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Unable to restore/download backup

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I have been a true image customer for a few years now; today is the first time I have needed to recover data. I logged into the site to recover my data and browsed to the home cloud computing area. Unfortunately, despite being offered a download option, the files never download. The zip file will get to about 1% and then it says "file is complete", but obviously isn't.

I am hoping someone can help.

Details:
-True Image 2013 with online backup
-Windows 8
-Comcast High Speed Internet
-I have tried Chrome, IE and Firefox

Two questions:

1) Any ideas why the zip file will think it is complete, despite only 1% downloaded?

2) As an alternative to https, is there a way to download via ftp?

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You have a recovery problem. Contact Acronis support for asistance. Try the Live Chat first.