[SR] Download Manager stuck at over 100%

1. Question:

1.1: A user's Download Manager is stuck at over 100%.

2. Standard Reply:

2.1: Answer:

Hello

Thanks for contacting us.

I'm sorry to hear that you're having trouble downloading the Lumion installation files.

To resolve the download problem, please follow the instructions in the article below:

Knowledge Base: Why is the Download Manager not working?

Let us know how you get on.

2.2: Follow-up:

(In case the customer is still struggling to download Lumion, direct them to do the following:)

Thanks for the update, and sorry to see that the download has still not been able to complete.

The problem is that antivirus software on your system is removing some of the installation files after the Download Manager has completed its verification process and saved them to the folder where it is located. Then when it rechecks files, they are now missing and it has to re-download them. The file count then starts to exceed 100 percent.

Please do the following:

1. Close the Download Manager if it is still open.
2. Create a folder on the Desktop. Call it Lumion_Download.
3. Move the Download Manager and all '.BIN' files to that folder.
4. Add an exclusion in all antivirus software (note that Windows Defender Antivirus is different from Windows Defender Firewall) on your PC for the following:

4.1: The Download Manager file.
4.2: The newly created folder: Lumion_Download.

5. Confirm that you have done all other steps in our article:

Knowledge Base: Why is the Download Manager not working?

6. Select the Download Manager file, right-click, and select 'Run as Administrator'.

Let us know if those extra steps now allow the download to proceed through to completion so that the Lumion can be installed.

3. Cause/Background information:

3.1: Reference: Zendesk Support Request and Zendesk Support Request

3.2: The Knowledge Base article will almost always resolve things. The manual steps work 100% of the time(at least for all other cases).

4. See also:

Internal Knowledge Base: [SR] Error: '0x01 - Critical installation file is missing'
Knowledge Base: Why is the Download Manager not working?

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ARTICLE SUPPORT (from transfer to HubSpot):

1. Tables:

Tables were not able to be imported via HubSpot Importer. Any Tables in this article are now based on a DIV Conversion. Same is also the case for the transfer of articles with tables in the EKB.

You can add new (basic) Tables in the HubSpot Editor directly.

If the layout does not work, then you can copy/paste or recreate the old Table from ZD. Where possible the Table has also been copy/pasted from the source page (see link below in 3.). Instructions, see this article: Copying an old Zendesk Table over to HubSpot

2. Finding the reference to the old Zendesk Ticket in HubSpot:

Use this Support article: Finding the reference to the old Zendesk Ticket in HubSpot

and for ZD ticket Search in HubSpot following step 1 in above article:

3. Source Zendesk article:

A source and backup copy was made of all articles 9 June 2025.

The saved HTML files and images are in subfolders of: HTML files and images subfolders.

4: Quick Link to Zendesk IKB article:

(not available when Zendesk closed)

[SR] Download Manager stuck at over 100%