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.zip being removed when customers download via Firefox

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Thanks in advance for any insight to this problem. I have a website that sells digital downloads. When customers purchase and download the .zip files via FIREFOX, the .zip is removed from the filename. When this happens, my non-tech customers think the file is "bad" because they receive a message that the file cannot be opened. The workaround is that I walk them through adding .zip to the filename. This is both time consuming and just painful. Not to mention, comments on my forum that my files "don't work" are not helpful. This problem only occurs when using Firefox, all other browsers maintain the .zip extension.

I have opened trouble tickets with my website host (3Dcart) who has responded that the problem lies with the user and not the website.

Any suggestions would be greatly appreciated. Thanks.

Thanks in advance for any insight to this problem. I have a website that sells digital downloads. When customers purchase and download the .zip files via FIREFOX, the .zip is removed from the filename. When this happens, my non-tech customers think the file is "bad" because they receive a message that the file cannot be opened. The workaround is that I walk them through adding .zip to the filename. This is both time consuming and just painful. Not to mention, comments on my forum that my files "don't work" are not helpful. This problem only occurs when using Firefox, all other browsers maintain the .zip extension. I have opened trouble tickets with my website host (3Dcart) who has responded that the problem lies with the user and not the website. Any suggestions would be greatly appreciated. Thanks.

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Anwendung

  • User-Agent: Mozilla/5.0 (Windows NT 6.3; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/43.0.2357.124 Safari/537.36

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FredMcD
  • Top 10 Contributor
4269 Lösungen 59882 Antworten
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Can you please provide a public link so we can check it out?

Other then the extension, the files arrive intact?

Can you please provide a public link so we can check it out? Other then the extension, the files arrive intact?
FredMcD
  • Top 10 Contributor
4269 Lösungen 59882 Antworten
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Contact one of your Firefox users and ask them to try this;

Start Firefox in Safe Mode {web Link} by holding down the <Shift>
(Mac Options)
key, and then starting Firefox. Is the problem still there?

Contact one of your Firefox users and ask them to try this; Start '''[https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode Firefox in Safe Mode]''' {web Link} by holding down the '''<Shift><br> ''(Mac Options)'' ''' key, and then starting Firefox. Is the problem still there?

Fragesteller

Here is a public link to one of the files that has been reported as "bad". Again, the only problem is that the .zip is being removed upon download - the file is not really bad.

https://mega.co.nz/#!SAFFQKiT!Oi9nDvoBcjs_-8v6cqCC3lZQLm1jnhPVlFKjYcbarpMFredMcD said

Can you please provide a public link so we can check it out? Other then the extension, the files arrive intact?
Here is a public link to one of the files that has been reported as "bad". Again, the only problem is that the .zip is being removed upon download - the file is not really bad. https://mega.co.nz/#!SAFFQKiT!Oi9nDvoBcjs_-8v6cqCC3lZQLm1jnhPVlFKjYcbarpM''FredMcD [[#answer-740753|said]]'' <blockquote> Can you please provide a public link so we can check it out? Other then the extension, the files arrive intact? </blockquote>

Fragesteller

FredMcD said

Contact one of your Firefox users and ask them to try this; Start Firefox in Safe Mode {web Link} by holding down the <Shift>
(Mac Options)
key, and then starting Firefox. Is the problem still there?


I asked this of two random Firefox users and they both could not understand my request. Unfortunately, my customer base is not able to assist with troubleshooting. The other detail that I think is important is that these same customers download without a problem from my competitors websites as well as from my Etsy.com shop - without incident.

''FredMcD [[#answer-740754|said]]'' <blockquote> Contact one of your Firefox users and ask them to try this; Start '''[https://support.mozilla.org/en-US/kb/troubleshoot-firefox-issues-using-safe-mode Firefox in Safe Mode]''' {web Link} by holding down the '''<Shift><br> ''(Mac Options)'' ''' key, and then starting Firefox. Is the problem still there? </blockquote> I asked this of two random Firefox users and they both could not understand my request. Unfortunately, my customer base is not able to assist with troubleshooting. The other detail that I think is important is that these same customers download without a problem from my competitors websites as well as from my Etsy.com shop - without incident.
FredMcD
  • Top 10 Contributor
4269 Lösungen 59882 Antworten
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CLEMAIL504 said

Here is a public link to one of the files that has been reported as "bad".

Hmmmmmm. Strange. Very strange. As you can see in the clip, the file downloaded with the proper name. However, while the download was recorded in Firefox Download Manager, the entry disappeared after a few minutes.

I asked this of two random Firefox users and they both could not understand my request.

Can you ask one of them to join us in this forum? They would have to log in to post.

There are many questions to ask, and actions to try to solve this.

''CLEMAIL504 [[#answer-743440|said]]'' <blockquote> Here is a public link to one of the files that has been reported as "bad". </blockquote> Hmmmmmm. Strange. Very strange. As you can see in the clip, the file downloaded with the proper name. '''However,''' while the download was recorded in Firefox Download Manager, the entry disappeared after a few minutes. <blockquote> I asked this of two random Firefox users and they both could not understand my request. </blockquote> Can you ask one of them to join us in this forum? They would have to log in to post. There are many questions to ask, and actions to try to solve this.
jscher2000
  • Top 10 Contributor
8792 Lösungen 71910 Antworten
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Works for me. For what it's worth, I have Windows set to show ALL file extensions and I have the .zip extension associated with a program rather than handled by Windows as a compressed folder.

I do not have the Mega add-on. Do you know whether that might be a factor?

Works for me. For what it's worth, I have Windows set to show ALL file extensions and I have the .zip extension associated with a program rather than handled by Windows as a compressed folder. I do not have the Mega add-on. Do you know whether that might be a factor?
FredMcD
  • Top 10 Contributor
4269 Lösungen 59882 Antworten
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I just had a thought.

Note: You may have to enable Show Hidden Folders / Files. as well as turn off Hide Extensions Known File Types.

I just had a thought. '''Note:''' You may have to enable '''Show Hidden Folders / Files.''' as well as turn off '''Hide Extensions Known File Types.'''