--- metadata: - name: generator content: Diplodoc Platform v5.55.2 alternate: - https://www.yandex.com/support/yandex-360/customers/disk/web/en/actions-files/troubleshooting.md - href: https://www.yandex.com/support/yandex-360/customers/disk/web/en/actions-files/troubleshooting.md type: text/markdown title: Markdown version - href: https://www.yandex.com/support/yandex-360/customers/disk/web/en/llms.txt?revision=r20833939 rel: describedby keywords: "low download speed when downloading files from Yandex\_Disk" --- > **Documentation Index:** Fetch the complete configuration index at https://www.yandex.com/support/yandex-360/customers/disk/web/en/llms.txt?revision=r20833939 # Problems with files ## Files won't download {#cant-download} When using Yandex Disk, some of the following issues might occur: buttons stop working, page elements don't load, photos don't open, files fail to download, or the browser reports an error. Why this happens and how to fix it: **Public file downloads are restricted**   : If a [public file](https://www.yandex.com/support/yandex-360/customers/disk/web/en/share/sharing.md) was downloaded many times during the day, the download limit is activated, and the download may be restricted for a day. If you don't want to wait, save the file to your Yandex Disk using the **Save to Yandex Disk** button. To download public files without restrictions, [activate any Yandex 360 plan](https://yandex.com/support/yandex-360/). {% note info %} You can only download folders that contain less than 500 files or are not larger than 5 GB. Download folders that are larger than 5 GB via the Yandex Disk desktop application following the [instructions](download.md). {% endnote %} **The file owner has disabled downloads**   : If the file owner selected the **Disable download** option when creating the link, you won't be able to download the file or copy it to your Yandex Disk. The file can only be viewed from the public page. Ask the file owner to create a link that allows file downloads. **The browser doesn't display the page correctly**   : To reduce traffic consumption, the browser saves copies of visited pages in the cache. When you view these pages again, the browser may load them from the memory. If you change the file name in the [desktop application](https://yandex.com/support/disk-desktop) and the browser loads information about this file from memory, you will see an outdated file name.   Try refreshing the page to load its updated version. If the problem persists, clear the [browser cache](https://yandex.com/support/common/browsers-settings/cache.html) and delete [all cookies](https://yandex.com/support/common/browsers-settings/browsers-cookies.html). **Extensions block Yandex Disk**   : Yandex Disk may work incorrectly due to browser add-ons and extensions. To check if this is the case, temporarily disable them. If Yandex Disk is working incorrectly because of an ad-block or an antivirus extension, add Yandex Disk to the list of exceptions for that extension. **Data blocking enabled in the browser**   : Follow the instructions for your browser to disable data blocking: {% cut "Yandex Browser" %} 1. Open your browser settings. 1. Go to **Websites**. 1. Scroll down and click **Advanced site settings**. 1. Scroll down to **Cookies**. 1. Disable **Restrict third-party cookies**. {% endcut %} {% cut "Mozilla Firefox" %} 1. ****Open the browser settings. 1. Go to **Privacy & Security**. 1. Scroll down to **Cookies and Site Data**. 1. Click **Manage Exceptions...**. 1. In the field **Address of website**, enter `https://disk.yandex.com/client/disk`. 1. Click **Allow**. 1. Save your changes. {% endcut %} {% cut "Google Chrome" %} 1. Open your browser settings. 1. In the left menu, select **Privacy and security**. 1. Go to **Site settings** and click **Third-party cookies**. 1. ****Disable it. {% endcut %} {% cut "Opera" %} 1. Open your browser settings. 1. Go to **Privacy & security**. 1. Open **Site settings** → **Third-party cookies**. 1. ****Disable it. {% endcut %} {% cut "Edge" %} 1. Open the browser settings. 1. Go to **Cookies and site permissions**. 1. Under **Cookies and site data**, you'll see the option **Block third-party cookies**. 1. ****Disable it. {% endcut %} {% cut "Internet Explorer" %} 1. Open the browser properties. 1. Go to **Privacy** and click **Advanced**. 1. Under **Third-party cookies**, select **Accept**. 1. Save your changes. {% endcut %} **You are using an outdated browser**   : An outdated browser may not support the technologies used for fast and convenient page loading. Install the latest version of your browser. **Your Internet connection is affected by an antivirus, firewall, or proxy**   : Yandex Disk may work incorrectly due to an antivirus, firewall, or proxy server. To check this, temporarily disable them. If Yandex Disk isn't working properly because of an antivirus or firewall, add Yandex Disk to the antivirus or firewall's exceptions. **The internet connection slowed down**   : Check your connection speed at [yandex.com/internet](https://yandex.com/internet). Close all tabs in your browser except Yandex Disk. Turn off applications that use the internet and refresh the page. ## Files do not open or are broken {#encrypted-files} If your files on Yandex Disk don't open and there are duplicates with suspicious extensions, it is likely that your computer is infected with an encryption virus. Such viruses modify all files on the computer. As the Yandex Disk program syncs the changes, files were changed on the Yandex Disk server as well. Unfortunately, Yandex Disk can't distinguish between the actions of a virus and a user. To restore files: 1. Please check your computer for viruses with free anti-virus programs such as [CureIt!](https://free.drweb.com/cureit) from Dr. Web or [Virus Removal Tool](https://support.kaspersky.com/us/kvrt2015) from the Kaspersky Lab. 1. Change your password in the [Yandex ID](https://passport.yandex.com) settings, link your [phone number](https://passport.yandex.com/profile/phones) to the account, and change your security question and answer. It's better to do this after the virus scan. 1. Try searching for files in the [Trash](https://disk.yandex.com/client/trash). If the virus deleted the original files and replaced them with broken ones, the original files might be found in the Trash on Yandex Disk. If it has been less than 30 days since the virus activated, files may still be in the Trash. 1. If the original files are not in the Trash, most likely, the virus didn't delete but encrypted them. Try restoring old versions of encrypted files from the [version history](https://www.yandex.com/support/yandex-360/customers/disk/web/en/version-control.md). If there are no old versions in the version history, it's impossible to restore the files.
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