📂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.

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".

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"

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.

Follow Method 3 in the guide below

❌How to prevent the sharing of digital files?

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.

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

Hypothesis 3 : Are you using the PDF stamping feature?

Solution: If you're using the stamping feature, make sure you're not stamping a password protected PDF.

Hypothesis 4 : Are they getting a "Maximum downloads reached" error and have you setup a download limit?

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.

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.

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.