[TR] 3.1 How to solve typical download problems (UNDER REVIEW)
The Lumion downloader and installer was unified into a single executable file in Lumion 12.3 so this article will be split into two sections:
1. Lumion 12.3 and newer versions:
Same as in older versions, download problems are most of the time related to overzealous security software interfering with the Installer. However, the new Installer now logs extra information (new error messages) that can help us troubleshoot issues
This is the go-to article to troubleshoot download issues:
Here's a list of all the possible error messages plus an issue tracker (staff only)
Whenever a user reports a download problem, the first step is to request the logfile.txt that is located in the same folder where the Installer is. That log will provide valuable info that can help identify what is going wrong and why the download is failing.
2. Lumion 12.0.2 and older versions:
This is what the Lumion 11-12 Download Manager looks like:
The old Download Manager:
Troubleshooting:
1. Almost all of the download problems occur because something on the users' PC is preventing the Download Manager from contacting the license server or from writing files to the hard-drive.
The culprit is usually overzealous firewall/anti-virus/security software or lack of write permissions.
An extreme case where trying all other suggestions failed is in this ticket:
https://lumion.zendesk.com/agent/tickets/28240
However, even then the solution is still covered by our main article (below).
In this case, changing the download to a different network then worked. It's a last option if nothing else works, and if you find you are not making progress with all the prior steps then you need to start the user considering and trying this final option (so long as that other network is also not restrictive, of course).
If the Download Manager does not start downloading Lumion, gets stuck, or displays an error message (for example "Access denied"), the following checklist will resolve 99.9% of all problems:
2. Error: ‘Access is denied’.
3. Error: ‘The license may be invalid or the download manager is outdated. Re-download it from the latest download e-mail.’
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Procedure: If the user already tried to download the Download Manager again and it did not resolve the problem, please ask the user to forward the ‘Getting started with Lumion’ email that their Download Manager was downloaded from and check if their License Key is valid on the Support Board page:
- If the License Key is valid (not displayed in red text), the problem is usually caused by overzealous firewall anti-virus/security software. The checklist in section 1 above will resolve this problem.
4. Local download speed issues.
- See provisional Macro standard reply: TechSupp::Installing::Download::Download Speed Very Slow::General Reply - localle and DLM article
5. Last options to consider:
6. Unusual but does happen but rare and now the DLM also checks for minimum drivers and should report such (added notes to current 2022 changes to DLM/Installer):
"I didn’t install the GPU drivers and after that it worked..."
https://lumion.zendesk.com/agent/tickets/30117
Notes:
1. Why might antivirus software prevent files from downloading:
- You need to be aware of one file, usually 1d.BIN which is a special file.
- Information and security about this file are highly confidential and internal only.
- This file sometimes causes the AV to reject it.
- This is the License Key file.
- Where all else fails we may send the user this file if it is proven that is the only file being rejected and multiple attempts with our assistance and the earlier steps have failed. You need to check with other staff before doing this. We will go through the procedures for this in later training.
2. Macros covering some situations:
TechSupp::Download::Download Speed Very Slow::General Reply - localle and DLM article
TechSupp::V11.5 Download Issue1::-1d.BIN or others are blocked and keep looping the DLM
3. Changes with the new DLM:
- Now uses RAM to store the BIN file until it is fully downloaded, then transfers to a file.
- This now avoids a number of issues in the past where antivirus software would take a dislike to files partial BIN files (BIN_PART) saved to the users' temporary folder.
- Improved interface and speed.
- As of Lumion 11, the Download Manager checks for some of the minimum requirements of the PC. If there is a massive difference between the minimum requirements of Lumion and the hardware of the PC, then the Download Manager may not run at all or get stuck at the Lumion Logo start-up screen.