Troubleshooting Downloads

If you have filled out a request for download instructions from our website and you are having trouble receiving an email containing download instructions, one of the following situations may have occurred. Please email sales@blackice.com with any additional questions or for any cases which are not addressed below.

AOL Users: You may be blocked from receiving messages due to the aggressiveness of the AOL email filtering system. You can make sure that you receive download information emails from Black Ice Software by adding download@blackice.com to your address book and to you 'approved list'.

If you do not use AOL: Email settings, email filtering and other SPAM controls may result in possible mistakes blocks of the email containing Black Ice download information.

If you do not receive messages, Black Ice recommends that you contact your ISP to find out why you aren't receiving messages. Typically, you should be able to add to your address book "safe" lost or "approved senders" list. This will allow you to receive messages as you have requested.

Tips to avoid problems:

  • 1. Add BlackIce.com to your "approved list".
  • 2. Use a POP3 account AND a web-based account. Contact Black Ice Software with your regular ISP email ID - POP3 - and a web-based account like Yahoo! or Hotmail.
  • 3. Let Black Ice Software know if you have trouble receiving our messages. Black Ice will make every effort to get you the information that you requested.

Problem:

I never received the email containing download instructions.

Cause:

The email address that you supplied was incorrect (misspelled, etc).

Solution:

Resubmit the download request with a different email address. Check the new email account for the download instructions.

Problem:

I never received the email containing download instructions and I know that I typed my email address correctly.

Possible Cause:

The email service that you use may prevent the email containing the download instructions from reaching you.

Solution 1:

Resubmit the download request with a different email address. Check the new email account for the download instructions.

Solution 2:

Contact your system administrator or your email service provider. Let them know that you are unable to receive email that you have requested from Black Ice Software, LLC

Solution 3:

Check your Junk or Spam filter to make sure that it did not filter out the download instructions

Problem

You have not received an email containing download instructions and your Internet provider is Roadrunner or AOL with an email address of myemail@rr.com or myemail@aol.com .

Solution:

Roadrunner and AOL restrict the email that can be received by their users. Contact Roadrunner Support or AOL Support and let them know that you cannot receive email that you have requested from Black Ice Software, LLC

Problem:

I accidentally deleted the email containing download instructions from my inbox

Solution:

Resubmit the download request with a different email address. Check the new email account for the download instructions.

Problem:

You receive an error stating" Our records show that you have filled out this form too many times today. As a security measure, we have limited the number of times a User can fill out this form."

Cause:

You have filled out the download request form too many times in a single calendar day.

Solution:

You must wait until the next calendar day to download again.

Problem:

You receive an error stating, “Our records show that your IP address () has accessed our web site too many times today. For security reasons we will block this IP address from accessing the demo downloads on our web site for the remainder of the day."

Cause:

The IP address of the computer that you are using has accessed our downloads too many times in a single calendar day.

Solution:

You can request additional downloads on the next calendar day.

Problem:

You receive an error when submitting a download request from which states “Microsoft OLE DB Provider for ODBC Drivers error"

Cause:

There was an error trying to process your download request.

Solution:

Try to resubmit the download request by providing a different name and/or email address.

Problem:

You receive an error which states “Unfortunately we cannot locate you in our database. In order to download product demos from our web site, you should fill out the registration form."

Cause:

We cannot locate you in our database.

Solution:

Try to resubmit the download request by providing a different name and/or email address.

Problem:

You are downloading a demo for personal use and do not have a company name or phone number

Solution:

Enter "self" or "Personal Use" in the phone and the company field

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