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Clients having trouble downloading photos from Phone

  • 16 November 2020
  • 7 replies
  • 42 views

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For sure on IOS devices, people are telling me and I confirmed, that the “DOWNLOAD” button for an image disappears once it’s pressed, without always going to the page to enter their email and download. 

So far every time clients have used the Digital Downloads features, it’s been troublesome. Are others using this feature without issue?

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Best answer by Megan 18 November 2020, 23:00

@Becory  I haven’t been able to duplicate this on my end, so I’m going to create a ticket for our Support team to follow up with you. Keep an eye on your email for their follow up!

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@Becory  is this happening on the Download All or on an individual image? I just tried it out on my iPhone 11  using Safari and on the Download All, it tells me they will be emailed to me (which is the expected outcome on mobile), and on the individual image, it downloaded.  Can you take a screen recording or screen shots of what’s happening? 

Thanks!

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@Becory  is this happening on the Download All or on an individual image? I just tried it out on my iPhone 11  using Safari and on the Download All, it tells me they will be emailed to me (which is the expected outcome on mobile), and on the individual image, it downloaded.  Can you take a screen recording or screen shots of what’s happening? 

Thanks!

 

Both. Twice it took me to the Enter your email page, email was entered, but then nothing downloaded. This happened for individual and ALL. I tried using Safari and chrome. Tried on two different iPhones, happened on both. I can do a screen video, let me load some random photos to not share any personal photos of clients. can i post videos here or just images?

 

Userlevel 6
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For sure on IOS devices, people are telling me and I confirmed, that the “DOWNLOAD” button for an image disappears once it’s pressed, without always going to the page to enter their email and download. 

So far every time clients have used the Digital Downloads features, it’s been troublesome. Are others using this feature without issue?

 

@Becory I would check your color scheme first. I had a problem similar to this but the issue was they could not see the PIN code text or link. The hyperlink and text was all white and if you just click Download with a PIN rule in place, nothing will happen. They should be seeing something like the image below…

 

 

As soon as I adjusted my color scheme, everything was fine.

 

Hope that helps,

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@Matt Specht I forgot about that happening with your color scheme! @Becory if what Matt suggested isn’t it, you can add video, but photos might be easier. Video has to be embedded via a link- like Loom, Vimeo, etc. For photos just click the little mountain-looking icon to the left of the paperclip in the comment formatting bar!

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I had the Black/Black theme set. I just changed it to the blue/white. Went to a photo, clicked download, and it disappeared, refreshed browser and it reappeared...then repeat. 

 

Userlevel 6
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@Becory  I haven’t been able to duplicate this on my end, so I’m going to create a ticket for our Support team to follow up with you. Keep an eye on your email for their follow up!

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I’ve also had a lot of trouble with mobile downloading, but it worked okay with safari. Support mentioned a bug in iOS and chrome.

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