If you ever have issues with Downloadable Products, this article will help you through it. Downloadable Products would be items such as MP3s, Images, or Documents such as PDF's. 

Applies to Version(s): 3.7.X - 3.8.2r2 (or Current)


How to Troubleshoot Downloadable Products.

In the instance downloadable products are not working there are a few things you can do to troubleshoot the issue.

First, verify the file is located in the content/download folder. While you are here, verify that the file name does NOT contain spaces. If it does rename the file to replace all spaces with _ underscores.

Example of File Name with lower case and use of Underscores "_":


What the file path will look like from your cart:

Note: You can upload via FTP or Directly through the cart but you won't see the images in File Manager within the Admin of the cart

Exmaple of your file manager and path of Download folder:

Example of what FTP will look like when you upload and where:

Example of what it looks like when creating the File Path for the Download or directly uploading from the Product Level:

Now login to your admin area. Under manage products find the digital download you are working with. Double check that both "Is this a digital download?" is checked and that the correct file name is included in the box.

Note:If the file is located within the /download folder and is not in a subfolder all you need to enter is the filename, ie 'my_first_double_platinum_single.mp3' - In the instance it is nested within a subfolder you would specify that here by including the subfolder path, ie ' /my_first_album/my_first_double_platinum_single.mp3' -

 If you have verified that the file name contains no spaces, is selected as a digital download, and the file path is inserted correctly and you still cannot get the digital download to work please contact technical support for further assistance.

Links to Related Articles.

None at this time.

If you didn't get your question answered, please contact the Pinnacle Cart Support Team. To submit a ticket, go to the My Account drop-down menu at the top right of the admin area and select Support.