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My download fails or the ZIP is incomplete

A file or folder download fails, or the ZIP archive does not finish? What to check and how to download your files another way.

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Right-click menu of Launch plan.pdf, with actions such as Get link, Share, Rename, Move to, File versions and Delete

Symptoms

  • The archive could not be built. Please try again. appears.

  • Preparing your archive... stays on screen and the download never starts.

  • The ZIP file is incomplete or cannot be opened.

Checks

  1. Check your internet connection and the free space on your computer.

  2. For a large folder, wait: for large selections, Drime prepares the archive first. Still preparing - this archive is a big one. means it is still running.

  3. Check you can download the item: with Can view access on a shared item, downloading is not allowed.

How to fix it

#The archive could not be built

Start the download again.

#The folder is very large

Download it in several parts: select a few subfolders at a time. A prepared archive stays available for 24 hours.

#The ZIP is incomplete

Download it again. If it happens again, download the subfolders separately.

Still stuck?

If a download keeps failing, contact support with the name and size of the folder and the message you see.

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