If you’re having trouble downloading files, the cause may be related to your project permissions, browser, or network. This article outlines the most common symptoms, how to fix them, and when to escalate to your project administrator or Support.
Start with the Troubleshooting tab
Before diving into specific checks, run the built-in diagnostic:
Go to Help (top-right of your project).
Open the Troubleshooting tab.
Run a diagnostic check.
The diagnostic may highlight problems with your connection, browser cache, or file downloads. If issues are detected, you’ll see them listed in red with options to:
Clear cache to fix browser-related errors.
Copy error details to share with your IT team or Ideals Support.
If no problems are found, follow the steps below.
Quick guide: common download issues
Issue | Solution |
Download option missing | Check permissions with your project administrator. You may only have “View only” rights. |
Can’t download certain files | Some settings (e.g., Fence View) allow viewing only. Confirm permissions and login details. |
Download fails midway | Check internet stability, retry off-peak, switch browser. |
File downloaded but won’t open | Ensure correct software, re-download if corrupted, install FileOpen plugin for encrypted PDFs. |
Long file path error | Shorten paths, move folders closer to root, or use tools like 7-Zip. |
Didn’t receive download notification email | Check spam, allowlist domains/IP, try resubmitting request. |
Slow downloads | Test internet speed, try another network/browser, disable VPN. |
1. Download option missing
Symptoms
No “Download” button in the file menu.
Can’t download in bulk.
Files are view-only.
Solutions
Confirm your role and document rights with the project administrator.
For bulk downloads, you need download rights to all selected files.
Admins: check project settings and permissions for the affected user.
If still blocked, test another file type to rule out conversion errors.
Run the Troubleshooting tab diagnostic:
Clear cookies/cache for
idealsvdr.com.Try incognito/private mode.
Switch to another browser (see system requirements).
Test on a different device or non-corporate network.
2. Can’t download certain files
Symptoms
Some files can be viewed but not downloaded.
Fence View is enabled.
Logged in but download restricted.
Solutions
Confirm you are logging in with the correct project email.
Ask the administrator if Fence View or similar restrictions are applied.
If downloading encrypted files:
Use Adobe Reader with the FileOpen plugin.
Login = your email.
Password = yourpassword#SMScode (e.g.,
mypassword#123456).
3. Download starts but fails halfway
Symptoms
Download pauses or stops before finishing.
Large archive downloads fail.
Solutions
Test your connection at speedtest.net or fast.com.
Download speed should match your ISP plan.
Ping < 50 ms is recommended.
Retry during off-peak hours.
Run the Troubleshooting tab diagnostic.
Switch browsers or update to the latest version.
Disable VPN or proxy temporarily.
Test another device or network.
4. File downloaded but won’t open
Symptoms
File appears in Downloads but won’t open.
Archive reports “invalid” or “corrupted.”
Solutions
Make sure you have the correct program installed (e.g., Adobe Reader for PDFs).
Delete the file and download again.
For encrypted PDFs:
Use Adobe Reader + FileOpen plugin.
Login = your email.
Password = yourpassword#SMScode.
If extraction fails, use 7-Zip, NanaZip, or WinRAR.
5. Long file path error
Symptoms
Windows shows error:
Windows cannot open the folder. The compressed (zipped) folder {path} is invalid.
Solutions
Windows limits file paths to 260 characters.
Fixes:
Shorten folder/file names.
Move downloads closer to root directory (e.g.,
C:\Downloads).Use extraction tools that support long paths (7-Zip, NanaZip, WinRAR).
See Long document paths for details.
6. Didn’t receive download notification email
Symptoms
You requested a bulk archive but didn’t get the notification email.
Solutions
Check spam/junk folder.
Ask IT to allowlist:
@idealsvdr.com@mandrill.idealsvdr.com@mailer.idealsvdr.comIP:
198.2.186.123
Resubmit the download request.
If expired (for example with our downloadable archives, these are only available for 3 days), ask your administrator to generate a new archive.
7. Slow downloads
Symptoms
Downloads are significantly slower than expected.
Solutions
Confirm stable connection using speedtest.net.
Run the Troubleshooting tab diagnostic.
Switch to another browser.
Try again during off-peak hours.
Disable VPN, firewall, or antivirus temporarily.
Test on another device or network.
Still having trouble?
If these steps don’t resolve the issue:
Run the Troubleshooting tab diagnostic again.
Share error messages or logs with your IT team or contact our Support team
Frequently asked questions about downloading from the VDR
Our first recommendation is always to try the Troubleshooting tab, this feature allows you to resolve the issue yourself. It's fast and very easy to use.
Why can't I download certain files in the VDR?
Answer: Some files may have restricted permissions set by the project administrator. If you can't download a file, it's likely that download access has been disabled for that file or folder. Please reach out to your administrator to check or update your permissions. Additionally, ensure you have the necessary permission levels like 'Fence' for viewing and 'Encrypted' for downloading files. Account mismatch issues, such as using an email address not linked to the data room, can also lead to accessibility problems.
My download starts but fails halfway. What should I do?
Answer: A few things could cause download interruptions:
Network stability: Ensure you have a stable internet connection.
File size: Large files may require more time and a reliable connection. Try connecting to a more stable network or downloading during off-peak hours.
Browser compatibility: Ensure you're using a supported browser and that it's updated to the latest version.
If the issue persists, try using another browser.
The file downloaded, but I can't open it
Answer: This issue could stem from one of the following:
File format: Make sure you have the appropriate software to open the file format (for example, PDF reader for PDF files).
File corruption: Sometimes, interruptions during downloading can corrupt a file. Delete the file and try downloading it again.
Permissions issue: If the file is encrypted, ensure you have the necessary permissions to open it. Contact the project administrator if you need access.- Password format: For encrypted files, ensure that the password follows the specific format:
password#SMScode(e.g.,password#123456).Required software: For encrypted PDFs, install the latest Adobe Reader and the FileOpen Plugin from plugin.fileopen.com. Use your email as the username and the formatted password to open the file.
I keep seeing a "Long file path" error when downloading. What does this mean?
Answer:This error often occurs when the full path of a file (including all folders) exceeds the character limit on Windows. To resolve this:
Shorten folder names: Try renaming or moving the file to a location closer to the root directory, such as
C:\Downloads.
I didn't receive a notification for my download request. What should I do?
Answer: Download notifications may be delayed or blocked by email filters. To troubleshoot:
Check spam or junk folder: Your download notification might have been filtered as spam.
Update notification settings: Ensure your email address is set up to receive VDR notifications.
Retry the download: If you still don't receive a notification, try submitting the download request again, or contact support if the issue continues.
Why is my download speed slow?
Answer: Download speeds depend on various factors, such as file size, network bandwidth, and traffic on the VDR. For optimal speeds:
Check internet connection: Use the troubleshooting tab to ensure your internet connection is stable and not experiencing bandwidth limits.
Switch browsers: Sometimes, switching to a different browser may improve speed.
Try during off-peak hours: If possible, try downloading during times of lower demand.