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General discussion (archive)[UPDATED] Official GOG.com Downloader topic(372 posts) (372 posts) 
(372 posts) 
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This is my favourite topic
Posted July 21, 2009
Hello everyone,
I would like to update you on the latest changes to GOG Downloader (the optional app that can be used to download your GOG.com purchases).
We have just released an updated version (0.9.30) which includes three important things:
1. a faster app core (thx to updated Adobe AIR Runtime, and jQuery 1.3.3)
2. updated file resuming, witch will now allow:
- more reliable auto-resuming, witch should fix _some_ of the problems
- auto discovery of incomplete/complete files
3. an option to send bug report to gog.com
If you have the downloader already installed, you will be notified about the update next time you launch the app; if you don't have the app yet, check out the list of downloads in My Account page for any of your purchases)
2. UPDATED APP CORE
While updating our source code, we also updated all libraries involved which should make the whole app a bit faster and less resource hungry.
3. UPDATED FILE RESUMING
This was, and still is, the most important thing about the downloader. We have received numerous reports from our users, that there are issues with this, especially on slower, less reliable, connections.
The real problem with fixing this is actually recreating this situation, to have a peek at what's really causing this. We tried a lot of different setups, we've used faulty network hardware, we used cellphones as modems to access Internet, we tried disconnecting cables on different levels of the connection, we used software to slow the connection down, we tried downloading files to very slow hard drives, but so far we couldn't recreate problems that some of you were experiencing.
So, as the first step, we changed the way that files are handled, discovered, and resumed. It should help with at least some of the problems.
The second thing, was to enable the downloader app to discover files from previous sessions. This means that if you have an incomplete file backed up before the downloader encountered an error, you can copy that incomplete file into download folder, then add the game to the downloader again, and the app will continue from the incomplete file instead of starting at zero. This is hardly a resolution for the problem, but it will at least allow for some temporary workaround, until we get all the issues sorted out.
So if you have problems using the downloader, you can try to:
1. Start the download normally
2. From time to time, make a copy of the temporary files in the GOG Downloader downloads folder to a safe backup location
3. If the downloader encounters an error click "Send report" (more info below), and shut it down
4. Copy your backed up files back into GOG Downloader downloads folder
5. Relaunch the app, and resume the transfer (or add the game again using the website), the transfer should resume at the point of last backup
Please remember, that this is only a temporary workaround as we work on fixing all the real issues.
3. BUG REPORTS
As mentioned before, we are adding an option to submit bug reports straight from the downloader. Every time you encounter an error while using GOG Downloader, you will have an option to "Send report" to us - please click on it, as it is essential for understanding and solving the problems :).
The report includes:
* GOG Downloader application logs (detailed information about file transfers and errors)
* your gog.com user name
Report does NOT include:
* any personal or hardware info (no hardware logs, no apps list, etc)
We will keep these logs as short as possible and we'll be using them only to find & fix bugs in GOG Downloader. After that we will delete them. We won't spam you, won't spy on your system and won't create any stats regarding downloader and it's usage.
Post edited July 21, 2009 by Venom
Posted November 13, 2008
OK just joined and tried to set-up the downloader. The downloader keeps reporting that it can't contact the GOG servers and is offline, I have a working Internet connection so is there a problem at the server end?
Posted November 13, 2008
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doug: OK just joined and tried to set-up the downloader. The downloader keeps reporting that it can't contact the GOG servers and is offline, I have a working Internet connection so is there a problem at the server end?

Are you using any kind of firewall software, because this kind of software could block the downloader from accessing gog servers.
Posted November 13, 2008
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doug: OK just joined and tried to set-up the downloader. The downloader keeps reporting that it can't contact the GOG servers and is offline, I have a working Internet connection so is there a problem at the server end?
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Venom: Are you using any kind of firewall software, because this kind of software could block the downloader from accessing gog servers.

Just the standard windows XP firewall, I added the downloader program to the exceptions table
update: tried again after turning the firewall off and had no luck(still get the offline message). I used the browser download instead but then got a "setup files corrupted" message so I'll try again though it would be great to have that downloader working.
Post edited November 14, 2008 by doug
Posted November 15, 2008
Yeah I'm having lots of problems with the downloader too. I've been trying to download Sacred and Freespace 2, but both of them get about 1/2 way through the download (sometimes less), then the downloader pauses, and won't auto-resume. If I close and restart the app, the progress indicater changes to "-1.0 B of 1.7 GB - paused" after that if I try to resume it says its initializing for a few seconds, then I get and error message saying "Whoops: An unknown ioError occurred! All transfers stopped, sry :([E1000]" This happens without fail, after about 8 attempts I am about ready to give up and stick to the smaller downloads that I can manage using my browser (and a bit of luck).
BTW, is it at all possible to get a refund if I am completely unable to d/l a game for this reason? I hope its just something that can be fixed with further tweaking of the downloader, as these are a couple of really great games I would like to own, as well as support GoG.com but at the moment I'm unable to obtain my purchases :( Thanks for any help anyone can provide.
Posted November 15, 2008
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CMcGill: BTW, is it at all possible to get a refund ?

