TROUBLESHOOT/SUPPORT
Downloading error using IE11
Symptom:
When you attempt to download a file or a program in Internet Explorer 11 (IE11), the file download may fail. In that case, you may receive one of the following error messages: “This file could not be downloaded” or “This program could not be downloaded.”
Solution 1:
Install the most recent security update for Internet Explorer. To do this, go to Microsoft Update.
Solution 2:
Try using another browser such as Mozilla Firefox, Google Chrome, or Safari.
Order form error
Symptom:
When you submit an order form with a file attached, you may receive an error with the following message: “A critical error has occurred” or “An unexpected error has occurred.”
Solution 1:
To resolve this issue, review your order form to ensure you have filled out all the required fields. Required fields are red. For fields that require a numerical value, such as “Sections numbers,” Estimated enrollment“ and “Desk copy qty,” ONLY enter numbers. If the numerical value is zero, enter 0 or leave blank. In addition, make sure that the size of all your files combined totals less than 100 MB.
Solution 2:
Try using another browser to submit your form.
File downloads, but you do not see filename extension (.pdf, .docx, .tif, etc.)
Symptom:
When you download a file from your account, such as a PDF or Word Document, and the file extension (.pdf, .docx, .doc, etc) is missing or is the incorrect extension type.
Solution 1:
To resolve this issue, make sure you have the correct program to read the file you downloaded. For example, if you download a PDF file, you must have a program such as Adobe Reader to read the file. You can download Adobe Reader for free from http://get.adobe.com/reader/
Solution 2:
If you already have the program required to read the file you downloaded, but you’re not able to open the file because the extension name is either incorrect or does not appear, use the following steps if you are a PC or MAC user: If you are using Windows, right click on the file, navigate to “Open With” and choose the correct program to open the file. If you do not see your program, choose “default program” and search for the program. If you are using a Mac, right click on the file, navigate to “Open With” and choose the correct program to open the file. If you do not see your program, choose “other” and search for the program.
Solution 3:
Try using another browser to download your file. Make sure you have the latest version of your browser and have installed all updates.
Contact Us
Encounter another error that’s not addressed here? Let us know!
Call: (619) 594-7552
Email: montezuma@aztecmail.com