esolch,
When I opened the case because I couldn't save or download the World White Paper spreadsheet, I selected Customer Care but was first contacted by a Global Support analyst who eventually realized the case did belong with CC. I sent CC the same print screens I sent to GS originally. Here's his reply:
"I tried that link both inside and outside of the Firewall/network and it was able to load both times.
I can only assume its something on your PC, either in your IE settings, or MS office settings.
You would need to speak with your help desk for these issues as we can only support the website, not a workstation.
I can recommend to make sure your IE is current on updates and also uses all standard settings.
Regards,
Mark Harris
Support Analyst
Oracle Global Customer Care
1-800-477-5738 Option 2"
When I told Mark that our network guy (who said it wasn't our settings blocking the download) couldn't download the doc even from outside our firewall, Mark told me to check that I could open other xls files through IE. (I could.) "Something on your end is stopping it, it could anything from a IE setting, to something in Office."
When I said there were 5 other World customers encountering download problemss, he said,
"I do understand that some people have issues downloading from the website, but with many different systems or security options it will be an issue.
I have seen admins block customers from storing cache or even cookies.
We about 300,000 unique downloads a day from the Support area, where Customers are downloading solutions, word docs, or anything else.
If you would like me mail you any attachment that you need, please let me know."
Thank you ALL for your responses! When my next download fails, I will immediately ask for an email attachment.
Debbie