bad news for you buddy.
even if you open up the eula and decide 'you know what, i don't agree.' you can't get a refund. And you don't even see the EULA until after you bought the game.
They should make it so you have to view the games specific eula before purchasing the game.
as outlined in their terms of use:
Refund Policy
All Sales are final.
Post edited November 15, 2008 by Weclock
Posted November 15, 2008
I get this exact same issue. I tried the following:
* I tried a bunch of times over 12 hours.
* I rebooted my laptop.
* I restarted my transfer (that hurt -- I was 280 MB in, and that's like 24 hours for me in the wild west / Mosul).
* I uninstalled, redownloaded the downloader and re-installed.
* I tried email support like 3 days ago, but they never got back to me.
I also tried just the regular download via I.E., but I get a 403 error, access denied, when I try that.
The error handler calls message 2032 according to the log, but message 2032 isn't hooked up, so I just get the message below, error 1000.
The game is Fallout 2.
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CMcGill: Yeah I'm having lots of problems with the downloader too. I've been trying to download Sacred and Freespace 2, but both of them get about 1/2 way through the download (sometimes less), then the downloader pauses, and won't auto-resume. If I close and restart the app, the progress indicater changes to "-1.0 B of 1.7 GB - paused" after that if I try to resume it says its initializing for a few seconds, then I get and error message saying "Whoops: An unknown ioError occurred! All transfers stopped, sry :([E1000]" This happens without fail, after about 8 attempts I am about ready to give up and stick to the smaller downloads that I can manage using my browser (and a bit of luck).
BTW, is it at all possible to get a refund if I am completely unable to d/l a game for this reason? I hope its just something that can be fixed with further tweaking of the downloader, as these are a couple of really great games I would like to own, as well as support GoG.com but at the moment I'm unable to obtain my purchases :( Thanks for any help anyone can provide.
Posted November 16, 2008
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sage: I get this exact same issue. I tried the following:
* I tried a bunch of times over 12 hours.
* I rebooted my laptop.
* I restarted my transfer (that hurt -- I was 280 MB in, and that's like 24 hours for me in the wild west / Mosul).
* I uninstalled, redownloaded the downloader and re-installed.
* I tried email support like 3 days ago, but they never got back to me.
I also tried just the regular download via I.E., but I get a 403 error, access denied, when I try that.
The error handler calls message 2032 according to the log, but message 2032 isn't hooked up, so I just get the message below, error 1000.

Sounds familiar. Firstly if it's a work network they often block some flash app codes so you might be stuffed some way or other. Update I.e. or try using firefox then most importantly update flash as this is the most common handler hiccup when receiving download instructions.
Posted November 16, 2008
Maybe... but I was able to get Fallout 1 in download completely, and I was able to download half of Fallout 2. These facts, plus the fact that when I try to get IE to download, I get a 403 error makes me strongly believe that this is a server-side, not a local side error.
I don't think Flash is used for download?
EDIT: I tried a different computer and received the same error. I also tried d'ling FO1 again, and received the same error. I tried d'ling the FO manuals for both, and received the same error. Can someone who has those games to me quick favor and try to start both HTTP and GOGdownloader downloads for each and report whether they work?
Thank you.
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sage: Sounds familiar. Firstly if it's a work network they often block some flash app codes so you might be stuffed some way or other. Update I.e. or try using firefox then most importantly update flash as this is the most common handler hiccup when receiving download instructions.
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Clagg:
Post edited November 16, 2008 by sage
Posted November 16, 2008
No issues here in phoenix az, the downloader is fine.
EDIT: no problem with http either.
Post edited November 16, 2008 by Weclock
Posted November 16, 2008
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sage: Maybe... but I was able to get Fallout 1 in download completely, and I was able to download half of Fallout 2. These facts, plus the fact that when I try to get IE to download, I get a 403 error makes me strongly believe that this is a server-side, not a local side error.
I don't think Flash is used for download?
EDIT: I tried a different computer and received the same error. I also tried d'ling FO1 again, and received the same error. I tried d'ling the FO manuals for both, and received the same error. Can someone who has those games to me quick favor and try to start both HTTP and GOGdownloader downloads for each and report whether they work?

Flash is sometimes used to control a section of a page or a pop up box etc. If ti were server side you'd get everyone having the same problem. Don't forget if you're sharing a connection as well; sometimes that is the problem in itself if you're on a shared public network.
Posted November 16, 2008
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Weclock: Refund Policy
All Sales are final.

