Akamai Download Manager FAQs
What is the Akamai Download Manager (DLM)?
The Akamai Download Manager (DLM) provides for more effective, efficient file downloads than is normally available in browsers, especially for large files. It can pause and restart downloads even if you turn your computer off and on again.
Why is VMware using the Akamai DLM?
The Download Manager provides better download capabilities to end users, especially those that have slower internet connections and are having trouble downloading larger files.
The download manager is especially beneficial for:
- Pausing the downloading of large files
- Resuming broken or paused downloads (especially for very large files)
- Downloading files on poor connections
How Does It Work?
The Download Manager is two parallel applications:
- For Windows Internet Explorer, it is an ActiveX control.
- For other platforms, it is a Java Applet.
When an end user clicks a link set to use the Download Manager, the following events occur:
- DLM checks the User-Agent HTTP header on the user’s request to determine whether the browser supports the Download Manager. If it isn’t supported, the browser is redirected to a URL it can download directly, which happens automatically. The browser will just begin the download as it would with a regular HTTP Download.
- For supported browsers, the DLM returns JavaScript that starts the Download Manager ActiveX control or Java Applet.
- With most browser security settings, a window will open prompting the user to accept the certificate or signed applet.
- If the user rejects the certificate, the ActiveX version automatically redirects to the browser’s download function. The Java version presents a link the user can select if the Download Manager fails to start.
- The Download Manager starts, prompting the user with a Save As dialog.
- The Download Manager pre-allocates a temporary download file in the user-selected directory. The temporary name is the target file name with .dlm appended. If the user exits the Download Manager—if the download is halted in progress-an icon is created on the user’s desktop that provides for later resumption.
- When the file is fully downloaded the temporary file is renamed and the MD5 checksum is verified. We (may) also provide a SHA1 checksum for you on the download page, but the download manager will only perform an MD5 check.
- When the download completes the Download Manager may automatically launch the file, if the user selected that option.
System Requirements
The Download Manager runs on a variety of platforms:
- Internet Explorer 5.01, 5.5, 6.0, and 7.0 on Windows 2000, 2003, XP and Vista. On these platforms it is implemented as an ActiveX control. Internet Explorer is not supported on the Macintosh.
- The Download Manager runs as a Java Applet, requiring the Sun Java Runtime Environment (JRE) 1.4.x or greater, on Netscape 6, 7, and 8, Mozilla 1.4–1.8, Mozilla Firefox 1.0 or greater, or Safari on Macintosh OS X. For the Macintosh, note that versions of Firefox prior to 1.5 require a third-party plug-in to run JRE 1.4.x or greater; Firefox 1.5 does not need a JRE plug-in installed, and it is supported out-of-the-box.
Users on platforms not using the Download Manager can still download the files, of course, using your browser’s download functionality but without the Download Manager’s features.
Accepting the Security Certificate
Depending on the browser and platform you use, you may be asked to accept a security certificate the first time you use the Download Manager. If you choose not to accept the certificate, and if the web site has provided for alternative links to download files, you can still download the files—just not using the Download Manager.
Download Manager Windows
List Window: When you use the Download Manager, you’ll see one of two windows when the download begins. You may see the List window:
Downloading Multiple Files: This window lists all the current downloads. You can download multiple files at the same time, and you can select files in the list on which to take further actions.
Pause, Resume: You can select from the list of downloads to pause, resume from pause, or cancel the download. If you click Pause, the button changes to Resume.
Pause, Exit, Resume: If you exit, the download manager will place an icon on your desktop that allows you to resume the download later. You can resume the download at any point later, even after you turn the computer off and on. If the file changed at the download site, you’ll be informed of that by a message when you resume download. When you resume, your default browser—the application associated with HTML files—is used. You can override use of the default browser, if desired, by using the “Open with” operating system functionality (for example, in Windows, right-click the file and select Open With). If you started the download with Browser B, you’ll want to pick it up and complete it with Browser B.
Remove, Delete: If you select a completed download in the list, you’ll see a Remove button. This button removes the file from the list. If you click it, you’ll also be asked if you want to Delete the file from your target disk.
