Troubleshooting
Problem
Download help - table of contents Click the link that best describes the download problem you are experiencing: My download was interrupted The file downloads very slowly The file will not start downloading I can not view Adobe Acrobat
Resolving The Problem
Download help - table of contents
Click the link that best describes the download problem you are experiencing:
- My download was interrupted
- The file downloads very slowly
- The file will not start downloading
- I cannot view Adobe Acrobat (.pdf) documents online
- I need more detailed instructions on how to download and extract files
- The file does not extract/install properly
- The installed file is the wrong version
- The page will not appear
My download was interrupted
The following strategies will help you resume interrupted downloads or avoid them altogether.
Use a download manager
Software programs called "download managers" let you resume interrupted or failed downloads. Most programs let you pause and resume downloads at your convenience. Although IBM does not endorse any third-party download managers, some popular ones are GoZilla (http://www.gozilla.com), GetRight (http://www.getright.com/), Netzip (http://www.netzip.com), and SmartDownload (http://www.netscape.com).
Use a file transfer protocol (FTP) program
FTP programs let you connect directly to our FTP server. Although IBM does not endorse any third-party FTP programs, some popular ones are CuteFTP (http://www.cuteftp.com/) and FTP Explorer (http://www.ftpx.com/).
Use a quicker connection
If you have access to one, use a quicker connection (DSL, cable modem, LAN) instead of a modem connection to allow for quicker downloads and to reduce the number of interrupted ones.
Increase the modem time-out value
If you are using a modem, increase the modem time-out value. (The modem time-out value is the amount of time your modem waits when a download is temporarily interrupted before it breaks the connection completely.)
- Click Start, click Settings, then click Control Panel. The Control panel window appears.
- Double-click the Internet Options icon.
- Click the Connection tab, then click the Settings... button. The Dial-Up Settings dialog box appears.
- Increase the value in the Disconnect If Idle For field to 10 minutes or more.
The file downloads very slowly
Unfortunately, file download times depend on your connection speed and on Internet traffic and, as a result, are usually outside of your control. If you are using a modem and have access to a quicker technology, such as DSL or a cable modem, try using that instead. Otherwise, try to download files when traffic is at its lightest.
Internet traffic is at its heaviest between 15:00 and 17:00 (3:00PM and 5:00PM) Eastern Standard Time (EST) and between 19:00 and 23:00 (7:00PM and 11:00PM) EST. These times translate to between 20:00 and 22:00 Greenwich Mean Time (GMT) and between 00:00 and 04:00 GMT.
Estimated download times by file size and connection type
| File size | 56.6 Kbps modem connection | T1 direct Internet connection |
|---|---|---|
| 500 KB | 4 minutes | <1 minute |
| 1 MB | 7 minutes | <1 minute |
| 5 MB | 37 minutes | <1 minute |
| 20 MB | 150 minutes | 2 minutes |
| 50 MB | 370 minutes | 4 minutes |
| 100 MB | 740 minutes | 9 minutes |
The file will not start downloading
One of the following problems is probably preventing you from downloading files from our site.
Our FTP server is at full capacity
Our file transfer protocol (FTP) server may have temporarily reached full capacity or may be experiencing a temporary problem. FTP servers only support a limited number of download connections. When an FTP server has reached its maximum number of download connections, new downloads cannot start. Unfortunately, the only solution is for you to try again later or to try during off-peak hours (see the File downloads very slowly section for a list of times to avoid).
You are behind a firewall
You are at the office and are behind a firewall (a special software program that prevents unauthorized access to your local network). This firewall may prevent you from downloading files from our FTP server. Contact your network administrator and make sure that you can download files through your firewall and that you have the correct browser and network settings.You can also try using one of the other protocols available to download your files such as http:
I can not view Adobe Acrobat (PDF) documents online
Make sure you have Adobe Acrobat Reader installed on your system: 
Attention:
- Some PDF files are updated often. When you download a PDF file to your hard disk drive, you risk missing the most current information if you rely on that PDF file after the online one has been updated. Check to make sure you have the most recent version of the PDF file.
- PDF files can be very large. Make sure you have room on your hard disk drive.
Downloading PDF files
If you click the link to the PDF file and it does not open automatically, follow these steps:
- Right-click the link to the PDF file. A menu appears.
|
Netscape Navigator menu |
- Click Save target as. A dialog box appears that allows to you select the location on your computer where you would like to save the PDF file. On some browsers, the text of the menu selection may be Save link as instead of "Save target as".
Note: Be sure to remember the location where you saved your file so you can find it later! - Save the PDF file to your computer.
- Right-click the Start menu and click Explore on the menu that appears. Windows Explorer appears.
Note: This step will vary depending on which operating system you are using. - Navigate to the directory where you saved the PDF file and double-click the file. Acrobat Reader will open and display the contents of the PDF file.
The file does not extract/install properly
If the file you downloaded does not appear to be working properly, delete the downloaded file and download it again. To ensure the file downloaded without errors, verify that the size of the file downloaded matches the size of the file on the Web site.
The installed file is the wrong version
If the file that you downloaded is an olderversion than the version number stated on the Web site, you may need to clear your Web browser's cache or temporary folder. Then, delete the downloaded file and download it again, verifying the directory you are downloading to. If the file that you download still shows an older version, the publishing process may not have had time to complete. Please wait a few hours and try again.
The page will not appear
If you are having problems getting the page to appear, clear your Web browser's cache or temporary folder and then restart your Web browser.
Document Location
Worldwide
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Document Information
Modified date:
23 January 2019
UID
ibm1MIGR-60371