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Pinnacle and Avid Studio download problems

 

If you are having problems downloading a Pinnacle or Avid Studio product, this FAQ should help to resolve the issue.

General Download Troubleshooting

These steps apply to all download problems. Try these steps before proceeding to the Specific Problems section.

  1. Restart your computer and try to re-download the files.
  2. Reset your modem and router. You may want to consult the manufacturer for instructions.
  3. If you are using a wireless connection, try switching to a wired connection if possible.
  4. Try using a different internet browser (Internet Explorer, Firefox, etc.).
  5. Check with your Internet Service Provider to see if there are any known connectivity issues in your area.
  6. Try to download using the Manual method instead of using the Download Manager. Here are instructions on how to do this:


To use the Manual download method click Cancel on the “Browse For Folder” dialog if it is present. Begin the Manual download by clicking the “Here” button shown in the red box below.






The Manual download options will be presented. If the Download Manager download is still running for some reason, go ahead and Pause it. You must download both Part 1 of 2 and Part 2 of 2 for a successful download and installation.






You will be given the option to Run or Save the file before the download begins. We recommend choosing the Save option and select an easy to remember location on your hard drive as the destination. You must save both parts to the same location.


Specific Problems

For each of these specific problems, the General Troubleshooting steps still apply. Make sure that you try the General Troubleshooting as well as any specific instruction given for a specific problem.

Issue #1: Error: Download stalled, please check that you internet connection is working and retry later.
Issue #2: The download hangs or stops.
Issue #3: Error - CRC Failed in “filename…” or Error - “Some installation files are corrupt. Please download a fresh copy and retry the installation.
Issue #4: Error - File not found. Filename_Part-2-of-2.dat


Issue #1: Error: Download stalled, please check that you internet connection is working and retry later.

If you are experiencing a connectivity problem, you will receive the following error:






If this occurs, you must restart the download to resume the download process.

  1. Click OK on the error to close it.
  2. Go to https://account.avid.com/ and log in, if you are not already logged in.
  3. On your Account Management page under Products, click “Your Products”.
  4. Locate the product you were trying to download and click “Downloads”.
  5. Click Download next to the item you were downloading. The download will resume from the point where the failure occurred.


If you run into this error repeatedly, please go through all of the General Download Troubleshooting steps at the top of this document.


Issue #2: The download hangs or stops.

If the download seems to hang or stop, first wait to make sure it does not restart on its own.
If it does not restart and the download truly seems to have hung up, try using the other download method from what you are currently using. For example, if you are using the Download Manager, try using the Manual download method. If you are using the Manual method, try using the Download Manager. Other than those steps, make sure that you have also gone through all of the General Troubleshooting steps.


Issue #3: Error - CRC Failed in “filename…” or Error - “Some installation files are corrupt. Please download a fresh copy and retry the installation.

This is actually an installation error, but it may occur due to a download problem. These errors will occur at the same time. The CRC error displays in the installer window and the “Some installation files are corrupt…” error is in a pop-up window. If these errors occur, it means that one or both parts of the product download were not downloaded successfully. In this case you will need to redo the download.

  1. Locate the location where you previously saved the downloaded install files.
  2. Delete the downloaded install files. This step is necessary if you are using the download manager. If the install files remain on the system it won’t allow for another download. The install files will be called something like: “PinnacleStudio_UltimateCollection_V15_Part-1-of-2.exe.part” and “PinnacleStudio_UltimateCollection_V15_Part-2-of-2.dat”. These are the two files for Studio 15 Ultimate Collection, but the same format will be used for other Studio 15 versions and for Avid Studio.
  3. Re-download the files.
  4. Install the downloaded application.
  5. If you get the same error after re-downloading try using the other download method from what you are currently using. For example, if you are using the Download Manager, try using the Manual download method. If you are using the Manual method, try using the Download Manager. Other than those steps, make sure that you have also gone through all of the General Troubleshooting steps.
  6. Install the downloaded application.



Issue #4: Error - File not found. Filename_Part-2-of-2.dat

This is actually an installation error, but it may occur due to a download problem. Each product download has two parts, Part-1-of-2.exe and Part-2-of-2.dat. Both of these files must present and in the same folder for the installation to be successful. If this error occurs it is due to filename_Part-2-of-2.dat being missing, renamed, or moved. To resolve this problem, locate “Filename_Part-2-of-2.dat” and ensure that it is in the same location as “Filename_Part-1-of-2.exe”. If you cannot find “Filename_Part-2-of-2.dat”, we recommend that you log into https://account.avid.com/ and re-download the product. Here is the FAQ on this specific issue:

Install / Download problem: File not found. Filename_Part-2-of-2.dat

 

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