Issues Downloading Affinity

[Marla]

Hi

I purchased it promptly yesterday and immediately had issues downloading it. Called serif for help and they pointed me in this direction.  I have downloaded the software, or so it seems on my laptop however when I click on the shortcut it will not open, instead it brings me to this forum. Most software programmes give you the option to run this one needs to be saved. But when you do it does not then allow to open and register - it simply opens up this page.

Anyone else having major issues.

Look forward to an immediate resolution

Cheers M

[MattP]

Hi Marla,

 

Sorry about the problems you're having - it doesn't sound like you're having the same experience you should be getting... Could you tell me what the file is called that it has downloaded and how big it is? (just to see if you've got the full, complete download or if it's corrupted somehow)

 

Thanks,

Matt

[Marla]

Hello

I had been using the Affinity Designer and when it was available to purchase did so immediately off course when the first attempt at downloading it did not work I thought that was perhaps because I still had the public free version on my laptop. So I uninstall the free version. I attempted to redownload it and still no luck. It asks me what file I want to open it in and cannot locate one for affinity1.5.0

[Marla]

PS: Matt the file size that has downloaded is 253mb but when looking at its properties says 'opens in unkown application' hence its trying to look for a file to open in and cant find affinity anywhere on my laptop as it seems the download its not happening properly however when downloading it seems to happen correctly but it does not allow me to end up registering the product key etc

[JoSadler]

Hi

I am unhappily having problems with the download too.  I've tried twice, directly from the order confirmation and then from the downloads section on my account. The file downloads as expected. Att'd images show what I've got in my downloads folder and what happens when I try and install.  Please advise.

 

Also I was going to purchase the Affinity Workbook but I'm not sure what the price is.  The email says I should get a discount of 20% but how?

[MattP]

This may sound strange, but try adding a '.exe' to the end of that file name and see if it now works correctly. I have no explanation at the moment for why on Earth it would've downloaded without a '.exe' file extension? Perhaps an antivirus software problem?

 

The Affinity Workbook's discounted price is £29.99 to the best of my knowledge, so if you're seeing that price then that's the discounted price :)

 

Thanks,

Matt

[Marla]

Matt,

I have the exact problem as Jo above with the same message. I have NO virus issues. I have and always have run McAfee Total Protection on my laptop and as a precaution I run a scan every day. So I know the error is NOT on my side. As an excellent customer of Serif, I spoke to a manager by the name of Alan Butler when I was infuriated at the lack of support by Serif and he assured me I would find support on this forum , but that does not seem to be the case. He assured me that you guys were the "experts". How fooled was I to think so.

[MEB]

Hi Maria,

Welcome to Affinity Forums :)

If you follow MattP's advice you should be able to install the application without issues.

 

Here's step by step instructions on how to do it:

1. Select the file you just downloaded

2. Press F2 on your keyboard (this will allow you to rename the file)

3. Press End on your keyboard (to go to the end of the filename)

4. Type the following without the quotation marks ".exe"

5. Press 'Enter' on your keyboard to accept the changes

6. Click 'Yes' when it asks if you want to change the filename extension

7. You should now be able to double click and run the installer.

 

Let us know if you still have trouble installing it.

[MattP]

Matt,

I have the exact problem as Jo above with the same message. I have NO virus issues. I have and always have run McAfee Total Protection on my laptop and as a precaution I run a scan every day. So I know the error is NOT on my side. As an excellent customer of Serif, I spoke to a manager by the name of Alan Butler when I was infuriated at the lack of support by Serif and he assured me I would find support on this forum , but that does not seem to be the case. He assured me that you guys were the "experts". How fooled was I to think so.

Hi Marla,

 

I did not suggest you had a problem with a virus, I suggested that maybe you had a problem with some antivirus software (i.e. it was interfering in some way with the usual operation of the system). Perhaps this is the case. I do not have antivirus on my system and had no issues.

 

As above, I did suggest what to do to fix the problem, and I hope you'll find that it does work - if not then please by all means let us know and we'll try to get it sorted. I had assumed that a lack of response had meant that you had now been able to install correctly, not that you were still having problems.

 

Thanks again,

Matt

[Patrick Connor]

Maria,

We have fixed the download service and if you re-download the software it will have the correct type and will install. This Internet explorer error has only affected a few customers since we launched on the 17th October, and we didn't know it existed as the beta download link was slightly different.

 

 Sorry that you were affected and if you want to get another download now it will work, otherwise MEB's work around will also fix this on the file you already have.