Subject: Unable to download purchased database
From: Gee Jay <[email-masked]>
To: philippines <[email-masked]>
Cc: akhil <[email-masked]>, subir <[email-masked]>, ankit <[email-masked]>, ashok <[email-masked]>, tushar <[email-masked]>
Date: Fri, 16 Nov 2012 03:59:23 +0530 (IST)

Hi, 

Good morning. 

When customlists customers complain of not being able to download the purchased databases, do not resort to sending the download link again. 

Client did not provide a solution for this, we just know that sometimes it work and sometimes it doesn't. It has been observe several times that the download link worked when customers were asked to just refresh the page and clear cache and cookies . 

Let us try to follow these steps below if customer is not able to download on their first try: 

1. Ask customers to refresh the webpage, then see if it they will be redirected to download page 
2. Close the page with error message, then try clicking the link again from the email, have customer try again 
3. Have customer clear browser's cache and cookies (you have to explain nicely why you have to do this), then try again. See how to clear these up below. 
4. If above procedure are not successful you may resend the download link. 

Firefox 
Click Tools Button (this is alongside with File, Edit, View, History on top of the web browser) 
So click Tools, then click on Options. 
On the pop up page, click on Privacy Button. 
Look for the "Clear all current history" link, have customer click that 
Make sure all things are unchecked, except cookies and caches 
Click Clear Now. Then click OK. 

EI 
Select Tools > Internet Options . (Tools is alongside with File, Edit, View, History on top of the web browser) 
Click on the General tab and then the Delete... button. 
Make sure to uncheck Preserve Favorites website data and check both Temporary Internet Files and Cookies then click Delete . 

Then close out of Internet Options . Click on Tools and select Developer Tools . 
In the Developer Tools window, click on Cache and select Clear Browser Cache... 
Click Yes to confirm the clearing of the browser cache. 

Chrome 
Click the Chrome menu Chrome menu on the browser toolbar. (this is the three horizontal lines at the end of the address bar) 
Select Tools . 
Select Clear browsing data . 
In the dialog that appears, uncheck everything except for "Empty the cache" and "Delete Cookies and other site plug-in data" 
You may advise customer to choose "the past week" . Select beginning of time to delete everything. 
Click Clear browsing data. 

Safari 
Click on Safari > Reset Safari... . 
Check both Empty the cache and Remove all cookies , then click on the Reset button. 

Note: In newer versions of Safari (v5.1.x), these two options have been replaced by a single checkbox, Remove all website data . Checking this will clear both the cache and cookies.