you for reaching out on the community and telling us about your issue. I do apologize for the issue you're having. We'll need some more information before we try any troubleshooting. Are you receiving any errors when trying to download or is there nothing? How long have you been having this issue? Have you tried any troubleshooting steps previously?
Once you get the chance please let us know more and we'll see what we're able to find out.
When contacting support, be sure to let me know how long you have been receiving this error.
Let us know how it goes!