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We've had this issue and question come to us frequently in support cases so wanted to make this information public to save everyone some time when trying to download files from Partnersource or Customersource.
When trying to download a file from File Exchange, you get to the following window but then nothing happens:
Most commonly, this issue stems from using Internet Explorer 11, but not always.
To resolve this issue and get the file(s) to begin downloading, you can use either of these two options:
1) In Internet Explorer, either click on ALT+X, or click on the 'gear' icon in the upper right-hand corner of the browser window and click on 'Compatibility View Settings'.
In the window that opens, add Microsoft.com to the websites list with compatibility view and click 'Close' to save changes. You may or may not need to close Internet Explorer before trying to download the file(s) from File Exchange in Partnersource or Customersource again to verify they now download as expected.
2) Another option when you get the above window, is to click the F12 key, which will open the Developer Tools section of the browser window.
In this tools section, select the 'Emulation' tab where you'll see a 'Document Mode' field. This field will normally be set to '11 (Default)' for Internet Explorer 11 or 'Edge' for Microsoft Edge browser. Change this to '10' to emulate Internet Explorer 10 and this will refresh the browser window and usually show the File Transfer Manager window to begin downloading your file(s).
**Note: This setting doesn't remain after the browser window is closed.
If you need to make a change to your Partnersource or Customersource account and/or need to get access to either of these sites, you can email ITMBSSUP@Microsoft.com, and the team will help get you access as needed.
This information has also been mentioned in the following Customersource page:
Hopefully this will save everyone time on getting their files downloaded as needed and having to open support cases waiting for a response.
Thanks for the response, Derek.
I second Marc's idea. FTM seems to be outdated technology and is really the only thing that I still need to use IE for. Additionally, the Connect site has such a better tool for download large groups of files - FTM is a pain in the neck when you have to download an AX instance - it's 38 1 GB files.
Isn't it time to replace File Exchange with something that doesn't use ActiveX controls and HTML popups? Not only is it now having problems with IE11, but it also doesn't work with Firefox, Chrome, Edge, Opera or Vivaldi.
I'm not sure if it'll be resolved, as some of the issues can be caused by the File Transfer Manager version as mentioned in the Customersource link I included, but also Internet Explorer browser settings as also mentioned, so being there isn't any one cause of this issue, it's tough to get a resolution, though I don't work with File Transfer Manager at all on those two sites, so I can't say for certain either way. The recommendation is to add Microsoft.com to the Compatibility View Settings in IE, on any machine(s) you download files on, and that should take care of it going forward.
Thanks Derek. I ran into this the other day, and was able to resolve it in exactly the way you discussed.
Is the plan for this to be resolved, though? It was working with IE11 just fine a couple of weeks ago..
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