removable media) Other Causes Of Downloading Problems There sometimes can exist other causes of downloading problems: 1. Viruses - Some viruses, particularly the newer ones that email itself to the listings in your address book, can corrupt or damage the internet software and Windows files that are responsible for connecting to or maintaining a good internet connection. Use your anti-virus program to detect and/or repair virus damaged files. 2. Spyware - There are programs that contain what is known today as Spyware. These programs work by installing hidden applications that utilize your internet connection to connect to marketing web sites that keep track of your internet activities. Many spyware applications alter key Windows programs related to internet connections and reduce your connection speeds and ability to download. Read more about Spyware here and use this free tool to check for and remove Spyware. 3. Old or damaged modem - Have your computer checked out by a technician and either update your modem with the newest drivers or get a new modem. WinDrivers.com 4. Free ISP - Free ISP's usually have poor internet speeds and often have misconfigured networks. Do not expect a free ISP service to be optimum, stable and efficient. You get what you pay for! Subscribe to a well know ISP service and experience better download speeds and less internet problems. 5. Damaged Computer - A computer with damaged or corrupted software or hardware will not be capable of an internet connection required for downloading files. Have your computer checked out by a technician and repaired as necessary. |