Troubleshooting
Common problems, in the order they usually turn out to be caused.
An order did not produce a download
Check, in this order:
- Is the order paid? Downloads are created when Shopify reports payment. An unpaid or pending order has nothing yet.
- Is a file attached to that product? Open Products and look. An assignment narrowed to one variant will not fire for a different variant.
- Is it being held rather than missing? If the store or that assignment is set to release on fulfilment or by hand, the download exists and is waiting. It is listed against the order on the Orders page, marked as awaiting fulfilment, awaiting manual release, or scheduled.
- Did the order predate the assignment? Attachments are not retroactive. Use the back-catalogue import, or Grant downloads on that order by hand.
- Was the order placed while the app was uninstalled? Nothing was recorded then. Grant those downloads by hand.
A link stopped working
- Revoked. The buyer is told the download was withdrawn. Check whether the order was refunded.
- Limit reached. Raise the limit on that one download rather than changing store policy.
- Expired. The link outlived its expiry window. Grant a new download on the order.
- File deleted. A deleted file refuses with a real message rather than a broken page. Deleting a file also detaches it from your products, so nothing new will be granted for it either.
An upload will not finish
An upload is not counted until the app has confirmed the object exists in storage and checked its size. A stuck upload means the browser lost the connection part way through and the claim that it finished was never accepted.
Re-upload it. The incomplete attempt is not what buyers receive: the file keeps serving its previous version until a new one is fully confirmed, and a failed version can be removed from the file’s version history.
If the upload is refused before it starts, it is a size or a storage problem. A single file can be up to 5 GB, or up to your plan’s whole allowance if that is smaller, and on the free plan an upload that would take you over the allowance is refused. See plans and storage.
An email did not arrive
Every send is logged against the order, so start there: the log says which address it went to and whether the sending provider accepted it. The rest is on the Emails page.
One thing that looks like a delivery failure and is not: if you chose Download link added to the order confirmation email under Settings, then File delivery, the app is not sending a separate email on purpose. Check that the snippet is actually pasted into your Shopify order confirmation template.
A download is flagged
A flag means one buyer’s download has been collected from more distinct addresses than the threshold allows. It is a signal, not a verdict, and nothing is blocked by it. See shared link flags.
A buyer cannot find their link
- Use Resend on the Orders page. It can carry a note explaining what happened.
- Point them at the Downloads page in their customer account, if you have added it. That needs no email at all.
- Any one of a buyer’s links opens the page listing every file on that order, so an old email for one file still gets them to the rest.
Something else
Write to support@rangerdownloads.com with the order number, or use the feedback bubble inside the app. Either is enough to find everything else.