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.