Download Troubleshooting

Help! I'm having problems with the update download system!

Here's a trouble-shooting guide for the update download system:

1. Can you get to the update page?

YES-- Continue to the next step.

NO-- To get to the download page, click here.

2. Did you receive an Email from us with Account & Password?

YES-- Continue to the next step.

NO-- If you ordered within the past 24 hours, please wait a bit. We will usually get you logged into the system by 6 PM M-F, but sometimes it takes us a bit longer to create your account. If your order is overdue, please contact us.

3. Are you able to sign on to the update system?

YES-- Continue to the next step.

NO-- Try copying the account name and password from the email message and pasting them into the sign-on fields. If that still doesn't work, please contact us.

4. Do you see a link for the correct files?

YES-- Continue to the next step.

NO-- Please contact us.

5. Are you able to complete the file download?

YES-- Continue to the next step.

NO-- Are you on an extremely slow dial-up connection? The server will time out after 60 minutes, which may possibly be insufficient if your connection speed is less than 20 kb. If that's not it, please contact us.

6. Are you able to decompress the download file?

YES-- Continue to the next step.

NO-- For Windows files, you'll need to use WinZip. For Macintosh OS 9, you'll need Stuffit or Stuffit Expander. For Macintosh OS X, users have reported many problems with Stuffit, so we now suggest using ZipIt. All these are available via free downloads.

If you have the right decompression program and get an error message, please contact us and let us know what it says.

7. Are you able to run the download file?

YES-- You're done!

NO-- Check the downloaded and decompressed Goldenseal application file. Does it have a tree icon? If not, it probably is still compressed.

If you're on Mac OS X, make sure you use ZipIt, or drag the compressed file on top of Stuffit Expander. That will give you a 'real' Goldenseal application on your hard drive.

HINT-- If you double-click on a compressed file, Mac OS X will open a window showing you the contents of the compressed file. You can't run Goldenseal when it is still uncompressed, even though you can see the tree icon. Drag it out of the compressed file window and you can use it.

Click here to return to Beginner topics.

Topics | Previous | Next | Getting Started Manual | Reference Manual | Site Map | Website