Download Issue

Check if the customers website is listed:

List of common online video sites that support downloading – Wondershare Technology (zendesk.com) 

If not, please proceed to the steps below:

1. Confirm whether the site provided by the user belongs to the Supported Sites or Unsupported Sites based on this list:

KO Products: List of common online video sites that support downloading.

2. If it belongs to unsupported sites, you can directly tell the user that the site is not supported.

3. If the site is not included, go to the link https://www.similarweb.com to check the ranking of that site:

4. If the site ranking is <5000 (within 5000), please collect the necessary information for the download failure issue by referring to this FAQ:
https://wondershare.zendesk.com/hc/en-us/articles/4407091097113

5. If the site ranking is >5000 (over 5000), you can also tell the user that it is an unsupported site; However, if there are more than 3 cases of download failure feedback from this site on the same day, even if the site ranking is not that high, you must escalate the case to the technician.