Your Internet connection was dropped while your PC was downloading the software.
There are a number of reasons why your Internet connection may have dropped, including: Other programs running, someone calling on call waiting, your Internet connection timing out, an improperly set up modem, our servers being swamped, problems at your Internet ISP, noise on the line, or other reasons. It is difficult to know the exact cause of this type of problem, because there is no obvious error message.

Our advice:

A. Close all other programs. When other programs are running concurrent to downloading, there's "competition" for processor activity and time on your computer. This can cause problems with downloading.

B. Turn off call waiting (*70) before you reconnect to the Internet. Then try it again.

C. If it still happens, and you are using a dialup modem to connect to the Internet, check your Internet connection timeout option. Go to Start>Settings>Control Panel>Internet Options>Connections tab>Settings button>Advanced button. Make sure the option called "Disconnect if idle for ______ minutes" is UNchecked. (Your computer may "think" a long download is just a long idle, with no mouse or keyboard activity, and disconnect you if you have this option checked.)

D. If you still keep getting disconnected, and you are using a dialup modem to connect to the Internet, check to see that it is set up optimally to handle large downloads reliably. Here is how to do that:

Go to Start>Settings>Control Panel>Modems>General tab. Select the modem driver then select the Properties button. At the top of the Modem Properties page, click on a tab called Connections. Then click on the Port Settings button and it will bring up another window that allows you to change buffer sizes. As the dialog box describes, a lower setting is more reliable but slower; a higher setting is faster but less reliable. Change the Receive Buffer to a lower setting to reduce the possibility of being disconnected.

E. If you are using a dialup modem to connect to the Internet, and none of the above solves your connection problems, you may need to make sure the driver (the software that controls the modem) you are using for your modem is the appropriate driver, and the most current driver for your modem. (Having a new PC is no insurance that you have the best modem driver, even if it connects to the Internet for routine email and browsing just fine.) Here's how you can check this and fix it:

In your Start>Settings>Control Panel, double click on Modems. Select the General tab and check to see if your modem is listed as "standard". If it is listed as standard, your computer is using a generic driver for your modem. You may achieve a more consistent operation of your modem if your system is reconfigured so that it is using a driver specific to your modem rather than a generic driver.

i. To change the modem driver simply add a "new" modem by clicking the Add button . Click Next to let Windows find your modem. If it selects the standard modem click the "Change" button. Select your modem's manufacturer from the list on the left, then select your specific modem from the list on the right. If your modem is not on the list, you may need to go to the manufacturer's web site to download the latest drivers.

ii. Once your modem is installed with the appropriate drivers "remove" the old modem by selecting the old driver then clicking the remove button.

F. Retry it. If it still happens, try it when our Web site is not so busy. In other words, avoid the peak times of 5:00 am to noon, Pacific Time.

G. If that doesn't do the trick, try another phone line, or even another computer.