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Please post your findings in our Feedback, Suggestions and Questions forum. We must have all of this information before we can help you.

TraceRoute: This is detailed information about your connection to our services, which allows us to identify any common stalling points.

Your download link: The link generated for you when downloading a file.

Test download speeds: You'll need to try and download each of our test files in this article.

ISP: The name of your Internet Service Provider, the company who you pay for your internet access.

Country: The place you're downloading from, please make sure you are not using a VPN when testing as this may make this information inaccurate.

In order to investigate download issues that have been reported to us, we require the following information in the report: