Having difficulties with your iOS downloads?

Please first check the following:

• Your iPhone, Files app, and Lightroom Mobile are all up-to-date
• You have a strong internet/WiFi connection.
• You're using the FULL Safari browser before clicking your download link.

Other Common Problems:

• Nothing happens when I click the download link

Gmail user? - Sometimes Gmail will offer to "Open in Safari", but the browser never fully launches, requiring you to click on a little blue compass icon to launch Safari. 

Alternatively, you can press down on your link and select "Copy Link", open the Safari app, and then press and hold the URL bar to paste your download link directly into the Safari app to ensure seamless download.

If you do click on your download from the Gmail pop-up browser, or if you download via Google Chrome, the Google apps may still allow you to download your files but will present an "Open in..." pop-up that requires you to  "Open in Downloads", "Open in Files", or "Save to Files": 

However, If you use up all your downloads without saving to Files, please reach out to our support team at support@theluxelens.com to ensure you can download your products.

Downloading from Google Chrome? -  Google Chrome will download your Files, but you will need to follow a few additional steps to ensure you can locate these Files to unzip and use them! 

When you click on your download link in Chrome, a less-obvious pop-up will appear on the bottom of your screen reading "Open in...". Click "Open in..." to view your options: 

 

From your "Open in..." options select "Open in Downloads" to quickly navigate to your downloaded files in the Apple Files app:

If you use up all your downloads in Chrome without reaching this screen, please reach out to our support team at support@theluxelens.com to ensure you can download your products.

Downloading from Facebook or Instagram? -  Download initialization involves a pop-up and is therefore sometimes blocked by browsers. Alternatively, as a result of built-in iOS security, downloads from these pop-ups may not route properly to your Files app. If you use up all your downloads this way, please reach out to our support team at support@theluxelens.com to ensure you can download your products.

No download started? - We recommend copying and pasting your download link directly into Safari. If you already used up all your downloads by repeatedly clicking your link, please reach out to our support team at support@theluxelens.com to ensure you can download your products and troubleshoot any possible issues.

• Downloads being sent to apps other than Files

Unsupported File/Cannot open .zip? - If your files are saving to a third-party app, such as Drive or Dropbox, instead of Apple Files, you may be running into a Apple file management issue in which the third-party app is asserting itself as a default even though it cannot read or unzip your newly downloaded files. Dropbox and Drive will often report your downloads as "unsupported". 

If you cannot send your downloads to Files or access them in Files, the quickest fix for this:

1. Temporarily uninstall the offending app.
2. Return to your secure downloads page.
3. Follow the instructions provided here for installing your presets via the Apple Files app.
4. If desired, re-install the app(s) you uninstalled. 

Alternatively, you may wish to download your files onto a computer, unzip them there, and send them to your iPhone as a possible workaround. Some users simply prefer downloading a third party unzipping app like iZip on their iPhone, if they do not wish to temporarily uninstall the app interfering with the Files process. 

"Files" is nowhere to be found? - Some users are missing the Files app, or have uninstalled the app at some point. In this case, you'll simply want to download the Apple Files app from the App Store. 

• Permissions or Upload Errors 

Unfortunately, while we can provide some troubleshooting suggestions, we are unable to support iCloud errors that occur in the Apple Files app, such as permissions errors or upload errors.

Many of these issues can usually be solved by trying the following. We suggest working through each step:

1. Restart the device
2. Check internet connectivity.
3. Make sure that iCloud sync is active.
4. Make sure that local and cloud storage are not full. 

If you continue to experience iOS file management, permissions, or upload errors, we recommend reaching out to Apple support. 

Alternatively, you may wish to download your files onto a computer and send them to your iPhone as a possible workaround.