Digital Download after purchase fails

-- url of the page with the problem -- : jesusdelivers.com
-- HikaShop version -- : HikaShop Business: 2.6.3
-- Joomla version -- : Joomla! 3.6.2
-- PHP version -- : 5.5.36

Hello,

I have a product that is a compilation of 16 downloadable mp3 files.
After ordering the customer receives a confirmation email but cannot download the files. He receives this

The requested URL /online-store/order/download/ file_id-XXXX/order_id-XXX/email- address@emailcom was not found on this server.
Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request."

---

When I look at his order it seems ok, the links will work and I can download the files.
I created a test order and was able to confirm that there is a problem though it shows differently for me.
When I click on the download links from the confirmation email I am taken to the Login screen and if I login and click on the link it takes me to a Log Out screen.

Our hosting provider has recently moved us to another server and I wonder if this has not caused the problem. Either way could you give me some insight as to how I might go about solving this problem

Many Thanks

Lord Bless
Colin Chong

When you have a download link with the email address, it means that the order was made as a guest checkout.
And you said that when you tested, you had to login, so I assume that you didn't do a guest checkout and instead you logged in for your purchase.
That's probably why you get a different behavior. Can you confirm ?

* Yes, that is correct

Also, a download link for a guest purchase can be used by anyone. So if you use the link that the customer received, does it work ? Do you get the same error ?

* I get the same error

You said that your link worked when you looked at the order. Do you mean that the link you tested was the link from your backend, not the link from the email of the customer ?

* Yes, I was testing from the back-end to make sure the files were accessible

In the link you provided, there is a space between the - and the email address. That's not normal. Is that something you added ? Or does that come from the email of the customer in the order ? That might explain the problem.

* When I posted my question I altered the email address of the client so that it did not show and introduced that space.

Do everyone has the same problem with download links as guests or only this one user ?

* This is the first problem I have seen with guest downloads but I will do a test order as a guest and post the results

Also, the message says "while trying to use an ErrorDocument to handle the request". Could you check the PHP error log of your website for any fatal errors with the date and time corresponding to your tests ?[/quote]

* I will take a look for this

Thanks

I created a guest order and those links worked fine so I have to conclude that it is just this client that has an issue.
He registered on the website after he made the order as a guest so that maybe were the problem comes from

I just sent his order confirmation to my address and the links don't work. I am directed to Login
Can I fix this? Would be nice to know what caused the problem to avoid it in the future
Or should I recreate an order for him and send the confirmation to him?

The customer ordered the product as a guest and them registered on the website.
Would this have caused this problem?

I have had another of these 404 incidents with this error
Not Found
The requested URL /online-store/order/download/file_id-880/order_id-102/email-someone@hotmail.com was not found on this server.
Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.

I tried to recreate with a guest checkout but was unable to replicated the error.

I am going to look at reconfiguring my cart as it's a bit clunky and might be somehow be the problem. Wouldn't mind any insight that you might have though...