Troubleshooting Downloading and Internet Connection Issues

At Shutterstock, we value your time and money. That’s why we do our best to make our process user-friendly and simple and ensure that stock content is always available to you. If you are having problems with our website, your content won’t download or you experience significant delays with downloading, we have a few troubleshooting tips for you to try. 

Check your Internet Connection and Bandwidth

If you are using a wireless connection, move closer to your router or switch to a wired connection. Ensure that other services like video and audio streaming or calling, online gaming or file sharing are not running on your network at the same time. These services may be receiving bandwidth priority and may impact the speed of your connection to Shutterstock. You may also contact your internet service provider for assistance.

Check for Blocked Access

If access is blocked, it could be a proxy setting, a firewall or your internet service provider. If you are having a problem accessing our site or other domains, you may want to contact your IT help desk or your ISP.

Accept Cookies

For Shutterstock to run properly, you must accept cookies, as the site uses them to function. Make sure that your browser is set to accept cookies, which are used to store data and preferences and are harmless to your computer. How to accept cookies will depend on the browser you are using, but each has a simple how-to on how to change your settings.

Clear Your Cookies and Cache

If your internet browser is storing temporary files, it may be causing problems with our website. You’ll need to clear the cookies and cache from your browser. Again, the specific steps depend on the browser you use, but a quick internet search will take you to the right page.

If clearing your cache and accepting cookies doesn’t work, switch to a different browser. This will help you determine if the browser’s settings are the problem or if it’s your computer. If a new browser doesn’t work, try the site on a different computer.

When All Else Fails

It’s difficult for us to fully troubleshoot without details about the problem, so if none of the above work, we encourage you to contact us. Include the following information if possible:

  • Your username/email

  • The error message if you received one

  • URL where the error occurred

  • A screenshot of the error message

  • Troubleshooting steps you have already taken

  • Which operating system you are using

  • A list of browsers you have tried

If the problems are with downloading content, also include the following:

  • Clip or image ID number

  • Clip resolution or image size

  • Your subscription or plan type

Redownloading 

If you must redownload any clips or images, they will not count toward your current available downloads. Once you have licensed content, you can redownload it as many times as you need.  Learn more about redownloading previously licensed images and videos.

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