Loader Download Limit

Users may occasionally reach the download limit for the loader due to multiple download attempts. This often occurs when an antivirus program interferes with the download, identifying it as a false positive. This guide outlines the steps for support team members to reset the download limit and advise users on how to prevent this issue in the future.

Steps for Support Team

1. Reset Download Limit:

   • Verify the user's account and the specific error message they received about reaching the download limit.
   • Reset the download limit for the user’s account from the admin panel.

2. Advise on Antivirus Exclusion:

   • Inform the user about the importance of excluding the loader from their antivirus software to prevent false positives and future download limit issues.

Ticket Template

Hello @user,

We've noticed you've reached the download limit for the loader. Not to worry, I've gone ahead and reset your download limit so you can proceed with downloading the loader again.

To prevent this from happening in the future, we recommend excluding the loader from your antivirus software. This action is necessary as antivirus programs can mistakenly flag the loader, causing unnecessary download attempts and reaching the limit.

Here's a general guide on how to exclude files from your antivirus:
1. Open your antivirus application and navigate to the settings.
2. Look for the exclusions section.
3. Add the loader file to the list of exclusions.

For detailed steps specific to your antivirus, please consult the help section of your antivirus program or their online support.

If you need further assistance with setting up the exclusion or if there are any more issues, please don’t hesitate to reach out.