Questions About Downloadable Products

Here is a checklist that will help you get the most out of our website:

1. Use a valid email address. ILIO download links are sent to the email address you have ordered with. That's why it's important to make sure you are entering an address you have access to. We're not going to share your email address with anyone, so you can feel secure.

2. It is important that you add the following address to your "allowed sender" list: downloads@ilio.com. Otherwise you will always need to check your SPAM folder for download links (if using a 3rd party web-based SPAM filter you won't get any email at all). If you have an account with providers like Earthlink or SPAM Arrest, they offer SPAM Blocker protection that must be administered through a special control panel on their website.

3. Make sure you have the latest version of your browser. We use the latest web technologies to help make your experience a pleasant one. Please make sure that your browser is up to date to get the most seamless experience. We've tested the site with Firefox (OSX Intel, Windows and Ubuntu Linux), Safari (OSX) and Internet Explorer (Windows).

4. Add ilio.com to your banner ad blocker's allowed list. If you don't you will miss out on some key features, like audio demos. Flash is used by many sites to serve advertisements. ILIO does not serve advertisements, so you can feel safe allowing our Flash movies to pass through your AD blocker.

Troubleshooting the Website and Email

Q. Why is the download link in my email not working?
A. If you click on the email link that is sent to you and you get an error message, your computer is not reading the entire link. The cause for this is still unknown, but we have found a work-around for this very rare situation. Simply highlight the entire link, copy it and then paste it into your browser window. The link should then begin downloading.

Q. Nothing happens when I click the link in my email, what's wrong?
A. If you don't get an error and nothing at all seems to be happening, here are some likely causes:

1. Your browser is blocking the download (security settings are too high). Internet Explorer will pop up a very small, yellow bar just below the address bar which you must click to start your download. We have also had reports that some browsers that are supplied with internet software (from AT&T/Yahoo for example), install added security features that are hard to disable. We recommend against using these "hold your hand" type browsers as they cause more trouble than they are worth.

2. Check your firewall to make sure it is allowing you to download .zip files from ILIO.

3. You may have already downloaded the file to the "default download location" on your computer. Firefox, for example defaults to downloading to the desktop.

Q. I'm not getting any email from ILIO. What's going on?

A:

1. If you do not receive an email link within 5 minutes from completing your online order, it is possible that you entered your email address incorrectly. Please check your online order receipt to verify. If you see the correct email address, the problem may be with your email service. Some free email providers like AOL, Hotmail, Yahoo!, and GMail may flag your download links as SPAM. Check your SPAM folder to see if it ended up there. If it did, make sure you flag the email as "Not SPAM" so it will go to your inbox in the future.

3. Another problem could be with your internet service provider, such as Earthlink or Spam Arrest, who filter email BEFORE it gets to your inbox. These tools need to be accessed via a special control panel that they provide. Contact your internet service provider to allow all email from "ilio.com". As a last resort, please contact us and we'll work with you to resolve the issue.

Q: Can I re-download an order that I've purchased?
A: Yes, you can download your order again using the links that were sent to you via email.

Q: What if I still have questions?
A: Please contact us if you are experiencing problems that cannot be resolved by this FAQ. We want to help you!

Vienna Instrument Download Specific

Video tutorials
Installation guide for downloadable instruments: MAC / WIN

Guide for registering and installing instruments: MAC / WIN

Q: I seem to have a corrupt file, what can I do to test this?
A: Please download, install and run an MD5 checksum utility. You can find one here for free: MAC / WIN
Please note that this is third party software and is not supported by ILIO.