This page will help you troubleshoot common problems you may encounter while using our web site.

• Downloading Files
• Login
• Navigation
• Shopping Cart
• Need a zip program?

Downloading Files

Most files on our site are downloaded from Franklin's Download   page which displays a single link to a file on our http server in addition to an alternate link to the same file on our ftp server.

If the page says that the link points to a temporary file, then you have a limited time in which to begin downloading the file before it is removed. These files are not removed while your download is in progress, and if you fail to begin the download in time, just go back to the previous page and click on the referring link again.

If you are having trouble downloading files, you may benefit from using a smart Download Manager that can retry a file when traffic is busy and restart an incomplete download without having to get the whole file again. Some companies like Go!Zilla and Netscape have free download manager programs.

• No file or blank page
• Error message instead of file
• Slow or incomplete download

No file or blank page

If you have trouble downloading a file from
Franklin's Download   page with Microsoft Internet Explorer please try right clicking on the link, and choose "Save Target As ..." from the drop down menu.

This can be accomplished in a simliar manner with other browsers.

Error message instead of file

If you are getting an error message   when trying to download a file from
Franklin's Download   page , it may be due to heavy traffic on our web server.

Please go back to the previous page and try again.

Slow or incomplete download

Sometimes this is the result of busy internet traffic, in which case you can always try again during off peak hours.

If this is not the case, then you may be experiencing a technical problem that only your Internet Service Provider (ISP) can help you with.

One such incident that made a download fail after 6 hours using a cable modem was traced to a DHCP configuration containing an old router address.

If you are technically inclined, you can run the traceroute command line diagnostic tool to help diagnose this problem. The IP address for Franklin's download server download.franklin.com should be download.franklin.com

   Example using PC command line:

   C:> tracert download.franklin.com
   

Login

If you are trying to login or to create a Franklin account and get an error message that says someone with the same email address already has that account, then it is very likely that the someone is you.

You may have just created the account, and are accidentally doing it again, or you may have created the account in the past and forgotten about it.

You can verify that you are the account holder by having the web site email you your password

If you are trying to log in with your email addrress and password and the login page simply refreshes without displaying any error messages it means that you don't have cookies enabled in your browser.

Session cookies must be enabled in order to be able to access your account and many other features of this web site. Please refer to your browser documentation for specific details on how this can be done.

Navigation

Error message "Internet Explorer cannot open the Internet site"

If you are running Internet Explorer 4.x or 5.0, you may need to take additional steps to use our site.

Please click on the link below as a test. It should display a page with the word "SUCCESS".

• Click Me to Test!

If this does not happen, then your browser has a problem with redirection. You can get information on this issue at Microsoft Support .

If you are having difficulties accessing our site, you may be able to work around this problem by changing a setting in your browser so that you do not use a proxy server to access the Internet. (Note: Some ISPs will not allow you to make this change.) In Internet Explorer, go to the "View" or "Tools" menu, click on "Internet Options", then click on "Connection". You should see a checked box next to "Access the Internet using a Proxy Server". Uncheck this box, click on "Apply", then click on "OK".

If your ISP does not allow you to make this change, then the preferred solution is to download the latest version of Internet Explorer from Microsoft.

If you are using Internet Explorer version 4.0, you also have the option of installing the Internet Explorer 4.01 service pack 2 .  Please note that the service pack is approximately 8.5 MB to download.

Shopping Cart

Error when clicking "Proceed to Checkout" during purchase

If you are using Internet Explorer 4.0, you may get the message "An error occurred in the secure channel support" when you click "Proceed to Checkout" from your Shopping Cart.

The preferred solution is to download the latest version of Internet Explorer from Microsoft.

If you are using Internet Explorer version 4.0, you also have the option of installing the Internet Explorer 4.01 service pack 2 .  Please note that the service pack is approximately 8.5 MB to download.

Need a zip program?

Zip files contain a set of other files which have been compressed so they will download faster. You need to extract the original files from the zip file in order to read them.

You can open zip files with Winzip for Windows® or StuffIt Expander for Macintosh.