View Issue Details

IDProjectCategoryView StatusLast Update
00033293 - Current Dev ListBugpublic2019-10-21 16:31
ReporterK7ZCZAssigned ToWA9PIE 
PrioritynormalSeverityminorReproducibilityhave not tried
Status assignedResolutionopen 
Product Version 
Target VersionFixed in Version 
Summary0003329: Download link in trial email has confusing behaviour
DescriptionThe email sent to customers when requesting a trial key has a link to download the software. That link ends up opening the trial request form again, which is quite confusing. I expect many users won't notice that it's also downloading the software from that link.
Steps To Reproduce1) Visit trial.hamradiodeluxe.com
2) Enter the data required to get an email with a trial license
3) Get back to your email application and open that email
4) click on the "click here" link to download the product
5) I end up at the form from Step #1 again
BUG#1) But also, the application surprisingly starts downloading. I think it would be better to give a clear and positive indication to the user that they're downloading the package.
TagsNo tags attached.
ModuleWebsite
Sub-ModuleAppearance/UI
TestingNot Started

Activities

WA9PIE

2019-08-13 22:58

administrator   ~0008402

Last edited: 2019-08-13 22:59

View 2 revisions

The link in the email is a direct link to setup.exe (https://downloads.hamradiodeluxe.com/setup.exe). I think that's the right approach for helping them download the file as it avoids sending them to a download page where they may not be clear on which file to download (though there's only one application on that page to download, some folks aren't certain whether it's for the trial or for the full version; of course there's no difference, but folks get confused about this). So suggesting we leave this as-is.

As a result, when the customer clicks on this download link, it goes back to the browser (for whatever page it was on previously) and begins the download. If the last tab open in the browser is https://trial.hamradiodeluxe.com, then yes, the behavior you've described is what will happen. But it's not because we're sending them back to the trial page. If the user had closed that tab, went to any other website in that tab, or closed the browser all-together, then it would have either gone back to the last tab viewed or opened a browser to do the download.

I tested this from Gmail opened in a browser. When I clicked on the link, it simply downloaded the file in the same tab where I was viewing Gmail. You may be using an email client (Outlook or whatever).

I do have some choices here (image attached) for the "Target frame" associated with that hyperlink. They are:
- New window
- Parent frame
- Same frame
- Whole page

I tried all these (again, reading my email from Chrome). I got the same result in all cases. That is - if a browser is open, it creates a new tab for the download, closes it, and then goes back to the previous page; current behavior. I'm not sure I can change this.

I've left it set to "New window". If this isn't sufficient, then this issue could end up in the "not fixable" category.

I'm having the system send the trial key email to K7ZCZ for evaluation.

I don't think there's any way to force the trial key page to close after making the trial key request.

K7ZCZ

2019-09-16 19:43

administrator   ~0008557

I don't have a copy of the email. Can it be sent again? Please let me know which address it is being sent to, so I know where to look.

K7ZCZ

2019-09-24 20:37

administrator   ~0008644

Dunno when or if it was sent, but I still haven't received an email.

WA9PIE

2019-10-13 09:22

administrator   ~0008799

If you're trying to do a trial, the email address radio@blaszczak.com has a permanent key.

We could start the whole sequence from scratch if you'd like to begin with only a trial key. I'd need to delete your permanent key associated with radio@blaszczak.com.

Let me know.

K7ZCZ

2019-10-13 10:31

administrator   ~0008802

Whatever works.

WA9PIE

2019-10-13 10:39

administrator   ~0008803

Ok. Just to start from the beginning, I deleted your permanent key.

You can go ahead and try the trial link and see what the email looks like at this point - https://trial.hamradiodeluxe.com

K7ZCZ

2019-10-13 13:16

administrator   ~0008809

I don't see a change in behaviour. What is expected to be different?

Here's what happens:

1) I received an email from "sales@hrdsoftwarellc.com".
2) It had a link that says ">>click here<<"
3) So, I clicked it. My browser opened to my default home page, and the file started downloading.

The experience seems a bit odd because I don't first see a page with any information about what I'm downloading; I never see an HRD-related URL in my browser. The download UI in my browser starts working, but it's kind of subtle and it's pretty easy to assume that the link just went to whatever my homepage is. Since my home page isn't related to HRD, why would I expect it to start downloading anything?

Most software I download in response to an email doesn't work this way. Instead, the email link goes to a download page at the web site of the vendor. The page explains what I'm about to download, maybe gives more information, like an hash so I can verify my download is legit and uncorrupted. Most importantly, the explicit step of downloading from the browser helps the user know that the download is starting.

