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Steinberg Download Assistant shows error message when trying to download a product

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Problem

In some cases, the Steinberg Download Assistant may display an error when trying to download a product.

Steinberg Download Assistant - Error.png
Steinberg Download Assistant - Error
An error occurred while downloading 'product name'. Please try again later.

 

Background

With Steinberg Download Assistant 1.36.3, we also updated the downloader component Aria to the latest version. Research on errors suggested that issues may occur with Internet Protocol Version 6 (IPv6).

Solution

  • Option 1 (recommended)

    Edit Steinberg Download Assistant properties

    This is the preferred solution:

    • Open the Steinberg Download Assistant.
    • Press the following key combination: Ctrl + Shift + Alt + P
    • A file called application.properties should open.
    • If the file contains the following line „# aria2c.disableIpv6=true“, remove the „#“ in the beginning. If the line is missing, add a new line „aria2c.disableIpv6=true“.
    • Save the file application.properties and restart the Steinberg Download Assistant.
    • Check if the error can be reproduced. Previously failed downloads may have to be cancelled and restarted.
  • Option 2

    • Adjust network adapter settings

      Please perform this workaround only if the first option did not solve the issue.

      If you use this method, IPv6 functionality will be disabled on the whole system, and some programs and Windows components that rely on IPv6 might not work correctly. So, make sure to revert the change after downloading via the Steinberg Download Assistant.

    • Windows 7 | Windows 8.1 | Windows 10
      • Right-click the network icon in the taskbar and select “Open Network & Internet settings.”
      • Open the “Network and Sharing Center.”
      • Click on your network adapter (your active connection).
      • Select “Properties.”
      • In the list that appears, uncheck “Internet Protocol Version 6 (TCP/IPv6)”.
      • Click “OK” and close the window.
    • Windows 11
      • At the bottom of your screen, click the magnifying glass icon to open search.
      • Type “Network Connections” into the search bar and open the matching result.
      • Find your network adapter, right-click on it, and select “Properties.”
      • Uncheck “Internet Protocol Version 6 (TCP/IPv6)” in the list.
      • Click “OK” and close the window.
    • macOS
      • Open System Preferences by clicking the Apple logo () in the top left and selecting “System Preferences.”
      • Go to “Network.”
      • Select your active connection from the list on the left (like Wi-Fi or Ethernet).
      • Click on “Advanced…” or “More Options…” in the bottom right.
      • Go to the “TCP/IP” tab.
      • In the “Configure IPv6” dropdown, select “Off” or “Manually” (depending on your macOS version).
      • Click “OK” and then “Apply” to save your changes.
  • Option 3

    Contact support

    If the error persists, please submit a support ticket and attach the Steinberg Download Assistant log files. You can find the files under the following paths:

    Windows

    C:\ProgramData\Steinberg\Download Assistant\Logs\
    C:\Users\USERNAME\AppData\Local\Steinberg Download Assistant\logs

    macOS

    /Library/Logs/Steinberg/Download Assistant
    /Users/USERNAME/Library/Logs/Steinberg/Download Assistant

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