Summary Window: If you click the Detail button, you’ll see the Summary window.
Launch, or Close Window: When Done You can pause and resume downloading using the Summary window. If you check the Launch When Done box, the Download Manager will attempt, once the download is completed, to launch or open the file with its associated application. Check the Close box to close this window once the download completes.
How long will it take to complete my download?
Download times will vary based upon the size of the file you are downloading, the speed of your Internet connection, and network conditions.
You receive a response code showing "the supplied http header is invalid"
Issue:
When using any version of The Akamai download manager with Internet Explorer it currently has a file size limit of 4GB on the following platform.
- Internet Explorer - all versions
- File size greater than 4GB
- File download over a secure socket layer connection (i.e. HTTPS)
Cause:
There is currently a 4GB file size limitation in the Microsoft WinINet API that is used by the ActiveX version of the Akamai Download Manager when using SSL (http://support.microsoft.com/kb/298618). This only affects using of the Internet Explorer browser when using SSL. All other browsers and platforms currently have a 10GB file size limitation.
Workarounds:
- Only Internet Explorer is affected. Try your download using a supported browser listed under system requirements on the overview tab. This list includes Firefox, Netscape, Safari, and others.
- If possible, download the file without using SSL. If the contents of the file being downloaded are sensitive, then this approach is not recommended.
Nothing happens when I click the download link
Cause:
Either your pop-up blocker or a high security setting on your web browser may have stopped the Akamai DLM window from opening.
Workaround:
If you have a pop-up blocker enabled in your web browser or in your Internet toolbar (such as the Yahoo! toolbar or the Google toolbar), you will need to disable your pop-up blocker to start your download.
Note: The download manager can sometimes take up to a minute to load. Please allow time for the initial loading before assuming there is a problem
A blank window or a "File not found" error appears when I start the download
Cause:
A blank window or a "File not found" message will appear if the Akamai detects that your computer does not meet the minimum system requirements to run the Akamai DLM. In most cases JRE or ActiveX controls are not enabled.
Workaround:
To enable your web browser to run the Akamai DLM, see the system requirements listed on the overview tab. You may want to switch to another browser that meets the system requirements to access your download.
When I start downloading, a coffee cup icon appears
Cause:
The Akamai DLM is implemented as a Java Applet in Mozilla Firefox, Apple Safari, Netscape Navigator, and Mozilla. When a Java applet is run for the first time in a web browser session, the Java Run Time Environment (JRE) must start. On most machines, the JRE will start in less than 10 seconds. On slower machines, the JRE can take a few minutes to start. When the Akamai DLM installs for the first time, the Java applet requests that you accept a security certificate from Akamai Technologies. It is possible to hide this dialogue behind other windows.
Workaround:
If the coffee cup icon does not disappear after a few minutes, then minimize open windows and then accept the security certificate.
"Server not found" or another server error appears when I start the download
Cause:
If you encounter a server error such as "Cannot connect to server," "Network error. Cannot download," "server not found," or "DNS error" this is either due to a network outage or your proxy server stripping off necessary information from the URL request. In most cases a network outage or network issue is preventing you from downloading the file.
Workaround:
In this case, we recommend you either try the download again later, or try the download when connected to the internet via a different network ISP.
"Add-on Disabled" error appears when starting a download
Cause :
This error will appear in Internet Explorer (IE) if you try to start a download after you have disabled the Akamai DLM, or if you never enabled Active-X controls.
Workaround :
To enable the Akamai DLM in IE 6 or IE 7, do the following steps:
- Select Tool > Manage Add-ons
- Show Add-ons That Have Been Used By Internet Explorer
- Highlight Download Manager (DLM) Control
- Select Enable
- Click OK
- Return to your VMware download page to restart your download
To enable the Akamai DLM in Firefox 3.0 for Windows, do the following steps:
- Select Tools > Options
- Click Content
- Select Enable JavaScript, Enable Java
- Click Advanced
- Select Move or resize existing windows
- Click OK
On the tools -> Options -> Content Screen: If "Block popup windows" is selected
- (On Windows) click Exceptions
- In the Address of web site box, type vmware.com
- Click Allow
- Close the Allow Sites - Popups window
- Click OK
"Malicious software" warning
Cause:
If you receive a warning such as "Malicious software" reported. If you trust the site continue to download," "Files from the internet can harm your computer," or simply "unable to download", this may be caused by your antivirus software. This is a known issue with Norton 360 and Online Security 2006, and Windows Live OneCare
Workaround:
In most cases you can click within the warning window to allow the download, but in some cases you may need to disable security to download.
