When clients download an entire Collection, the images are saved within a .ZIP file. Once the .ZIP folder has been downloaded, clients will need to unzip, or "extract" the contents of the folder before being able to view their images.

This is super simple to do!

On a PC/Windows computer, they simply need to right-click on the .ZIP folder and select 'Extract All' or 'Extract Here'.

On a Mac, double-clicking the .ZIP folder will automatically unzip the folder for them.

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 machines. 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.
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If the problem persists even when your files have no special characters, please contact support.

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!