K7ZCZ

2019-10-13 14:34

administrator   ~0008812

Last edited: 2019-10-13 14:35

View 2 revisions

This morning, I had to re-enter licensing information for my dev machines, including my VMs. Was it because my permanent key was deleted for this issue? Seems like we should find a mechanism for testing that's less invasive to the rest of my work.

Actually -- it's worse than that. I'm now able to run the product on one machine and none of my VMs. This leaves me completely stuck.

WA9PIE

2019-10-13 16:33

administrator   ~0008815

The email address you provided me was radio@blaszczak.com. That's the only one I removed so you could start the trail process from scratch.

There's absolutely nothing I can do to change the email. This ultimately ends up in the "can't fix" category. I've tried all (four) of the options and none of them result in what you're looking for.

K7ZCZ

2019-10-15 09:08

administrator   ~0008821

Is the URL of the link in the email not under our control?

WA9PIE

2019-10-15 16:20

administrator   ~0008824

I do have some choices here (image attached) for the "Target frame" associated with that hyperlink. They are:
- New window
- Parent frame
- Same frame
- Whole page

I tried all these (again, reading my email from Chrome). I got the same result in all cases. That is - if a browser is open, it creates a new tab for the download, closes it, and then goes back to the previous page; current behavior. I'm not sure I can change this.

I've left it set to "New window". If this isn't sufficient, then this issue could end up in the "not fixable" category.

K7ZCZ

2019-10-15 21:07

administrator   ~0008826

I'm asking about the actual URL, not the target. And the issue isn't for users reading from a browser; it's for users reading from a mail client. I'm suggesting that the URL be changed to link to a download page instead of linking to the file directly because the UX is pretty crummy in the current state. Changing the target doesn't help the experience because there's no existing browser window open; the browser might not even be running.

But if you don't want to fix it, that's fine.

Issue History

Date Modified Username Field Change
2019-06-05 19:24 K7ZCZ New Issue
2019-08-13 22:58 WA9PIE Note Added: 0008402
2019-08-13 22:59 WA9PIE Assigned To => K7ZCZ
2019-08-13 22:59 WA9PIE Status new => feedback
2019-08-13 22:59 WA9PIE Steps to Reproduce Updated View Revisions
2019-08-13 22:59 WA9PIE Note Edited: 0008402 View Revisions
2019-09-16 19:43 K7ZCZ Note Added: 0008557
2019-09-16 19:43 K7ZCZ Assigned To K7ZCZ => WA9PIE
2019-09-20 23:29 WA9PIE Assigned To WA9PIE => K7ZCZ
2019-09-24 20:37 K7ZCZ Assigned To K7ZCZ => WA9PIE
2019-09-24 20:37 K7ZCZ Note Added: 0008644
2019-09-24 20:37 K7ZCZ Status feedback => assigned
2019-10-13 09:22 WA9PIE Assigned To WA9PIE => K7ZCZ
2019-10-13 09:22 WA9PIE Note Added: 0008799
2019-10-13 10:31 K7ZCZ Note Added: 0008802
2019-10-13 10:31 K7ZCZ Assigned To K7ZCZ => WA9PIE
2019-10-13 10:39 WA9PIE Note Added: 0008803
2019-10-13 10:39 WA9PIE Assigned To WA9PIE => K7ZCZ
2019-10-13 13:16 K7ZCZ Note Added: 0008809
2019-10-13 13:17 K7ZCZ Assigned To K7ZCZ => WA9PIE
2019-10-13 14:34 K7ZCZ Note Added: 0008812
2019-10-13 14:35 K7ZCZ Note Edited: 0008812 View Revisions
2019-10-13 16:33 WA9PIE Note Added: 0008815
2019-10-13 16:34 WA9PIE Assigned To WA9PIE => K7ZCZ
2019-10-15 09:08 K7ZCZ Note Added: 0008821
2019-10-15 09:08 K7ZCZ Assigned To K7ZCZ => WA9PIE
2019-10-15 16:20 WA9PIE Note Added: 0008824
2019-10-15 16:20 WA9PIE Assigned To WA9PIE => K7ZCZ
2019-10-15 21:07 K7ZCZ Note Added: 0008826
2019-10-15 21:07 K7ZCZ Assigned To K7ZCZ => WA9PIE
2019-10-16 21:50 WA9PIE Assigned To WA9PIE => K7ZCZ
2019-10-21 16:31 K7ZCZ Assigned To K7ZCZ => WA9PIE