FAQ

       

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If any of you are experiencing problems with your purchase or download, then please check below to see if this resolve's your problem (this will be added to as time goes by): 

If nothing below assists you in anyway and you need to contact our support address please use our dedicated online support form HERE.  

 


Purchasing ALL BEAR for use on an iPad.

 

If you are using an iPad to purchase your copy of ALL BEAR on it is important to ensure that you click on 'Open in IBooks' as soon as this notification appears (top right of screen). This will ensure that your purchase is saved to your device and you can access it at any time. Failing to click on it will mean your purchase may be lost.


I clicked on complete purchase but nothing happened.

 

This could be caused by your browser using a pop-up blocker. The recent update to Chrome has an annoying feature where the 'save/open' dialog box does not open up. Please make sure you allow www.all-bear.co.uk.  so that the dialog box will open.


MAC users, are you having problems saving the file after viewing in preview?

 

One reader was having difficulty saving the file after it had opened up in his viewer in preview. This is how he saved the file to a directory of his choice: "When I clicked on the issue which downloaded, it opened in ‘preview’ but if I save the document from preview view then it is blank. However, if I just drag the file into a directory where I want to keep it, it saves as a pdf and is OK."

 

Thanks to philmm56 for this tip.


Are you using a download manager, and or a download accelerator?

If yes, then please disable them. Using these can trick the system into thinking you have already downloaded your purchases and so therefore will prevent a successful download.


Computer vs. Mobile Phone vs. Tablet. Which is best to download to.

Although ALL BEAR will display on all mobile devices, it is strongly recommended that you download your purchases to your computer first, then copy it over to your device of choice (make sure your device supports PDF before doing so). It is very easy, especially on a mobile phone, to drop connection during a download. Some readers have also said that depending on phone and the sensitivity of the touch screen, touching the download link can sometimes create multiple clicks if touched for to long or pressed to hard.

**We do not take responsibility for failed downloads to a mobile phone. ALWAYS download to your computer first**


PDF documents – “file is damaged and cannot be repaired/opened” error

The issue usually arises when the Portable Document Format (.pdf) file is opened before it has finished downloading, which of course takes a little while with larger files.

The problem can be made worse by the fact that, depending on your browser settings for “caching”, trying a second or subsequent time to download it doesn’t help, because the browser holds a copy of the (corrupt) downloaded document and simply keeps trying to open that rather than actually downloading a complete copy.

Suggestion: clear the cache. Assuming that you use Internet Explorer (although I always recommend ditching this in favour of anything else!), choose “Tools”, then “Internet Options…” to open a new dialogue box, select the “General” tab. Look for the “Temporary Internet files” section on that tab, and click on the “Delete files” button. A new dialogue box will open – click the “OK” button to confirm. Click “OK” on the remaining dialogue box to close it, and then try again to download the PDF that you require.

Let me know if you continue to have problems. If your PDF software keeps trying to open the document before it has finished downloading, one way round it is to use “right-click” and “Save as…” on the link for the issue, and downloading it to your PC, then opening it locally (double-click on the file icon, viewed with Windows Explorer).

Here is some further info regarding this error:

Possible Solutions:

There are two possible solutions to this issue.

First:

The problem might be due to be an overflowing temporary internet files folder. I noticed that other PDFs could be viewed in IE. The ones that could open were smaller than the PDFs that were giving the user problems.

A temporary fix is to delete all temporary internet files and restart IE. A more permanent fix is to empty the temporary files folder at each exit. You can also increase the disk space available to the temporary internet files folder.

To delete temporary internet files upon exiting IE, go to Tools Menu >> Internet Options >> Advanced Tab >> Security Section >> Check the box next to “Empty Temporary internet Files Folder when Browser is Closed”

 

 

To increase the amount of space on your hard drive that IE can use to store temporary files, go to Tools Menu >> Internet Options >> General Tab >> Browsing History section >> Click the “Settings” button >> Edit the number next to “Disk Space to Use”

 

 

Second:

A second solution that is possible is as simple as updating Adobe Reader. I know, I know – it’s too simple. However, check to make sure you have the latest version. If you do, uninstall and re-install it.

In the user’s case, it was an older version of Adobe Reader. I updated it to the latest version (Adobe Reader X point something-or-other as of the writing of this post).

Other Possibilities:

There remains two other major culprits. The first being IE itself. Some have said that using one particular version of internet explorer causes the problems. No one seems to agree which version solves the problem because it seems that any version of IE going back to version 6 has experience this issue. That leads me to believe that the problem is rooted in something fundamental to IE and/or the Windows OS in a way that IE relies upon. You might want to try uninstalling IE and re-installing it.

