Stalled Download

There are various reasons that can prevent a download to complete.

   Capacity

  • Check your computer and make sure that you have enough space to download the file on your hard drive.

   Browser

  • Always keep your Browsers up to date, or try another browser such as Google Chrome, Safari, or Mozilla Firefox.

   Internet

  • Try using an ethernet internet connection - WiFi can be problematic for large downloads such as HD video files.
  • If you continue to experience issues, do a speedtest to check your download speed. If it looks low, consider downloading the file from another location with a better internet connection, such as a closed, password-protected network.

   Network Firewall

  • If your speed is fine and the file is still not downloading, please check with your network administrator to make sure that you are able to download large files. With some security settings this is at times blocked.

   Security Setting

  • If you are seeing a spinning Pond5 logo, please reach out to us at support@pond5.com to receive immediate assistance.

 

Still need help? Contact us!

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9 comments

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    This comment is from January 2016 and I am having the same problem - a pain in the neck...
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    There are countless possible causes for slow download speeds, but you can always contact for help troubleshooting the problem.
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    My file is seeming to take forever to download. Is there anything you can do to send me the file instead? It's only an 18 second audio loop so it shouldn't be taking long, and my internet speed is fine on my side.

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    The download button won't progress past this window. Please email me my file, I need it ASAP.

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    Downloads times out after 1 minute of downloading. I have to pause and restart it over and over to get it to keep loading. I download large files all the time and this is the only site that I have this issue with. It's VERY frustrating. Everything is fine on my side, I just need you all to get a faster server. Is there a way you can send me a download link instead? This is getting ridiculous. 

  • Avatar

    Hi Stephanie, 

    We have tested the download on our end and it is working as normal, so I am sending you over your two recently purchased files via wetransfer. I would recommend clearing your cookies and cache, and ensuring you are using Chrome or Firefox, as these browsers work best on our site. Hopefully this will help speed up the download process. 

    Ben, I see that we have taken care of you directly via email. Please reach out to support@pond5.com if you continue experiencing problems.

  • Avatar

    I have the same problem, download stalls at 1 min. Everything checks out. I purchase the long version. I ONLY NEED THE SHORT VERSION. https://www.pond5.com/stock-music/43102276/touch-inspiration-60-secs-version.html

    CAN YOU SWITCH IT? I really need this to finish a video production.

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    hi just buy one music track from your website,and payed already,tried 2 hours to download but still can not,pls send this music to us by email,music ID is:75089170  my email address is marie@cedricm.com, please send this ASAP!!!!

  • Avatar

    @sfqawy - I don't see any account registered under that email address - please reach out to us at support@pond5.com with your username. 

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