Client Browser Problems
Common issues:
- Pop-up blockers or strict security settings may disable the Download Manager
- Running JavaScript may be disabled
- For Internet Explorer, running ActiveX controls may be disabled
Troubleshooting:
Do you have a pop-up blocker running?
Some pop-up blocking software can prevent the Download Manager from opening its window.
For Internet Explorer:
What is the security setting?
For the Download Manager to operate the browser must be able to download and run signed ActiveX controls, download files, and run JavaScript. These setting can be checked by looking in Tools->Internet Options->Security->Custom Level. The “Medium” security level has all the necessary features enabled. The “High” level has most of these necessary setting disabled.
For non-Internet Explorer browsers:
Do you have a JRE installed on your computer? If so, what version?
Your browser may not have an up-to-date Java RunTime plug-in installed for their non-Internet Explorer browser. Please see requirements outlined on the overview tab.
- Did you see the dialog asking to accept the Download Manager certificate? Did you accept the certificate?
- Did you get an error that says “The Download Manager cannot run due to insufficient privileges. A common reason for that is not approving the applet certificate.
To remedy the certificate issue in the pop-up above, please make the following two changes in your JVM.
After the two changes, restart your browser, and you should see the following 3 pop-up windows:
After clicking the “Run” button to accept the digital signature, you should be able to see and use the download manager.
Download Manager-generated Messages
Message: Cannot connect to server: Check connections, and try again. Would you like to retry now?
Meaning: Internet connection exists but the file server doesn’t reply.
Recommended Action: Make sure your connection to the internet is up and active. If it is and you cannot find the problem, try downloading the file via regular HTTP. Selecting Yes in the dialog box will retry the download.
Message: Network error, cannot download. Check connections, and try again. Would you like to retry now?
Meaning: The Download Manager cannot make a network connection.
Recommended Action: sure your connection to the internet is up and active. If it is and you cannot find the problem, try downloading the file via regular HTTP. Selecting Yes in the dialog box will retry the download.
Removing the Download Manager from Internet Explorer
This applies to those running the Download Manager with Internet Explorer. Other browsers rely on Java to display the Download Manager. Nothing is installed on the machine, although the file itself may be cached for performance reasons. In many cases, closing and reopening the browser will allow a new version to be used.
Internet Explorer 7:
If you want to remove the Download Manager for your Internet Explorer application, you can delete the ActiveX control as follows:
- Close all open Download Manager windows and all Internet Explorer windows
- Re-open Internet Explorer
- From the Tools menu, select Manage Add-ons > Enable or Disable Add-ons
- Choose to Show: Downloaded ActiveX Controls (32-bit)
- Select Download Manager Control, then and click Delete
Once the object has been deleted, the Download Manager will not download again until the next enabled download.
Internet Explorer 5 and 6:
If you want to remove the Download Manager for your Internet Explorer application, you can delete the ActiveX control as follows:
- Close all open Download Manager windows and all Internet Explorer windows
- Re-open Internet Explorer
- Select Internet Options from the Tools menu
- Select the General tab
- In the Temporary Internet files group under the General tab, click Settings
- In the Temporary Internet file folders section, click View Objects
- Delete the Program File named DownloadManager Control
- Close the Downloaded Program Files window and Internet Options windows
Once the object has been deleted, the Download Manager will not download again until the next enabled download.
Prompts and Error Messages
This is a list of prompts and errors that may be produced by the Download Manager. If any error persists, please try the download via regular HTTP. If you are still receiving an error please contact customer support.