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