Use this article if you cannot download a file, the Download option is missing, or the file downloads in a different format than expected.

Download option is missing

If you are not sure whether you have download permission, see Check your download access for a file.

Download error appears

If an error message appears when you try to download a file, take a screenshot that includes the error message and your browser's URL bar. Share the screenshot with Datasite Support for further assistance.

Download does not start in Safari

Safari can block pop-ups that are required to start a download.

1. Check the Safari pop-up settings for Datasite.
2. Allow pop-ups.
3. Try the download again.

File downloads in an unexpected format

Your role might use the Watermarked PDF download option. When this option applies, supported files are downloaded as watermarked PDFs instead of their native file format.

If you need the original file format, contact your Project Admin. A Project Admin can allow native file download for an individual file.

For information about Native File, Watermarked PDF, and Revoke Access Control download settings, see Download options.

Download instructions

If the Download option is available and you need instructions for downloading files or folders, see Download folders or files.