Knowledge Base

Troubleshoot the Dell Download Manager when it is not working


If you are unable to download driver files using the Dell Download Manager, you can troubleshoot and resolve the problem by following the steps below


Step 1: Troubleshoot web browser issues

Internet Explorer

If you’re having trouble downloading files with the Dell Download Manager and you are using Internet Explorer, try the following steps:

  1. Open your Internet Explorer browser.
  2. At the top of your browser window, click the Tools button.
  3. On the options list, click Internet Options.
  4. On the General tab under Browsing history, click the check box next to Delete browsing history on exit.
  5. Click Apply, and then click OK.

For more help deleting cookies in Internet Explorer, visit Microsoft Support.
FireFox

If you are having issues when you download files with the Dell Download Manager and you are using FireFox, try the following steps:

  1. Open your FireFox browser.
  2. At the top of your browser window, click Help.
  3. On the options list, click About Mozilla FireFox.
  4. Verify that your browser is at version 2.0.1 or newer.

The Dell Download Manager only works with Firefox version 2.0.1 or newer. If you're using an older version of Firefox, you can download the newest version on the FireFox homepage.
FireFox Add-Ons

The following must be installed and up to date for the Dell Download Manager to work with FireFox:

  1. Microsoft .NET 3.5 Service Pack 1 or greater.
  2. Microsoft .NET Assistant 1.0 or greater.

To check which version of Microsoft .NET you have installed

  1. Open the Start menu by clicking the Start button in your taskbar.
  2. Click Control Panel.
  3. Click Programs and Features.
  4. Verify that Microsoft .NET Framework 3.5 SP1 or a newer version is listed.
  5. If it is not listed, download the latest version of Microsoft .NET Framework.

To check if you have .NET Assistant installed

  1. Open your FireFox browser.
  2. Click Add-ons.
  3. Verify that Microsoft .NET Framework Assistant 1.1 or a newer version is listed.
  4. If it is not listed, download and install Microsoft .NET 3.5 Service Pack 1, which includes the necessary Firefox add-on.

Step 2: Uninstall and reinstall the Dell Download Manager

To uninstall the Dell Download Manager
  1. Open the Start menu by clicking the Start button in your taskbar.
  2. Click Control Panel.
  3. Click Programs and Features.
  4. On the programs list, double-click Akamai NetSession Interface.
  5. Click Uninstall. A dialog box should appear to indicate that the uninstall process was successful.

The Dell Download Manager uses the Akamai NetSession Interface application to improve the speed, reliability and efficiency of downloads. When you uninstall the Akamai NetSession Interface, you also uninstall the Dell Download Manager.
To reinstall the Dell Download Manager
  1. Open your Internet Explorer browser.
  2. Click the Tools button.
  3. On the options list, click Internet Options.
  4. On the General tab under Browsing history, click the check box next to Delete browsing history on exit.
  5. Click Apply, and then click OK.
  6. Follow the instructions on how to install the Dell Download Manager.



Article ID: SLN131536

Last Date Modified: 08/03/2017 09:54 AM


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