Lastly, make sure that you have the proper updates for your installation of Windows. Another one of the potential problems that existed in my scenario is that the client machine did not have the latest Windows updates.


Can I view the issues in my browser or should I download them to my computer.

It is always best to fully download them first to your computer before viewing. Viewing them in your browser as opposed to downloading may also cause download problems. Also make sure that if you have any pop-up blockers installed (they come as standard with most browsers) then make sure you add ALL BEAR to the exception list. pop-up blockers are one of the main reasons that at times the magazine will not download.

Also bear in mind if you choose to view in your browser and not download you will NOT be able to view the magazine after the first viewing as you will not be able to open it again due to the download limit placed on it. ALWAYS download so you can view it time and time again.


Possible Internet Explorer problems.

There is an option in your Internet options, within the advanced tab. Scroll down and look for the setting 'Do not save encrypted pages to disk'.  If the box is ticked please un-tick it. ALL BEAR is treated as an encrypted file through the store. Un-ticking this option should allow the download.

If that does not work, or the box is un-ticked to start with, then there are a couple of other troubleshooting methods you can try: 1. Start Internet Explorer with no add-on’s. Try this and see if you get the same result. If you still cannot download then try, 2. Right click on your Internet explorer icon, then on properties, then the compatibility tab and tick the box run as administrator. Click apply, then OK and try downloading now.

But bear in mind do this after the first failed attempt to download. Do not use up both of your download allocations first.


Possible Chrome problems.

Some users may have problems with downloading the magazine with Chrome. If so please try this well documented method:

  • Go to "Options" (click the wrench button on upper right)
  • Go to: Under the Hood -> Content Settings -> Plug-ins
  • Click on "Disable Individual Plug-ins...
  • Locate the Adobe Acrobat plug-in (or any other PDF viewer) and click "Disable"

If that fails here is an excellent topic and possible solutions: http://code.google.com/p/chromium/issues/detail?id=104331  It appears this is a common problem with Chrome.

 


Chrome has a built in PDF Viewer, that could also be causing a problem.
 

Disabling will allow the file to download instead of trying to open it.  


So my browser could cause download problems?

Yes it can. Some customers using Internet Explorer 9 and higher have reported that when they click on the download tab there purchase does not download successfully.

It is highly recommended that you use Firefox if possible to download your purchases. If you do use Internet Explorer and do not wish to use another browser please follow the steps laid out in 4.


Another possible fix, and often overlooked, is the clearing of your browser cache and temp files.

It has been fed back to us that a couple of readers had problems downloading, but after they cleared there browsers cache, and windows temp files, downloads worked with no problems at all. 


Is your default cache size to small?
 

In Firefox, if you on Firefox (top right), then Options… it will pull up a new window for Options. Switch to the Advanced ‘tab’ and then under that the Network tab. You’ll see a setting for Offline Storage: Use up to __ MB of space for the cache. The default size for the cache is 50 MB. When I investigated, the user was configured to only use 10 MB for cache and since the PDF was approaching this limit in size, apparently it couldn’t download the entire PDF. Adobe Reader then, with only part of a PDF file, determined that the file was damaged beyond repair.


It maybe a network hardware error.
 

Microsoft recently issued a fix for problems with downloads suddenly terminating and not completing. Applying this fix, while not harming your system, may fix the issue for you if your download is not completing. Of course before you apply this, as with any change to your system please create a restore point first.

To determine whether this problem is caused by a network hardware device that does not support TCP Window Scaling, follow these steps:

  1. Click Start Start button, click All Programs, and then click Accessories.
  2. Right-click Command Prompt, and then click Run as Administrator. User Access Control permission If you are prompted for an administrator password or for confirmation, type the password, or click Continue.
  3. At the command prompt, type the following command, and then press ENTER:
    netsh interface tcp set global autotuninglevel=disabled
  4. Close the Command Prompt window.
  5. Restart the computer.
     

It has been recently reported to us that readers who were experiencing problems with downloads on there desktop PC's had no problem at all when using there iPad to download their issue's.


If you are still experiencing problems with your download then please contact us via our online support form HERE so and we would be more than pleased to help you.

 

The ALL BEAR Store.

 
 

The magazine ALL BEAR, ALL BEAR Special Edition, ALL BEAR EXTRA, the ALL BEAR Newsletter and the ALL BEAR store are copyrighted 2009-2017, CM Publications. And are a not for profit concern.