It can’t be helped, sometimes things go wrong. We hope you’ll be able to find your issue (and its solution) below.
If you’re still having problems with Pando, send us a description of the issue to firstname.lastname@example.org and we’ll do our best to help!
- I can’t install/uninstall Pando. What do I do?
- I installed Pando, but it won’t launch.
- Pando won't start on Windows Vista.
- I can’t open .pando files on Windows 7.
- I can't connect to the Pando network (for non-advanced users).
- I can't connect to the Pando network (for advanced users).
- My package download/upload is stuck on “connecting..."
- My package download is stuck on "waiting for sender."
- I use a proxy, how can I set those options in Pando?
- Someone sent me a package and it’s not showing up in Pando.
- My recipients are not getting my Pando emails.
- A Package URL I sent didn’t work.
- How do I remove the Banner click every time the ad reloads?
- I received a Package that needs a password. What’s the password?
- I sent a test file to myself, and it’s not working.
I can’t install/uninstall Pando. What do I do?
Before you can install, uninstall, or upgrade to a newer version of Pando, you will need to make sure Pando is completely shut down. To do so, click on the Pando icon in the system tray (bottom right corner of your desktop for most Windows users) and select “Shut Down Pando.”
Pando installation also requires administrator access. Make sure you’re logged into your computer on an account that has administrator rights.
Pando won't start on Windows Vista.
In order to get Pando running on Windows Vista, you should create a new profile to allow Pando access in Windows Firewall:
- Click Start > Programs > Accessories and select Run.
- Type mmc.exe in the Run box. You may be required to enter administrative credentials or click to authorize running the program.
- In the blank MMC, click File > Add/Remove Snap-in.
- In the Available Snap-ins list, scroll down and select Windows Firewall With Advanced Security. Double-click on it or highlight it and click the Add button.
- In the Select Computer dialog box, accept the default (Local Computer) and click Finish.
- Click OK in the Add/Remove Snap-ins Box.
Now you should have advanced firewall in the console tree view. Double click on Windows Firewall with.. to expand the view. Now right-click on Inbound Rules, and select New Rule.
- For Rule Type, select Program, then Next.
- For Program, select This Program Path, then browse to your Pando directory and select Pando.exe, hit Ok, then click Next.
- Select Allow The Connection and click Next.
- When asked "When Does this rule Apply?" check all if unsure and click Next.
- For name, you can type "Pando Inbound" and description is optional.
- Click Finish.
I can’t open .pando files on Windows 7.
You may need to make Pando the default program to open .pando files with. Here’s how to do that:
- Save the .pando file to your desktop.
- Right-click on the .pando file and select Open With.
- Click Browse.
- Navigate to Pando. This is usually found at C:\Program Files\Pando Networks\Pando If you cannot find this folder, you should be able to locate it at Program Files (x86).
- Make sure the box next to "Always use the selected program to open this kind of file" is checked.
- Click Ok.
I can't connect to the Pando network (for non-advanced users).
This usually means one of five things:
- Pando cannot connect to the Internet because your computer is offline. Make sure you're online.
- Pando is set to "offline." Check the bottom left of the main Pando window and make sure the toggle online/offline menu is set to "Online" with a green dot.
- Pando cannot connect to the internet because it is being blocked by your firewall or antivirus program. You will need to open your firewall software and give Pando permission to access the Internet. If you need assistance doing this, contact us at email@example.com and we’ll do our best to help.
- The Pando service is down for maintenance. Please try again later.
- Are you accessing Pando from a private network such as a school or workplace? You may need to contact the person in charge of the network and ask them to allow Pando through.
If you continue experiencing connection problems, please contact us at firstname.lastname@example.org and we will be happy to troubleshoot.
I can't connect to the Pando network (for advanced users).
If you are having trouble connecting to the Pando servers, try setting up these outgoing ports in your firewall configuration:
- 80, 443 and 563
- 56065 and 56066 TCP & UDP (for file transfers)
- Make sure the incoming port is set correctly:
- In Pando, select Options > Transfers.
- Click the Advanced Connection Settings link. A new window will open.
- Make sure the port number written in the "For incoming connections use port:" field is open in your firewall configuration.
My package download/upload is stuck on “connecting..."
If your package is stuck on “connecting...” try the following:
- Check that you’re online (we realize that this is an online help file but maybe someone else is checking this for you or this page is in an offline cache). If you are offline, Pando will connect and continue sending the file soon after you are back online.
- Open Pando and check the Online/Offline toggle menu in the lower left corner. Make sure it is set to Online.
- Click on the package and check that the button on the bottom says Pause. If instead of Pause it reads Resume, click Resume. The file transfer should start again.
If none of these work, the Pando service may temporarily unavailable for maintenance. If the service is temporarily unavailable, the transfer will automatically start as soon as we've completed maintenance. If the problem persists, please contact us on the forums, or at email@example.com.
My package download is stuck on "waiting for sender."
"Waiting for sender" usually indicates that the sender has not completed uploading the Package. Often the transfer will resume on its own when the sender becomes available (comes online). Sometimes clicking the "pause/resume" button will jumpstart a stuck transfer.
If the file remains stuck on “waiting for sender,” you may need to contact the sender and ask them to resend the Package.
- Click on Options > Transfers.
- Click the Advanced Connection Settings link. A new window will open.
- To set the port, replace the default setting in the "For incoming connections use port" field.
- To set the proxy, choose a configuration from the drop down menu. If you select "use IE settings," Pando will set the host and port to whatever Internet Explorer uses. If you select "HTTPS," you will need to enter host and port settings manually. You can turn on authentication for either IE or HTTPS settings
Someone sent me a package and it’s not showing up in Pando.
If you have the option, click “open” when you try to download the file. If you saved the file instead, search your hard drive for the .pando file. When you find the file, select it and drag it into the Pando main window.
My recipients are not getting my Pando emails.
Emails sent from Pando may be flagged as Spam by some anti-spam software and services. This will result in the Package email not being delivered to intended recipients. If they have a junk mail folder, have them check there for your mail (a message from "firstname.lastname@example.org"). If they can, have them add this email address to their address book, this can help prevent this problem in the future.
A Package URL I sent didn’t work.
Pando Package URLs are pretty long. Sometimes an IM program or email may only recognize the first part as a link. If someone tells you the link didn’t work, suggest that they cut and paste the entire link into their browser’s address bar.
- Go to Windows Control Panel
- Click on Sounds and Audio devices.
- Click on the Sounds tab.
- In the Program Events Window scroll down to Windows Explorer then click on Start Navigation to highlight it.
- In the Sounds drop down box, scroll to the top of the list and select none.
- Click Apply, then OK.
I received a Package that needs a password. What’s the password?
We don’t know. Really, we don’t. Only the person who originally sent the file knows. When you try to open the file, the name of the person who originally sent the file is displayed near the bottom. If you know that person, contact them. If you don’t, contact the person who sent you the file.
I sent a test file to myself, and it’s not working.
Are you sending the file to yourself on the same computer? If so, Pando will not work how you might think. If Pando detects the file to download already exists on the system, it will not initialize, assuming that it complete. A better test would be to send the package from a different computer.