If your customers are having issues (specifically encountering a "401 - Not Authorised" error message), please ask your customer to do the following troubleshooting steps:
Clear browser cache and browsing data - This a quick and easy step to try first on all browsers, with the cache-clearing options
If the customer is still facing the issue:
Check with them to see if they are using an ad blocker browser extension - Common browser extensions like AdBlock and similar "privacy-first" antivirus extensions are typically the culprit of this error. There are many variations of these types of software that interact with the system in this way.
If AdBlock or similar is enabled, the customer can temporarily disable this or allowlist the page in the extension to prevent it from interfering with the download process.
If the customer is still facing the issue:
Get in touch with our helpdesk at [email protected]
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