Hmmmm....someone will challenge that and some other aspects of the T&C as they are not legal but until someone with enough monry can challenge such a minor budget site then they will not refund as there is no proof that you have not sold it on or copied to play later.
As the front page says all games are DRM free so you can do what you want with it.
Post edited November 16, 2008 by Clagg
Posted November 16, 2008
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Weclock: Refund Policy
All Sales are final.
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Clagg: Hmmmm....someone will challenge that and some other aspects of the T&C as they are not legal but until someone with enough monry can challenge such a minor budget site then they will not refund as there is no proof that you have not sold it on or copied to play later.
As the front page says all games are DRM free so you can do what you want with it.

Heh... kind of hard to sell it if you never downloaded it in the first place :) I'd imagine they can check the logs on their servers to verify what all has been downloaded to which IP, but yeah I agree, with that little clause in the T&C they will not be willing to give any refunds. That is one rather poor policy of an otherwise seemingly great company (in theory, if not so far in execution for me).
I was able today to d/l 1.1 out of 1.7 gigs before the downloader gave me an error message. So frustrating... I get the feeling that I would be having the same success with or without the downloader... which kind of defeats the whole purpose if I'm unable to resume interrupted downloads using the downloader.
Despite what problems may exist with GOG.com servers or my own connection, I strongly suspect that there is still a major quirk to be worked out in the downloader that is causing some people to not be able to resume their downloads. I have, using the same connection, downloaded many large multi-gig files, and used other downloaders, such as the fileplanet download manager, and not run into anything like this.
And to anyone who would bring up the point that "it's still beta", well I would say this: We are all, at this point, paying customers, and deserve a delivery system that is actually able to deliver the content we have paid for.
Posted November 16, 2008
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sage: Maybe... but I was able to get Fallout 1 in download completely, and I was able to download half of Fallout 2. These facts, plus the fact that when I try to get IE to download, I get a 403 error makes me strongly believe that this is a server-side, not a local side error.
I don't think Flash is used for download?
EDIT: I tried a different computer and received the same error. I also tried d'ling FO1 again, and received the same error. I tried d'ling the FO manuals for both, and received the same error. Can someone who has those games to me quick favor and try to start both HTTP and GOGdownloader downloads for each and report whether they work?
Thank you.
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Clagg:

Sage, if you don't mind dropping a bit more cash, you might want to try this site http://game.gamesplanet.com/ They have the fallout trilogy for around 13 pounds (Fallout 1, 2, and Tactics) They also have each one individually for around 8 pounds. I've used their downloader to download a few large games from them, and it worked great with my connection, and since we seem to be having the same sorts of problems it might work well for you too. The only drawback to this site is that there is an online activation required when you install the games (though not after that each time you play) and you are limited to 3 installations I believe. DRM-wise not as nice as GOG, but I have been able to reliably download large files from them.
Post edited November 16, 2008 by CMcGill
Posted November 16, 2008
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Clagg: Hmmmm.... Despite what problems may exist with GOG.com servers or my own connection, I strongly suspect that there is still a major quirk to be worked out in the downloader that is causing some people to not be able to resume their downloads. I have, using the same connection, downloaded many large multi-gig files, and used other downloaders, such as the fileplanet download manager, and not run into anything like this.
And to anyone who would bring up the point that "it's still beta", well I would say this: We are all, at this point, paying customers, and deserve a delivery system that is actually able to deliver the content we have paid for.

I suppose you've actually emailed GOG and used this process http://www.gog.com/en/support/contact or are you just asking here first?
Post edited November 16, 2008 by Clagg
Posted November 16, 2008
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Clagg: Hmmmm.... Despite what problems may exist with GOG.com servers or my own connection, I strongly suspect that there is still a major quirk to be worked out in the downloader that is causing some people to not be able to resume their downloads. I have, using the same connection, downloaded many large multi-gig files, and used other downloaders, such as the fileplanet download manager, and not run into anything like this.
And to anyone who would bring up the point that "it's still beta", well I would say this: We are all, at this point, paying customers, and deserve a delivery system that is actually able to deliver the content we have paid for.
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Clagg: I suppose you've actually emailed GOG and used this process http://www.gog.com/en/support/contact or are you just asking here first?

Yeah, after reading through this thread the first time, and not finding anything that solved the issue, I did submit a support request... still waiting on an answer though.
Another thing that might help is if they were to break up some of the larger games into several files and give the option to download those one at a time if you wanted. Hopefully something is implemented to fix this one way or the other.
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This is my favourite topic
Community
General discussion (archive)[UPDATED] Official GOG.com Downloader topic(372 posts) (372 posts) 
(372 posts)