Courtney Huber

Same issue, Mike. Seems to be after a few downloads and not consistently happening with all users.

Thanks for the update and follow-up, Tanvir.

Checking in again…we are on version 6.3.6 and still experiencing this issue.

Checking in again…been over a month since the last reply. I was able to provide some insightful info after further testing. Can you confirm that you received and that this is still being looked into please?

Hi there…checking back in. Haven’t received an update in some time.

Any updates on the further info I was able to provide?

That’s what I assumed, but wanted to check. Thank you!

We are wondering if packages are somehow associated with how many user access levels are applied to it (i.e. Full Active, Basic, etc). So if the resource has three profiles associated with it then it would report as 3 even though a user visited that specific resource once.

Just checking in again…any update on this issue that seems to still be occurring?

Tanvir,

We were able to test the download limit this weekend – below is a summary of the actions that we took and what the download limit stated after each step.

In summary:
• The download limit is not working as expected (looks to be counting in 3s and only for previews and not official download of file)
• It counts for some resources but not others
• I was never notified that I reached limit – just presented with corrupted file on preview screen

I have now deactivated the plugin as I have completed my testing. See screenshot of steps taken for visibility on the issue: https://proofs.advisorsexcel.com/2023/weekly-dbr/i/download-limits.png

No specific procedure, no. Just that we were getting contacted by users saying they were hitting limits (and the limits were showing as hit). But when we would check the download history of that user, it would show they had downloaded a lot less packages than the download limit that was set. Those two stats don’t seem to match each other.

I know you are assuring me it only counts downloads, but I have clear evidence with a specific user who reached out because the site was saying he hit his limit of 90 downloads, but when we check his download history, there’s only 1 download for the day. He did go to a lot of package pages and previewed them with the PDF viewer embedded on the page though. Any chance these 2 are conflicting? We just are not seeing a clear reason on our end for why people are limiting out because the data doesn’t show that they should be.

Hi Shahjada, we are running version 6.3.5 and are still seeing issues with guest users showing up in our reporting despite not having any guest users or users with no role assigned on our site. The numbers have decreased, but it does still seem to be an issue with an average of 100 downloads per day showing up coming from guest users. Is this something you’ve continued to see?

I can work around that issue if needed. The bigger problem right now seems to be that the plugin isn’t quite doing what it is supposed to. I’ve got internal employees accessing downloads on our site who should have 30, 50 or 80 available downloads depending on how many user roles are assigned to them, but they are running out of downloads each day even though they haven’t downloaded 30, 50 or 80 things. Reseting the limit allows them to start back at 0, but we are having to manually reset them daily because it is showing they are reaching limits, but when we run a report of that users downloads, they aren’t showing that they have downloaded anything. Is this a known issue?

Thanks, Tanvir. This does meet my need. However, it looks like if I had a user set to more than one user role, it adds the download limits for those roles together. So say I had someone set as a subscriber with a download limit of 15 and as an editor also with a download limit of 15, it gives that user 30 total downloads for the day. Is there any way to avoid this?

Thanks all!

Thank you! Although, is there any other way that’s more permanently on the dashboard and doesn’t require hovering?

Thank you, Nayeem.

Sounds like this is a wider spread issue if others are experiencing. Would really appreciate an update as we haven’t received any correspondence in over a month now.

Hi Shahjada, checking in again. Been looking for an answer to this for almost 2 months and haven’t had any update or response in a month. This reporting ability is core to our business and we really need to be able to accurately see which users are downloading what.

Hi Shahjada, any update on this?

Thank you for the update.

Hi there. Wanted to check back in. It seems like this issue continues to grow despite no changes on my end. In speaking to our Content Manager, she said she used to pull reports of downloads by user and only had a few lines of “Guest” that she would just remove. Her latest export showed 765, so they are increasing even though we are using SSO and all users have access levels assigned.

Our Content Manager did mention that when she looked at the backend after downloading things herself, it appeared that it would show her name once or twice, but every download she did after that would show as “Guest” even though she knew it was her. Seems like that is a trend where there will be 2 downloads from the same person followed by several “Guest” downloads. Knowing that, it seems like a glitch within Download Manager and not something that I have done.

Thank you. Yes, we have users set up with roles and all of our packages have roles assigned, so it seems odd that this information isn’t populating and seems to recently have become a more widespread issue than previously.