Did you place your order on or after 2/17/2014? If so, you need a different FAQ.
For orders placed on Microsoft Store on or after 2/17/2014, see this Download FAQ.

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Is there anything I should do before I download?

For best download performance and to protect the integrity of the downloaded file, please disable or suspend any of the following before you download:

Firewall – A firewall can prevent you from downloading a file.

Anti-Virus Programs – Anti-virus programs scan downloaded files and can stop a download. As a result, the file may not download or can become corrupted or damaged.

Download Monitors – Programs such as GoZilla!™ and NetZip are not compatible with our server and can stop a download.

Screen Saver – Screen savers have been known to interfere with a download or affect system performance during a download. We recommend you disable your screen saver before you download. If you need more assistance disabling one of the products listed above, please contact the manufacturer's technical support.

How do I download my purchase?

You can download by either clicking the Download button on the Order Details page or by right-clicking/ctrl-clicking on the Download button and clicking Download linked file as in Safari; or Save Link As in Mozilla® Firefox®. Do not rename the download file as this can cause installation problems.

Where should I save the download file?

You can save the download file anywhere you like but you should make sure to remember that location or the name of the downloaded file. Most people find it easiest to save their download file on their Desktop.

What will happen when I download?

Once the download starts, you will see a pop-up with a status bar and a percentage that will climb to 100%.

What should I do after I download?

When the download finishes, you should go to the location where you saved the file and double-click on it to begin installation.

If you have more questions or need help with your download, please contact Microsoft Online ESD Support using the information below.

How do I get my product key?

If your product requires a product key, you can usually find it in the Order Confirmation email that was sent to you when you submitted the order. If you do not have your Order Confirmation email, you can get your product key by looking up your order.

What do I do if my product key is not working?

First, make sure you have the correct product key. You can get your product key from the Order Confirmation email that was sent when the order was submitted, or by looking up your order.
If you still have problems, contact Microsoft Online ESD Support.

What if the download stops before it completes?

If your download stops or is interrupted before it completes, simply click the Begin Download button again and the download should resume where it left off. If you need to get to the download page click here to look up your order.

The Begin Download button is located in the following locations:

  • The Thank You page that appears when you purchased the product.
  • The Quick Order Look Up link in your confirmation e-mail.

I finished downloading my purchase. Where was the file saved?

The file was saved in the default "Save As" location specified by your browser, or the location you selected in the "Save As" window that appeared when the download began. If you know the name of the download file, you can search for the file on your computer.

How can I re-download software that I have already purchased?

To download software you have already purchased, you will need to look up your order and click the Begin Download button.

I want to re-download my purchase, but the Download button is gone.

There are a couple reasons why you wouldn't see a button (where there previously was one) to download your purchase. If the order is older than 30 days and you did not purchase the Extended Download Service (EDS) for your order, then the download period has expired. Please click here to look up your order and purchase EDS for your product.

If you purchased EDS but are still unable to download, make sure the order is not more than three (3) years old. EDS downloads are limited to three (3) years after the initial product purchase.

What is the Extended Download Service (EDS)?

EDS essentially allows you to download your purchase again for up to three (3) years, in the event your computer crashes or the downloaded file becomes damaged or corrupt. It can be thought of as an insurance policy in case anything goes wrong with your computer or the downloaded product. When you have downloadable items in your order, you will see a link to add EDS to your order on the shopping cart page or the checkout page. Upon payment of the specified fee, Digital River, Inc. ("DR") agrees to provide you (the "End User") a service that enables the End User to make multiple downloads of digital computer software products (a "Product" or "Products") purchased in a single order (an "Order") and downloaded from this Web site (the "Site") for a period of three (3) years after the date the End User purchases the Product (the "Service"). Click here for full details about EDS.

To purchase EDS for download products in a completed order, you must look up your order and complete an additional purchase.

How do I get a physical version of my downloaded product?

If you want to purchase a BackUp DVD for the downloaded products in a completed order, you must look up your order and complete an additional purchase.