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Help & Customer Service

# Downloading Issues

If you're experiencing issues downloading your game or software purchase, here are some common solutions to try.

Looking to manage your Games and Software Library?

Go to Your Games and Software Library

## Try a different web browser

If nothing happens when you attempt to start your download, or if you see an error message, try using another web browser. Supported browsers include Firefox, Google Chrome, Internet Explorer, and Safari. There may be a temporary issue or incompatible setting with the browser you originally used that's preventing the download.

You also need to make sure that your browser has the Javascript plugin enabled. Open your browser's "Help" section for more information about Java. If you've installed other browser add-ons or plugins that work with Java (like Adobe Flash), try updating them as well. They could be causing issues with Java, or generally interfering with the download process.

## Check your antivirus software or firewall settings

In certain cases, your antivirus software can block the download of a game or software from Amazon. Add Amazon to your list of trusted sites or allow downloads from Amazon if your browser displays a security warning. Also, make sure that your antivirus and spyware software are up-to-date.

Note: Antivirus software publishers frequently update their products. Downloaded games and software can be incorrectly identified as harmful files. All Amazon Games & Software Downloads go through a review process that includes virus and spyware scanning. If your download is flagged as harmful, contact your anti-virus software publisher to report the issue.

## Check your Internet connection

Some network connections and secure VPNs have additional restrictions that may block your download. Try switching to a different connection, then restart your download. If you’re downloading a large file, we recommend using a stable and fast broadband connection.

## Restart the download

Sometimes a download stops unexpectedly due to intermittent connection issues. Visit Your Games and Software Library and click Download next to your selected game or software to start the process again.

Important: Before retrying your download, delete any previously downloaded files from your download folder, as well as any partial game or software files from your desktop.

For more information, go to Download and Install Your Order.

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