Please provide us with the FileFactory link / URL you are trying to access. We need to know the actual URL of the file, in the format like the example below, so we can investigate further.

```
Correct URL format:
http://www.filefactory.com/file/39gzzd2bnxm9/
```

Only sending us a filename instead of the complete URL may not help, as we cannot always locate a file just by using the filename.

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