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DigiDelivery Support
Download Send/Receive Guide
Download Complete DigiDelivery Guide
 Problems receiving a DigiDelivery |
Make sure you are connected to the Internet. You can do this by launching a web browser and going to any website. Choose the "Refresh" or "Reload" command in your browser to be sure you are viewing a live web page. (If you're reading this page live, you probably have Internet access.)
Make sure you have the DigiDelivery™ client software installed on your computer. If not, download the client software installer. After installing the client software, refer to the DigiDelivery Client Guide, which is installed in the same folder as the client software. You can also download the Send/Receive Guide.
If clicking the "download" link in the email you received doesn't do anything, copy and paste the text of the link into a supported web browser (such as Microsoft Internet Explorer on Windows XP or Apple Safari on Mac OS X).
If clicking the "download" link in the email you received opens a window asking for a key, you will need to get this information from the sender before you can continue with the download.
If you get a message that says "Cannot Connect," contact the sender of the delivery or the administrator of the DigiDelivery system. The administrator's contact information is probably on the bottom of the email you received.
To rule out software conflicts, close all other applications and restart your computer.
If you receive a "Can't unpack delivery" message, there may not be enough free space on the disk to which you are downloading the delivery. You can also receive this message if you cut and paste the delivery key into your browser incorrectly (i.e., you missed a letter or added a space at the end). If this might be the case, delete the partially downloaded files (they will be in the folder you chose but have garbled file names), then try the download again.
If the delivery starts but does not finish, you might be experiencing a connection failure. This could be due to a bad cable on your system or because of traffic conditions on the Internet.
NOTE: When DigiDelivery loses its connection, it will automatically attempt to reconnect. Once reconnected, DigiDelivery will pick up where it left off, so you won't have to start from the beginning.
- If you think your connection failure is due to traffic conditions on the Internet, wait and try connecting at a later time.
- To rule out cabling or other connection problems, try downloading email or files from other websites to see if the problem persists. If you still have connection problems, shut down your computer, unplug and re-plug your network cables or substitute different cables, restart the computer, and try connecting again.
- If you continue to experience connection problems, contact the administrator of the DigiDelivery system to see if other recipients are having connection problems. The administrator's contact information should be in the email you received.
- If problems persist, contact your ISP to see if there are any known problems that may affect your connection to the Internet.
Re-install Client: On rare occasions, a component of the client may become corrupted or get moved. To thoroughly re-install the client, first you should remove the old client
- Windows: Go to the Start menu, then select Control Panel>Add or Remove Programs. Select DigiDelivery and click Remove. When finished, click the Download Client Software link on this page and re-install the client.
- Mac OS X: Double click on your system drive and select Users>your account>Library>Preferences. Find the file com.digidesign.digidelivery.plist and drag it to the trash. Restart your computer, then download the client from this website and re-install.
- Mac OS 9: Double click on your system drive and go to System Folder/Preferences/DigiDelivery and drag the DigiDelivery Prefs file to the trash. Restart your computer, then download the client from this website and re-install.
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| Problems sending a DigiDelivery |
Make sure you are connected to the Internet. You can do this by launching a web browser and going to any website. Choose the "Refresh" or "Reload" command in your browser to be sure you are viewing a live web page. (If you're reading this page live, you probably have Internet access.)
Make sure you have the DigiDelivery client software installed on your computer. If not, download the client software installer. After installing the client software, refer to the DigiDelivery Client Guide, which is installed in the same folder as the client software. You can also download the Send/Receive Guide.
If you get a message that says "Cannot Connect," check to make sure that you have entered the correct host name or IP address in the Host field. If the entry is correct, try entering "http://" followed by the host name or IP address in a supported web browser (such as Microsoft Internet Explorer on Windows XP or Apple Safari on Mac OS X). If no such page is found, the DigiDelivery appliance may be offline. Contact the DigiDelivery system administrator.
If you get a message that says you have entered an invalid username or password, make sure that you have entered the correct host name or IP address in the host field, as well as the correct username and password. The username and password are case-sensitive, so be sure to use capital letters only where they are required. If it still doesn't work, contact the DigiDelivery system administrator to give you the correct information.
