Troubleshooting Common Issues with your Purchase

Troubleshooting Common Issues with your Purchase

In an effort to provide you an easy resolution to common technical issues that may arise with your purchased project(s), we’ve provided some resources below that we hope will help.

Just click on a topic to learn more! We also offer other helpful resources you can use to troubleshoot project issues in this section of our Help Center.

File will not open in my program.

First, make sure you have unzipped your project. Since all Stoor project are provided as ZIP files (compressed files), you must first unzip the file in order to use the project. 

If your project is already unzipped, but you’re still having trouble opening the file, please make sure you’re opening the file in the correct program on your computer. Here are some common file types found on Stoor and the corresponding programs that are typically used to open them:

  • RVT – Autodesk Revit
  • DWG – Autodesk AutoCAD
  • PLN – Graphisoft ArchiCAD
  • IFC, BCF – BuildingSmart OpenBIM Standards open in several programs
  • PSD – Adobe Photoshop
  • DOC, DOCX – Microsoft Word
  • PPT, PPTX – Microsoft PowerPoint
  • CYP, DBD, DBZ, IDX – Cype Arquimedes
  • TM – Twinmotion
  • PNG, JPG – pictures, visible on all computers
  • PDF – visible on all computers

For more detailed information about these files and these compatible programs, check out our File Type FAQ page.

I do not have the program for the project I purchased.

We recommend that you review the project description written by the studio owner very carefully before you purchase. Many studio owners clearly describe what software is required, right in the body of their listing description. Also, pay particular attention to “File Types” and “Requirements” in the project specifications column on the right side of a project page (boxed in red below). This shows important information about file types and software compatibility.

Many studio owners include User Guides or “Read Me” files that will get you started after you download the project. Make sure to review these to learn how to work with your new purchase! 

If you’re still unsure what you’ll need, we recommend that you contact the studio owner directly from the studio page by clicking the Email address just below the profile picture.

If you don’t have the specific software required to use the project, you may be able to download a free trial. Below are some links to free trials of the most commonly required software:

The project is not working the way it’s supposed to.

It’s always disappointing when a projectt doesn’t work in the way you expect! If you’re having a technical issue, 9 times out of 10 the studio owner is able to resolve your technical concern, so you should contact the studio owner directly to get your specific question answered. Do this by sending them a private message by clicking on the Email address on their studio page or posting in the “Questions and Answers” section of the project page. 

Note: Most studio owners sell on Stoor part time, so they may take a few days to reply. Please note: If we contact them on your behalf, it increases the time to reply to you. However, if you don’t receive a response in a couple of days, please feel free to contact Support.

ZIP file cannot unzip or is corrupted

There are a couple things that could be causing the issue. Here’s some things to check:

  • What size is the original file? Make sure the downloaded file is the same size as the original project file. If your downloaded file is smaller, your file probably did not download correctly.
  • I’m getting a cpgz or part file. This signifies an incomplete or partial download, and we suggest that you try downloading the file again. 
  • File is the correct size, but it is corrupted. If it is a large file, there may have been a download error that occurred. Please try downloading the file again and consider using a download manager to avoid more issues.
  • I get a RAR or 7z file. If this is the case, you will need a special extractor, which you can download free here: Windows | Mac
I’m having trouble downloading the project

If you’re having trouble downloading a project from Stoor, we recommend you try these tips to troubleshoot the issue:

  • It might help to use a download manager, which would allow you to pause/resume downloads and minimize other download issues:
  • Make sure your network connection is not lost at any point during your download. Sometimes the network connection may be lost if your computer goes to sleep, which may result in a corrupted .zip file, or a .cpgz or .part file (signifying an incomplete or partial download).
  • Restart your browser. Sometimes a quick restart helps clear up any blocks and allows for faster downloads.
  • Clear your browser’s cache and the Stoor cookie and try the download again.
  • Alternatively, log in using a different browser, trying the download again.
  • Please make sure you do not have ad blockers, an anti-virus program like Kaspersky, or a firewall switched on while using Stoor. We’ve received reports from our customers that these tools often block downloads and prevent certain actions on the site.
  • If you’re downloading the file at work, verify that your IT Department allows .zip downloads. Sometimes a corporation’s zealous IT security settings can cause issues on our site or even block downloads.
  • Please verify that your Internet service plan facilitates downloading large files. We typically recommend internet download speeds of at least 6-12 MBPS to browse our site, while download speeds of 20 MBPS or more are ideal for the smoothest downloading experience. Additionally, it may help to avoid using a shared connection (such as a library or coffee shop), as these lower-bandwidth areas may result in a less-stable connection or slower downloads.
  • Finally, saving the purchased project to your Google Drive folder may help.

Please let us know if none of these tips work. We’d be happy to further assist you!

NOTE: If you purchased a large project, it might exceed our studio owners’ project upload limit. In these cases, the seller has probably provided download links in a .txt or PDF file that will direct you to download the project from a third-party host, such as Dropbox or Google Drive. If you’re having trouble with the link(s), we recommend that you contact the studio owner right away, as they have the most control over the link(s). However, please note that a seller cannot control your internet connection speed, so if you’re still having trouble downloading, we’d be happy to continue working with you to provide an alternate solution.

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