Hi

One of our members has been having some trouble downloading files which seem fine for all other members. The issue seems to be isolated to a particular member and not the files as other members and I have no problem downloading.

Any ideas?

Thanks

It sounds like he is having problems with connections to amazon S3. If it's only them having this issue, they would need to contact their hosting provider on this. 

11 hours ago, Marc Stridgen said:

It sounds like he is having problems with connections to amazon S3. If it's only them having this issue, they would need to contact their hosting provider on this. 

Yes it's just the one member Marc. Thanks.

27 minutes ago, FM Graphics said:

Yes it's just the one member Marc. Thanks.

You're very welcome. Please let us know if we can be of further assistance with anything else.

I'm having a couple of issues with downloads again guys and wondering if you can help.

Firstly, both members and I have uploaded files to the download area which have been compressed/zipped before uploading. Then once downloaded they do not extract correctly despite being tested before upload.

You may say to simply upload the file again but that unfortunately doesn't always work as some files that upload perfectly fine on other sites do not do so for us sometimes. We've had some examples of this issue in the past few hours.

Secondly, several members this time have started to have the below issue when downloading files.

I'm concerned about this as it's our busiest time of the year and could lead to losing new members. The screenshot is from a member who has tried this particular file on three occasions. The file has been downloaded thousands of times but from checking logs you can see members attempt to download several times before success or simply give up on most files.

Now I know this could be an AWS issue rather than a software problem but as a cloud customer I'm not too sure what I can do about these problems.

Edited November 8, 20222 yr by FM Graphics

Have you been getting these since you have updated?  If so, please could you provide an example I can look at?

Hi @Marc Stridgen

Thank you for your reply.

It has been since the updates yes. I'm not sure if it's a coincidence or not but here is an example of a member (GeminiGhost) having the issue late last night.

https://www.footballmanagergraphics.com/files/file/202-fmg-logos-megapack-fm23/?do=findComment&comment=119

Just incase it's connected in anyway another complaint from members this week is that downloads start very slowly which I've also experienced sometimes.

What I mean by that is the files looks as though it is not actually downloading and can take several minutes before anything actually starts to happen. Most people abandon the download and start again which is seen in the download logs.

This is a long term issue but comes and goes.

 

Please could you log some of the times its happening and users who are seeing it? We can then see if we can get some correlation on what is going on.

24 minutes ago, Marc Stridgen said:

Please could you log some of the times its happening and users who are seeing it? We can then see if we can get some correlation on what is going on.

Ok I’ll do that and come back to you.

On 11/9/2022 at 11:03 AM, Marc Stridgen said:

Please could you log some of the times its happening and users who are seeing it? We can then see if we can get some correlation on what is going on.

Hi Marc

I have logged some of the main issues in the Admin notes now.

Picking this back up again unfortunately guys. Lots of members leaving reviews or sending PM's saying downloads stop before completion and the same forbidden message as above appearing.

Some members change browsers and it works but unfortunately it doesn't work for all.

The larger packs seem to be the main issue. Listed as Megapacks on the site.

Edit: This was happening before the latest update and after.

Edited March 12, 20232 yr by FM Graphics

Please could you respond to the ticket that was created for you on this with some examples? As this was transferred to ticket originally, it would be the best place for you