# Why Customers have an issue while downloading the files?

There could be several reasons why this is happening so please go through the different hypothesis below.

{% hint style="danger" %}
**Hypothesis 1 :  Your using download files all at once and sum of your files is to large (> 1000mb)**

* Please check how heavy is your digital product. If the sum of the files of the digital product you're selling is over 1000MB(1GB), do NOT use the feature "download all at once".   
  {% endhint %}

{% hint style="info" %}
If you encounter this issue, you'll most likely see this error message "*we encountered an error when trying to load your application and your page could not be served. Check the logs for your application in the App Platform Dashboard*"
{% endhint %}

{% hint style="success" %}
Solution: 

* Use your own zipping program to pre-compress the files into a Rar and then upload that Rar instead of all individual files
* Please check how heavy is your digital product. If the sum of the files of the digital product you're selling is over 1000MB(1GB), do NOT use the feature "download all at once".   
* Or select download files individually.
  {% endhint %}

Follow **Method 3 in the guide below**

{% content-ref url="how-to-prevent-the-sharing-of-digital-files" %}
[how-to-prevent-the-sharing-of-digital-files](https://penida.gitbook.io/big-digital-download/most-asked-questions/how-to-prevent-the-sharing-of-digital-files)
{% endcontent-ref %}

<figure><img src="https://505444084-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6E2RYbkHaFzNulwI9D72%2Fuploads%2Fa0zyRIe6sDvZyj2KdBzo%2FCapture%20d%E2%80%99e%CC%81cran%202024-05-17%20a%CC%80%2017.38.32.png?alt=media&#x26;token=5580109c-f7c6-453e-b30e-7df93c495e4e" alt=""><figcaption></figcaption></figure>

<figure><img src="https://505444084-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6E2RYbkHaFzNulwI9D72%2Fuploads%2Fi8fwtxDEV4oBqAAX5zaV%2FCopy%20of%20DD%20-%20Digital%20Product%20-%20Settings.png?alt=media&#x26;token=d2d71df0-78d8-4884-86ca-1281e50344b3" alt=""><figcaption></figcaption></figure>

{% hint style="danger" %}
**Hypothesis 2 :  Have you deleted the original product on Shopify?**

* If you've deleted the Shopify product to which the digital product was attached, then no email will be sent at all.
  {% endhint %}

{% hint style="success" %}
Solution:

* Archive your Digital Product (Apps > Big Digital Download > Digital Products > Archive on the Digital Product)
* Recreate the Digital Product with the new Shopify Product
  {% endhint %}

<figure><img src="https://505444084-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6E2RYbkHaFzNulwI9D72%2Fuploads%2Fi8fwtxDEV4oBqAAX5zaV%2FCopy%20of%20DD%20-%20Digital%20Product%20-%20Settings.png?alt=media&#x26;token=d2d71df0-78d8-4884-86ca-1281e50344b3" alt=""><figcaption></figcaption></figure>

{% hint style="danger" %}
**Hypothesis 3 :  Are you using the PDF stamping feature?**&#x20;
{% endhint %}

{% hint style="success" %}
Solution: If you're using the stamping feature, make sure you're not stamping a password protected PDF.
{% endhint %}

<figure><img src="https://505444084-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6E2RYbkHaFzNulwI9D72%2Fuploads%2Fi8fwtxDEV4oBqAAX5zaV%2FCopy%20of%20DD%20-%20Digital%20Product%20-%20Settings.png?alt=media&#x26;token=d2d71df0-78d8-4884-86ca-1281e50344b3" alt=""><figcaption></figcaption></figure>

{% hint style="danger" %}
**Hypothesis 4 :  Are they getting a "Maximum downloads reached" error and have you setup a download limit?**
{% endhint %}

{% hint style="info" %}
As soon as someone click on "download" it will count as 1 and people trying to download the file again will not be able to do so, even if the first download has failed.
{% endhint %}

{% hint style="success" %}
**Solution:** Setup a generous limit of 5 for instance or no limit at all, which is usually what works best if your customers are not tech-friendly.
{% endhint %}

{% hint style="warning" %}
Please note that changing the limit will not change it for past customers, it will only change the limit for new purchases. Past customers will need to order again from  you if they want to have the digital product with the new product.
{% endhint %}

<figure><img src="https://505444084-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6E2RYbkHaFzNulwI9D72%2Fuploads%2FDCky2L2ASFwcvYYrXIi9%2FCapture%20d%E2%80%99e%CC%81cran%202024-05-17%20a%CC%80%2017.44.36.png?alt=media&#x26;token=21dc8031-ef6f-40f7-9270-b0a228674f0d" alt=""><figcaption></figcaption></figure>