Help, member can't download video
 

I opened my first paysite this month and things are going okay but now I have to do customer support on top of everything else.
I have a member that can't save my videos to his hard drive. At first he was being blocked from seeing everything by his Norton Firewall. He says he's disabled it. Now he can see the pics at least.
Question: What are the most common reasons members can't download and save video.
This guy is the only one with the problem, he's in GB if that matters.
Thanks in advance for all your help.

The most common error is Error 40 - Thats the error caused by something 40 cm away from the screen.

The next most common error is MMI error.
Man/Machine Interface...
:D

Hi Vink,

How about a bit more info...How's he trying to save them (right click, save as)? What happens when he tries to save them?

The Norton thingy sounds like you're using .htaccess to protect against hotlinking and he has Norton set to clear the reffer info.

Regards,
SF

Edit: That's refer not reffer...:)

He's using IE 6 SP2.
When he right clicks the video link and chooses "save target as" the "save as" box just never comes up.

Hmm...I'm kinda thinking it just might have something to do with Norton, not the firewall but the privacy control.

If he's using Norton Internet Security, have him open it and select Privacy Control, then click on the "Turn Off" tab at the bottom right. Then have him try and download a video. If that works it's an easy fix.

That assumes of course that you are using .htaccess to protect your movie files?

Regards,
SF

Check

Internet Options
Content Tab
Conetent Advisor (disable)

His browser setting may not allow him to down load anything to his computer.

BTW - Welcome to the world of supporting members. I love them for paying my bills and most of them are very cool but the ones that get the most angry are the ones that cause themselves the most problems.

Good luck.

Thanks guys. He tells me he has all his Norton turned off and he still can't download the video and he gets some blank pages.

My comments above aren't for Norton they're for Internet Explorer. Sorry for not making that clear :(

I had him disable all of his norton stuff and check his IE settings and he still can't download the movies. Funny thing is I don't see his user name in my server logs. To me it sounds like he doesn't really have his privacy software off, that's why I don't see him in the logs. What do you think?

Hey Vink,

Just curious, can he view video clips at other sites? Is it just your site he has this problem with?

Regards,
SF

He's telling me just my site. I already gave him a refund. That sucked.

Dude, if its any consolation we went through the same process with a guy that we think was trying to scam us. We had all the same conversations and eventually we came to the conclusion he was wanting us to turn the security off (worked that out after we got the same words from another name/email). It also coincided with a particularly hefty brute force attack. Too many coincidences and needless to say he got his money back too.

We had all the same possible diagnoses with Norton etc and in the end we just think he was trying it on.

Dont worry yourself with it, its going to happen and you just have to chalk it up to experience.

Thanks for letting me know about you experience. I don't know if my guy was a scamer or not.
I see some people are having problems with a microsoft patch. But I don't think it would have effected my site.
http://xbiz.com/news_piece.php?id=11103

Could be many different things, even a damaged windows installation. Another likely candidate is something like peerguardian (popular with P2P fileshares it blocks certain ips which can possibly be one of yours) running.

On thing I ran into with firefox (not your problem but related) is that when clicking on the movies the users get garbage but when choosing save as, all is okay. I found the problem was with mime type associations on my server.