Word Files Failing to Download in Hotmail

Discussion in 'Help Desk' started by Ron Slivka, Jan 6, 2009.

  1. Ron Slivka

    Ron Slivka New Email

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    Excel files attached to received emails in my Hotmail Inbox continue to download properly. However, downloads of Word files attached to emails are failing. This problem is new and never experienced before.
    Typical Word files so far are small (10 – 20 KB). A standard download process is followed:
    1. Click on the attached file to bring up a File Download window.
    2. Click Save (or Open) and window now reads “Getting Information”.
    However, the file download never completes even after 20 minutes of wait time. Word files are from multiple senders and have the same failure to download.

    Solutions tried without success:
    • Turn off antivirus software; turn off firewall and attempt downloads
    • Enter sender’s email address into Safe List and attempt downloads
    • Ask senders to resend Word files, sometimes saved as Word 2003 files
    Can you assist? - Ron
     

  2. popowich

    popowich EQ Forum Admin Staff Member

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    Hi Ron,

    When the word file download starts are they downloading as DOC files or MHT files
     

  3. Ron Slivka

    Ron Slivka New Email

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    The offending files are listed with full names preceding .doc or .docx. All .xls files download properly.
    Thanks for your prompt reply.
    Ron
     
  4. popowich

    popowich EQ Forum Admin Staff Member

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    Hello,

    After the recent Hotmail upgrades there were problem reports from Hotmail members having their files converted to MHT and troubles downloading those files. Since you are still seeing them download as DOC this sounds like a different problem but that is why I mentioned the MHT files above.

    Did you make any recent changes to your computer?

    Is it possible that Word got corrupted?

    • Close Microsoft Word
    • Search for and delete all files named normal.dot on your computer
    • Open and close Microsoft Word
    • Try downloading the file from Hotmail
    If that word fix does not resolve the problem try using a download manager to download your files from Hotmail.

    If you did not have the problem until very recently and the above troubleshooting steps for Microsoft Word and the Download Manager do not work can you do a system restore and go back a week or two and see if the problem is fixed after the system restore?

    How to use Microsoft Windows XP System Restore

    Please let us know if any of these steps help to fix the problem.
     
  5. popowich

    popowich EQ Forum Admin Staff Member

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    I have not used it personally but I see several recommendations for using a download accelerator to fix the problem.

    I'd try this between the Microsoft Word normal.dot and system restore troubleshooting steps.
     
  6. popowich

    popowich EQ Forum Admin Staff Member

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  7. Ron Slivka

    Ron Slivka New Email

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    As a newly registered party on your site I am truly surprised and gratified at the response times and the quality of advice. Thanks very much for sharing your experiences and suggestions. I will try the paths you suggested I explore. I am left wondering why it is so difficult to obtain any support from the folks at Hotmail.
    Kind regards,
    Ron
     
  8. popowich

    popowich EQ Forum Admin Staff Member

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    Hi Ron,

    Thank you for the good review.

    We pride ourselves on providing free, fast, and accurate support for anything related to email.

    Please let your friends know about us!
     

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