What to do if a download archive will not open

A broken or incomplete download can happen if the connection was interrupted or the archive was not saved completely.

Step-by-step guide

1. Download the file again.
2. Check that the file size looks complete.
3. Try a different archive tool.
4. Try a different browser or network.
5. Contact support if the archive still cannot be opened.

Important details

• Do not rename the archive extension unless support asks you to.
• Send support the product URL and screenshot of the archive error.

When to contact support

If you still need help, contact support and include:

• your account email or username
• the page or product URL
• a screenshot
• the exact error message, if any
• your browser name and device

Please do not send your password. Support cannot see or send passwords.