Error 265 / too many redirects

It appears the some customers in the UK and Australia are having problems accessing our servers from various ISPs including Virgin Media, BT, TalkTalk and Telstra. We are unsure whether these ISPs are restricting your access to particular download servers, or if it is a routing issue.

Please see the tips below for UK and Australian ISP users. Changing your DNS servers might fix the issue.

VIRGIN MEDIA USERS

What you need to do:

Change the DNS of your Network Adaptor from Blank Preferred DNS server: to 8.8.8.8 and Alternate DNS server: to 8.8.4.4 also make sure the IPV6 state is off and rebooted. You could also try 1.1.1.1 and 1.0.0.1 (https://developers.cloudflare.com/1.1.1.1/setting-up-1.1.1.1/)

If there is a website that you believe is safe but has been blocked you can report it through My Virgin Media:

  1. Register or sign in to virginmedia.com/myvirginmedia with your primary My Virgin Media username and password
  2. Click on My Apps
  3. Click on Web Safe
  4. Click Settings
  5. Scroll to the bottom of the page and click Report a Website

If there is a website that you believe is safe, but has been blocked, you can report by emailing websafefeedback@virginmedia.co.uk.

BT USERS

What you need to do:

This internet provider has added something new that's called BT WEB SAFE, it has virus protection and child protection on it. The child protection was already off, but BT has probably ticked the box web safe without you knowing about it, which is causing you problems clicking on the File Factory links. They will not download. As soon as you un-tick the web safe box which turned off the virus protection and save your changes, you should be able to download again.

TALKTALK

What you need to do:

TalkTalk has switched on Virus Alerts. Here's how to disable it.

Log in

Menu

My Account

My Services

View HOMESAFE Settings

You can keep SCAM PROTECTION... ON

Everything else is OFF ...

 

TELSTRA USERS

What you need to do:

Change the DNS of your Network Adaptor from Blank Preferred DNS server: to 8.8.8.8 and Alternate DNS server: to 8.8.4.4 also make sure the IPV6 state is off and rebooted. You could also try 1.1.1.1 and 1.0.0.1 (https://developers.cloudflare.com/1.1.1.1/setting-up-1.1.1.1/)

Additional info:

https://crowdsupport.telstra.com.au/t5/Home-Broadband/FileFactory-Download-failure/td-p/770153

 

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If the above does not work and while we continue to investigate, please try the following:

a) Use Incognito mode in Chrome or Private browsing in Firefox and see if that works

b) Make sure in your ISP or modem settings, that you are not blocking any kind of site or media via parental controls or something similar.

c) Use a free VPN such as Hola and let us know if that works: https://chrome.google.com/webstore/search/hola

d) Are you using any kind of firewall or anti virus software? If so please turn it off.

If you wish to submit a support ticket about this, please supply the following information:

1) What are the URLs of the links you trying to download?

2) Are you logged in?

3) Are you a premium member?

4) What country are you in and what is your ISP?

5) Are you able to sign in again and go to this page and copy and paste us the results please so we can double check your status when signed in?

http://www.filefactory.com/account/support/diagnostics.php

Here's a support article / tutorial that describes the process more fully:
https://help.filefactory.com/hc/en-us/articles/203634304

Have more questions? Submit a request

7 Comments

  • 0
    Avatar
    TriciaBrixey

    BT Internet Provider

    My internet provider has added something new that's called BT WEB SAFE, it has virus protection and child protection on it. The child protection was already off, but BT had ticked the box Web safe without me knowing about it, which was causing me problems clicking on the File Factory links. They would not download.

    As soon as I un-ticked the Web safe box which turned off the virus protection and saved my changes, it solved my problems and I am now able to download the FF links.

  • 0
    Avatar
    andy_huddo

    Thanks so much this fixed my issues on Telstra in Australia.

  • 0
    Avatar
    leseinlondon

    I’m with TALKTALK in England.

    They had turned on VIRUS ALERTS ..

    Turning this OFF allowed full access to FF files once again ..

    SCAM PROTECTION is still on ..

    [dont think it turns off]

     

     

    Edited by leseinlondon
  • 0
    Avatar
    weandt

    leseinlondon,

     

    Can you advise how to turn off VIRUS ALERTS please?????

     

    Thanks

  • 0
    Avatar
    weandt

    Brilliant. Found the right place - TALKTALK had switched on virus alerts for me! It's found under 'homesafe' in 'myaccount.

  • 0
    Avatar
    leseinlondon

    Sorry ..

    was a bit late getting back ..For the benefit of others though ...

    Log in 

    Menu

    My Account

    My Services

    View HOMESAFE Settings 

    I have SCAM PROTECTION...ON

    Everything else is OFF ...

  • 0
    Avatar
    mrpwb2

    So far the solution worked, changed dns to 8.8.8.8 on both computer and router.

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