Troubleshooting: Download Action Failed or File Corrupted

Problem

When attempting to download a file from Zudello using actions like Download, Download approval history, or clicking links for Related Attachments:

1. The download fails to start.
2. An error message appears.
3. The download completes, but the resulting file is corrupted, empty, or cannot be opened.

Common Causes

1. Permissions Missing:
   • Downloading the original document file often requires {Module}:{Submodule}#DOWNLOAD.
   • Downloading related attachments might require SYSTEM:FILE#VIEW or similar.
   • Downloading generated PDFs (like Approval History) might require specific permissions like {Module}:{Submodule}#AUDIT_LOG.
2. File Missing/Corrupted in Storage: The underlying file associated with the document or attachment might be missing or corrupted in Zudello's file storage (e.g., S3 bucket). This can happen due to upload errors or rare system issues.
3. PDF Generation Failure: For generated PDFs (Approval History, potentially generated POs), the backend process to create the PDF might have failed due to template issues, data problems, or service errors. See PDF Generation Failures.
4. Browser Issues:
   • Browser settings or extensions (like pop-up blockers or download managers) interfering with the download process.
   • Browser cache issues.
5. Network Issues: Unstable internet connection interrupting the download.
6. Platform Issues (Rare): Temporary issues with Zudello's file serving or PDF generation services.

Troubleshooting Steps

1. Verify Permissions (Admin Task): Confirm the user has the necessary download-related permissions for the type of file they are trying to access (original document, attachment, generated PDF).
2. Retry Download: Attempt the download again. Temporary network or service glitches might resolve themselves.
3. Try Different Browser/Incognito: Attempt the download using a different web browser or an incognito/private window to rule out browser-specific issues, cache problems, or extension interference.
4. Check Browser Download Settings: Ensure the browser isn't blocking downloads or pop-ups from Zudello. Check the browser's download manager for any failed attempts or error messages.
5. Check Network Connection: Ensure a stable internet connection. Try downloading other files from different websites.
6. Check File Existence (Attachments): For Related Attachments, verify the attachment still appears listed in the sidebar. If it's missing, it may have been deleted.
7. Check PDF Generation Status (Generated PDFs): If downloading a generated PDF like Approval History fails, check if there were any errors during the generation process itself (might require checking system logs - Admin/Staff task).
8. Check Zudello Status Page: Visit status.zudello.com for any platform incidents affecting file storage or core services.

Need Help?

If downloads consistently fail for specific files or types of downloads after trying these steps, contact Zudello support. Provide:

• The Document UUID (if downloading from a specific document).
• Details of the exact download action being attempted (e.g., Download original, Download attachment name, Download approval history).
• Any error messages received.
• Confirmation of user permissions.
• If possible, details about whether other users can download the same file.