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Author Topic: Help! My Little Reader downloads are no longer in available  (Read 9623 times)
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c4andy20
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« on: August 16, 2011, 12:36:02 PM »

  My LR downloads are no longer available in Account Management--->My Files--->Little Reader Files. When I look at the files in the LR library I can see which ones I have downloaded as they are highlighted in orange. I feel like a dummy because I cannot find them on my computer or external hard drive so I think I forgot to back them up. I would not mind re-downloading  all of them but I paid for some files in points. I guess my question is, will I have to pay more points for those files if I re-download them? Or are my downloaded files located somewhere else and I am just looking in the wrong place?

  I would really appreciate if anyone could help me figure this out.


Thanks

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Kezia
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« Reply #1 on: August 17, 2011, 03:00:00 AM »

Hi c4andy20!

Can you kindly tell us a few more things:
 - Are all your downloaded LR / LM / Redeemed / etc files missing from your Account's "My Files" page, or are you only missing the files that used to be listed in the "Little Reader Downloads" section?
 - Which browser and browser version are you using?
 - Do you see any error messages?

In the meantime, please try refreshing your browser's cache and see if it helps: http://support.brillkids.com/index.php/article/what-is-a-cache-and-how-do-i-refresh-it

You may also try using another browser if you have one, or if you'd like to try a new one we recommend Firefox (http://www.mozilla.com/en-US/firefox/new/)

If you still can't find your downloads list, do take a screenshot of it so we can have a look.

About re-downloading Premium files (the ones that cost points to download), our system will not charge you again for re-downloading those, so you need not worry about that. If in case you do find that you were re-charged for downloading files again, do let us know and we'll fix the issue immediately! yes

« Last Edit: August 17, 2011, 03:05:41 AM by Kezia » Logged

c4andy20
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« Reply #2 on: August 17, 2011, 05:06:01 AM »

Both my LR and LM files were missing but they reappeared again. Woo hoo! I don't know where they went but I am glad they are back cuz I was not looking forward  to downloading those again.   ohmy

Thanks for the help Kezia

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Kezia
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« Reply #3 on: August 17, 2011, 06:51:35 AM »

Yep, our programmers just found what was causing the problem and now they've fixed it!

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