Some customers purchasing digital downloads are get the error message that there are no files

[AcaciaNorthPrintable]

I've sold several digital downloads in my shop. Many of my prints are too big to upload as one of the 6 files I can attach so I compress the files into a zipped folder (I am using a Mac). I've had 4 people reach out saying that when they try to extract the files from the zipped folder containing their digital purchase, they get an error message saying there are no files inside. This is not happening to everyone who has purchased that listing. And it has happened on different listings. I'm wondering if it has anything to do with me using a mac and them using a windows PC? Help, I want to provide a seamless experience in my shop, but I don't know why this is happening. Has anyone had this same issue and what have you done to fix it?

My shop is acacianorthprintable.etsy.com 

[NanaLetha]

Are they using the app instead of a browser?

[AcaciaNorthPrintable]

The few I've talked to said they were on their computer. Wondering if it is because I use a Mac and they are on a different type of computer. When I download the file and open it all the files are there???

[NanaLetha]

@AcaciaNorthPrintable  - I use an iMac to work on my shop - no problems with people downloading their files unless they are trying to use the app. 

[BagmakerSupply]

@AcaciaNorthPrintable    Unless you are zipping the file using an Apple proprietary format, any operating system should be able to open the file.

[AcaciaNorthPrintable · Accepted solution]

Thanks for your responses. I asked a friend to look into it for me and it turns out I was saving my documents using a special character ( | ) in the file name that only opened on Macs, but not on PC computers. I went back and renamed all my files and have not had problems since.

[thelittledabbler]

I'm not having the issue specifically with zipped files, but I am having customers saying that there are no files at all when they go to download. And when I attach PDFs to convos for them to download, it will not let them. For a period of about three months, I had to email directly files to customers for 2 out of every 3. Something I think is broken within Etsy itself. 

[AcaciaNorthPrintable]

Oh no. Could it be something to do with the file name like it was for me?