Support Center

I'm having trouble downloading. What can I do?

Last Updated: Jun 07, 2019 12:53PM CDT
1.  There may be a problem with your network connection. Make sure that your computer is still connected to the Internet.  Wireless connections have a minor latency that can cause corruption during transfers. Try connecting directly to your modem or router via a network cable and then restart the download.  (Be sure to disable your wi-fi connection as you want to be sure you are using your wired connection).

2.  Active firewalls, antivirus and anti-spyware programs can interfere with downloads. Try turning off any security programs that you have on your computer.
Note: Disabling antivirus/anti-spyware software while connected to the Internet or to a local network can create security risks, and may leave your computer vulnerable to attacks. Turn this software back on as soon as possible once you have completed your purchase or download.

3.  Try a new or alternative browser, such as Chrome, in Incognito Mode.  Once you open the Chrome browser, to the right of the search bar, you will find 3 stacked bars.  Click this and choose “New Incognito Window.”  Then copy/paste the complete download link and click enter.  The incognito window eliminates settings and cookies, so in essence you are starting off with a clean slate. 
OR Use the following Shortcut: (PC) Ctrl + Shift + n    (Mac)   + Shift + n.

Having Issues with your Office download AFTER installing? See this support article for troubleshooting: 

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