# Known issues

### I clicked on the “Download all” button but not all the files are being downloaded! What should I do?

Agencies may encounter this issue when trying to use the "Download all" button to download files. Whilst the files have been downloaded on the Highway platform, some government devices have a separate virus scanner (i.e., Safe Internet Surfing) that scans the files and blocks them from being downloaded together.

Temporary workarounds:

* Individually download the files OR
* Explore an alternative mode of file transfer (e.g., secure thumb drive)

### The recipient is unable to upload files and sees the following: "Virus scan failed, please try uploading again." at the submission page. What should they do?

<figure><img src="/files/LaG8M1rgskMqFeu6QPRb" alt=""><figcaption></figcaption></figure>

Recipients may encounter this error when trying to submit files on Highway. This is due to the virus scanner on Highway sporadically failing, and it will take time for the Highway team to resolve this issue.

**Temporary workarounds:**

* Re-upload the same files, as we have observed that the files will generally be uploaded successfully after multiple attempts, OR
* Explore an alternative mode of file transfer (e.g., secure thumb drive)


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