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CAMEO: Troubleshooting File Download Problems

If you're having trouble downloading a software file from our website, check this list for the symptoms you're experiencing, suggested causes, and solutions (if it's a PDF file, rather than software, that you can't view or download, check our PDF Page):

If you can't establish a connection at all or cannot even start a download...

First, your IP address (the Internet address of your computer) may not resolve to a host name (that is, to other computers, it may look like a string of numbers instead of words), or your host name may not resolve back to your IP address. The security protections on some servers may prevent you from making a connection unless your address resolves. Most Internet Service Providers (ISPs) ensure that their customers' addresses resolve, but some ISPs may not. Check with your ISP to find out whether your address resolves. If it does not, and if your ISP cannot fix this problem for you, you may need to use a different Internet connection to download software from us.

If you downloaded a file, but it doesn't install and run correctly...

First, check to be sure that you have downloaded the correct installer for your operating system. For example, if you are using Microsoft Windows, check that you have downloaded an installer for Windows, not Macintosh.

Second, the file may have been corrupted during the download. First, try re-downloading it. Before you do so,

be sure that your browser is not set to automatically disconnect after a certain number of minutes of inactivity (in Internet Explorer, under Connection Settings, be sure that "Disconnect if idle for __ minutes" is unchecked.)
consider disabling your screen saver, to ensure that it does not interfere with the download.

If this doesn't work, check your Windows 95/98 system for the CIH virus, which attacks installers during decompression (you can download a free CIH virus checker from Symantec Corporation). Make sure that your virus definitions file contains this virus.

If you see the message, "Corrupt cabinet file," while you're downloading a file...

If you're using web filtering software, uninstall it, then try the download again. If you just can't download the file using your browser, try using an FTP utility instead.

If you see the message, "Corrupt cabinet file," while you're running a downloaded file...

This message is sometimes a sign of an incomplete or corrupted file download. Re-download the software and try again. If this doesn't work, check your Windows 95/98 system for the CIH virus, which attacks installers during decompression (you can download a free CIH virus checker

from Symantec Corporation). Make sure that your virus definitions file contains this virus.

If you've tried the remedies we've suggested and nothing works...

Try clearing your cached web pages:

In Internet Explorer, select View/Internet Options, then, under "Temporary Internet Files", click "Delete Files,"
In Netscape, select Edit/Preferences, then, under the "Advanced" category, select "Cache". Then click "Clear Memory Cache" and/or "Clear Disk Cache."

Finally, if nothing works, there may be an unresolvable conflict between your system and our server software. If possible, download the file through another Internet connection.