[TR] 3.1 How to solve typical download problems (UNDER REVIEW)

Troubleshooting:

1. Almost all of the download problems occur because something on the users' PC is preventing the Download Manager from contacting the license server or from writing files to the hard-drive.

The culprit is usually overzealous firewall/anti-virus/security software or lack of write permissions.

An extreme case where trying all other suggestions failed is in this ticket:

https://lumion.zendesk.com/agent/tickets/28240

However, even then the solution is still covered by our main article (below).

In this case, changing the download to a different network then worked. It's a last option if nothing else works, and if you find you are not making progress with all the prior steps then you need to start the user considering and trying this final option (so long as that other network is also not restrictive, of course).

If the Download Manager does not start downloading Lumion, gets stuck, or displays an error message (for example "Access denied"), the following checklist will resolve 99.9% of all problems:

• Knowledge Base: Why is the Download Manager not working?

2. Error: ‘Access is denied’.

• Knowledge Base: How do you resolve an 'Access is denied' error when trying to download the Lumion Download Manager?

3. Error: ‘The license may be invalid or the download manager is outdated. Re-download it from the latest download e-mail.’

• Procedure: If the user already tried to download the Download Manager again and it did not resolve the problem, please ask the user to forward the ‘Getting started with Lumion’ email that their Download Manager was downloaded from and check if their License Key is valid on the Support Board page:
• If the License Key is valid (not displayed in red text), the problem is usually caused by overzealous firewall anti-virus/security software. The checklist in section 1 above will resolve this problem.

• Training: [TR]: How do you find a users' License Key number?

4. Local download speed issues.

• See provisional Macro standard reply: TechSupp::Installing::Download::Download Speed Very Slow::General Reply - localle and DLM article

5. Last options to consider:

• 5.1 Hardware issue with router/modem: Ticket #26057 Installation

6. Unusual but does happen but rare and now the DLM also checks for minimum drivers and should report such (added notes to current 2022 changes to DLM/Installer):

"I didn’t install the GPU drivers and after that it worked..."

https://lumion.zendesk.com/agent/tickets/30117

Notes:

1. Why might antivirus software prevent files from downloading:

• You need to be aware of one file, usually 1d.BIN which is a special file.
• Information and security about this file are highly confidential and internal only.
• This file sometimes causes the AV to reject it.
• This is the License Key file.
• Where all else fails we may send the user this file if it is proven that is the only file being rejected and multiple attempts with our assistance and the earlier steps have failed. You need to check with other staff before doing this. We will go through the procedures for this in later training.

2. Macros covering some situations:

TechSupp::Download::Download Speed Very Slow::General Reply - localle and DLM article

TechSupp::V11.5 Download Issue1::-1d.BIN or others are blocked and keep looping the DLM

3. Changes with the new DLM:

• Now uses RAM to store the BIN file until it is fully downloaded, then transfers to a file.
• This now avoids a number of issues in the past where antivirus software would take a dislike to files partial BIN files (BIN_PART) saved to the users' temporary folder.
• Improved interface and speed.
• As of Lumion 11, the Download Manager checks for some of the minimum requirements of the PC. If there is a massive difference between the minimum requirements of Lumion and the hardware of the PC, then the Download Manager may not run at all or get stuck at the Lumion Logo start-up screen.

 

==========================================

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.

See also Support article in 2 above.

Backup/copy article: [TR] 3.1 How to solve ... (360018741199).html

4: Quick Link to Zendesk IKB article:

(not available when Zendesk closed)

[TR] 3.1 How to solve typical download problems (UNDER REVIEW)