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If you have no known download accellerator programs installed on the pc, then I'd advise contacting Charter and see if they have one on their system, and if so, how to turn it off.
If not, then ask the people you bought the computer from if it came with a download accellerator installed.
If this does involve a download accellerator, which that message you're getting when you click your download link seems to indicate, purchasing the upgrade, or resetting your current download link wouldn't solve the problem.
George
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