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I'm having the same problem and it's very annoying to where I'm going to suggest we look for different software! It has gotten as far as 82% done and then completely stops! I tried calling the support desk but it's $3/min if you're not a customer! Very dissatisfied!
I have been trying since yesterday, 8/8/11 at 8:30am.
I don't think they charge for download/install issues.... (After all, they want to sell you the product and can't if you can't download it.)
I'd connect with them and ask that question up front to see what they say... (I've called with installation issues and they never charged me anyway...)