*Important - Microsoft Edge Users* Recently some users have had issues with viewing PDF's on Microsoft Edge. We are looking into fixing this issue, but in the meantime please open with free alternative Google's Chrome browser (https://www.google.com/chrome/).
I can't open this manual
When you get a “corrupt or “incomplete” or "An error occured. Failed to open a document" file error it means that the file was not fully downloaded onto your computer.
The problem is caused by either your internet speed or our servers. Below is an easy way to figure out which is the problem.
Step 1: Try and download this test manual.
Yes, I was able to download and view the test manual
Step 2: Awesome, now the final step try and download this manual.
Yes, I was able to download both the test pdf manual and test zip manual
It looks like it’s a problem on our end. Occasionally our servers don't play nicely with the internet service providers.
Step 2: Contact us and let us know you are having problems. We can usually fix the problem quickly.
No, I was not able to download and view the test pdf manual
If you were not able to view the manual above then it is most likely an issue with your internet speed. Don't worry though there are a few more things we can try out.
Step 2: If you have a working pdf viewer and you still cannot download your manual it is almost certainly due to your internet connection.
I was able to download the test pdf manual, but not the test zip manual
There is a small chance that the file you are downloading is not a “.pdf” file but rather a “.zip” file. On rare occasion we have to format a file in a “.zip” type because it is a bundle of multiple manuals.
You will know if your if your download is a zip file because the file name will end in a “.zip”. If you see that the file is a ".pdf" you don't have to worry about this step, go ahead and use the contact form here and let us know you are having an issue. Otherwise follow these steps to learn how to open the zip file:
For PC Users: Follow the directions here: https://www.wikihow.com/Unzip-a-File
For Mac Users: Follow the directions here: http://osxdaily.com/2017/11/05/how-open-zip-file-mac/
For iPhone/ iPad Users: Download this app to view the manual: https://itunes.apple.com/us/app/izip-zip-unzip-unrar-tool/id413971331?mt=8
For Android Users: Download this app to view the manual: https://play.google.com/store/apps/details?id=com.rarlab.rar
Most computers already have a PDF (Portable Document Format) viewer pre-installed. If yours doesn't don't worry you can download one for free. Below are a few popular options:
For security reasons the download url given to you when you purchased the manual will only be usable for 240 hours. If the time limit has expired on your manual and you still need to download it let us know using the contact page and we will generate a new link.
When filling out the form make sure to select the "Download Time Limit Expired" topic from the drop-down menu. We will typically email you a new link within a few hours.
We are here to help, please fill out the contact form here. The sooner you contact us the sooner we can help.