topic Re: Unable to open zip file in Everything else

Unable to open zip file

Minnie — Mon, 02 Sep 2024 09:46:23 GMT

Hi I made a DSAR to Plusnet which they responded to by sending me a message (via a private portal) which had a zip file attachment. I am unable to open this file and have requested the information in another format but while I am waiting for a response from Plusnet (this can take up to 28 days) I wondered if anyone on here had any suggestions.

When I click on the attachment it says "downloading file" - it doesn't tell me where and I cannot find it when I search my computer. I don't have any cloud or other external systems for saving files so it can't be going there. If I right click there is no unzip or open option. Any help would be greatly appreciated. Thanks

EDIT : well that's odd. Just after I posted this message my computer told me the download had failed. Maybe Plusnet did something in the background!

Re: Unable to open zip file

jab1 — Mon, 02 Sep 2024 10:14:37 GMT

@Minnie I would suggest you 'save' the attached file to, say, 'My Documents', and then merely 'unzip' the file there. I assume, but don't know for certain as I don't use the Windows OS, that there is a default program on your computer which will do this.

Which version of Windows are you using?

Re: Unable to open zip file

Minnie — Mon, 02 Sep 2024 10:25:54 GMT

Hi @jab1 thanks but unfortunately I use a Mac not Windows. If I try the Mac version of a right click I don't get the option to save or open. I have downloaded a unzip utility but obviously can't use that if I can't download the file. I tried changing the location for saving downloads but that still doesn't seem to be helping. Will try again later but at the moment it looks like I'm waiting for Plusnet. Thanks for your help though.

Re: Unable to open zip file

jab1 — Mon, 02 Sep 2024 10:28:33 GMT

Well, I tried, @Minnie , but as I have zero experience of Mac's, I can't help further. Maybe another Mac user will spot this and help.

Re: Unable to open zip file

Minnie — Mon, 02 Sep 2024 10:30:39 GMT

@jab1 thanks for trying it was very much appreciated.

Re: Unable to open zip file

jab1 — Mon, 02 Sep 2024 10:46:35 GMT

This any help: https://support.apple.com/en-al/guide/mac-help/mchlp2528/mac ? I haven't read it, just searched for possibilities, and as this is from the official Apple support site, it should be of use.

Re: Unable to open zip file

Minnie — Mon, 02 Sep 2024 10:52:15 GMT

Hi @jab1 thanks for that I will give it a try but unless I am reading it wrong it seems to be for files already on your Mac - which this one isn't it stuck in the private portal. Again thanks for all your help.

Re: Unable to open zip file

jab1 — Mon, 02 Sep 2024 10:56:42 GMT

I don't believe a Mac won't 'save' an attachment from an email, in fact I seem to recall doing so on my iPad, which is a 'small' version of the iMac?

Re: Unable to open zip file

Anonymous — Mon, 02 Sep 2024 12:07:43 GMT

@Minnie

I don't have any experience of Mac either, but this has worked for me on a few occasions when trying to save a file locally and "all else has failed":

1.) Reduce the size of the browser window so that it only occupies the left side of the screen.

2.) Have either your Desktop, or file manager open in the directory that you want to save to on the right side of the screen.

3.) Using the left mouse button, click and hold on the file that you want to save and drag it across to the right side of the screen, then release the mouse key.

This is basically, "Drag and Drop".

Re: Unable to open zip file

mystreet1 — Mon, 02 Sep 2024 12:35:47 GMT

PN must supply you the file(s) in the format of your choice. If zip files are no use to you, tell them. You could request that the send them in the post to you, or a MAC format that you can open.

Re: Unable to open zip file

jab1 — Mon, 02 Sep 2024 12:37:41 GMT

Mac's can open .zip files.

Re: Unable to open zip file

Minnie — Mon, 02 Sep 2024 17:13:24 GMT

HI @jab1 sorry for the delay in replying I can save an attachment from an email - have done it many times in the past with no problem. Unfortunately this time it is not attached to an email. Plusnet use a website called BTprivacy which require a code to log into. The attachment is on this website. It seems that I will have to wait for Plusnet to get back to me with another format. Again thanks for your help.

Re: Unable to open zip file

Minnie — Mon, 02 Sep 2024 17:15:02 GMT

Hi @Anonymous sorry for the delay in replying - unfortunately drag and drop doesn't work - the attachment seems determined to be awkward! Will just have to wait for Plusnet!

Re: Unable to open zip file

jab1 — Mon, 02 Sep 2024 17:16:11 GMT

OK, @Minnie . I should have realised they wouldn't send such information via email, but I didn't know what system/protocol they DID use

Re: Unable to open zip file

Minnie — Mon, 02 Sep 2024 17:16:48 GMT

Hi @mystreet1 thanks for replying. I have asked them for another format but they have up to 28 days to reply to a DSAR so it looks like I will just have to be patient. Thanks for your help it is much appreciated.

Re: Unable to open zip file

Minnie — Mon, 02 Sep 2024 17:19:29 GMT

Hi @jab1 no it's an awkward system - I came across something similar with another company but I had no problem with that website. I have also just seen your other response - I haven't had problems unzipping things in the past using my Mac I have quite happily downloaded zipped software and unzipped it no problem. It must be something about this file from Plusnet. Anyhow will just have to wait for Plusnet to get back to me.

Again thanks for all your assistance.

Re: Unable to open zip file

mystreet1 — Mon, 02 Sep 2024 17:23:40 GMT

You don't have to wait 28 days for them to reply. They have not provided the information requested in your original DSAR. It must be in a format that you can access.

Re: Unable to open zip file

jab1 — Mon, 02 Sep 2024 17:27:09 GMT

Post #12 seems to indicate that the OP, for some reason, has not got the access code required for the 'BTPrivacy' site. Once that is resolved, they should have no issues.

Re: Unable to open zip file

Minnie — Mon, 02 Sep 2024 17:31:38 GMT

Hi @jab1 sorry but I do indeed have the code to the BTPrivacy site. Every time I log in I have to request a new "one-time only" code. I can see the letter they have written and I can see the attachment (in two place neither of which will download). I can only assume it is not mac compatible or something has gone wrong at Plusnet's end. I will have to wait until Plusnet decide to act on my message to them. Oh well I can wander through the forum topics while I wait (unless they disappear in the meantime! I do love a good conspiracy theory!) Thanks again.

Re: Unable to open zip file

Minnie — Mon, 02 Sep 2024 17:33:53 GMT

Hi @mystreet1 hopefully you are correct and I don't have to wait but I'm a natural pessimist so always expect the worst! Thanks for helping, much appreciated.