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The downloaded file won’t open
The downloaded file won’t open
Pixieset Team avatar
Written by Pixieset Team
Updated over a week ago

When clients download the entire Collection, select full Sets for download, or purchase Digital Downloads through your Store, the images will be delivered in .ZIP format. The contents of the folder will need to be “unzipped” or extracted before being able to view the images.

Most computers will already come with some sort of unzip program, in which case they can just follow a couple of quick steps, and the computer will start the unzipping process automatically.
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On this page:

How to unzip the .ZIP file

Using a Mac Computer

  1. Locate the Downloaded .ZIP file.

  2. Double-click the file. Your Mac will automatically unzip the file so the images can be viewed.

Using a PC/Windows Computer

  1. Locate the Downloaded .ZIP file.

  2. Right-click the .ZIP file.

  3. Select "Extract All" or "Extract Here", and the contents of .ZIP file will be extracted as a normal folder so the images can be viewed

Note: If the computer does not have a built-in program for compressed (zipped) folders, there are numerous free unzip software options that can be downloaded and installed.

Troubleshooting: The folder is still empty after unzipping

If your client has already unzipped the folder, and it is empty, there could be a couple of things happening:

  1. If your images contain special characters, such as "©", "|", "§", "ñ" or an extra "." in the filename, these images may not show up correctly on Windows devices. The default unzipping program cannot read these characters as valid, so the folder is delivered without the files that contain the special characters.

    You can correct this by removing any special characters in the filenames and re-uploading the images to Pixieset without the special characters for your clients to download.

  2. If you are trying to download a Favorites List, and the folder is being delivered to your own computer as an empty folder (0 MB), this is likely caused by the Collection's Download Settings. You may have the Sets within the Collection set up to not be Available for Download, so any images the client selected from these special Sets will not be delivered when you download the List. Simply edit your Download Settings and you'll be good to go!

If the trouble persists, please contact support for assistance from within your Pixieset dashboard or by email to support@pixieset.com.

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