If you cannot find or enter the email address for a desired recipient, you have what is called a "Guest Account" on the DigiDelivery system. With a Guest Account, you will see a list of accounts in the Recipients page of the Send Window but no button for your address book or field to enter new email addresses. Contact the DigiDelivery system administrators and either ask them to create a "Standard Account" for you or ask them to create a Standard Account for the desired recipient.
Sending Pro Tools® Sessions: You can send Pro Tools session files as you would any other files or folders, or you can use the integrated "Send to DigiDelivery" command right within the Pro Tools software. Once you select that command, you'll be able to choose whether to include audio, video, fade, plug-in setting, and/or timeline files. The DigiDelivery client launches and the login page opens, ready for you to complete the delivery.
If you drag a Pro Tools session file onto the Send Wizard, DigiDelivery automatically includes all of the related media files in the delivery. If you get a message that says certain files will not be included, this is because the session's links to those files are broken and the files cannot be found. If you click OK, you will send the session without the missing files. To include the missing files, click Cancel in DigiDelivery, then open the Pro Tools session and relink the missing files to the session.
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| Problems downloading or installing DigiDelivery client software |
Be sure you are downloading the right software for your operating system: Macintosh OS X, Macintosh OS 9, or Windows XP. There is currently no software for earlier versions of Windows, though the Windows XP client may work with a Windows 2000 computer.
Try downloading any installer file from any other website. Security settings in your web browser may be prohibiting the downloads. More likely, security on your network is prohibiting you from downloading any application software. This is a common method for protecting against viruses. Ask your network administrator or ISP if these security measures are in place, and request instructions on downloading and installing applications on your system.
Turn off any virus protection software on your system before installing the client software. Having virus software running shouldn't make any difference, but it is standard procedure to turn off virus software when installing new software on older systems.
If problems persist, see the instructions below to contact Digidesign Customer Support. They will verify that the software is available for download. Before you contact Technical Support, be sure to go through all of the above troubleshooting steps. It is highly unlikely that there is a problem with the web download.
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| Problems setting up or operating DigiDelivery hardware |
Refer to the DigiDelivery Guide included with your DigiDelivery network appliance. You can also download the latest version of this guide by clicking the link above.
Check the DigiDelivery Guide to make sure that your system is properly configured, including having a static, always-on, externally-addressable IP address and having the required ports open on your network.
If different users are having problems connecting to your server, cannot finish deliveries, or if you are not receiving notification emails, the server may be referencing a DNS server that is not currently available. You will increase the reliability of your system by adding additional DNS servers via your DigiDelivery system's Network Settings page.
Check the Technical Requirements page for updated information and known issues.
Try logging onto your DigiDelivery network appliance administration pages with a supported web browser by entering "http://" followed by the IP address or host name of the appliance. If you do not get to the login page, the unit is not accessible from the network and you should re-check all of the network settings. Refer to the DigiDelivery Guide for instructions on checking the network settings via the front panel controls.
When entering network settings for an appliance which is installed behind a router, be sure to enter the "internal" (LAN) IP address, subnet and gateway that the appliance uses to access the router, not the externally addressable (WAN) IP address, subnet, and gateway that the router uses to access the Internet.
Shutting Down: Do not use the Power Button to shut down the appliance. This can lead to disk corruption and data loss. To shut down your appliance, log in to the administration pages, select Server Administration, and click Shut Down Server. This will close all of the active processes and ensure that your data is properly saved. In some rare cases, the server may appear to still be running: The fans and lights will still be operating. Give the server a few moments after using the Shut Down Server command, then try logging into the administration pages again. If you get an error page, it is safe to use the power switch to shut off the appliance.
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| When all else fails |
DigiDelivery Products
Effective September 21, 2007, Digidesign no longer provides Technical Support & Service for the DigiDelivery product line. Press Release: Aspera Inc. To Acquire DigiDelivery Product Line. Aspera will assume all ongoing DigiDelivery development, manufacturing, sales, and support. Please use the following contact information for all DigiDelivery product line support:
Digidesign User Conference
In the Digi User Conference (known as the DUC) you can ask DigiDelivery users general and technical questions: Digidesign User Conference DigiDelivery Forum
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