Can't download files uploaded through our form

Hello,

I can't download the document uploaded. It says access denied. I attached a screenshots. It says access denied. I get this from the email notification, and even when I log in into my account and find the the link. 

Can you please guide me? Any help would be appreciated. 

Thank you. 

I would like to apologize for any inconvenience this have caused you. Is this happening to all of the file uploads on all submissions on that form embedded on the website you have included in your post?  If it's happening on just one submission and a particular upload, it is possible that the file is broken or the upload is was not completed for some reasons(maybe internet connection issue) before the form was submitted. If that's the last submission on your form, can you try making another submission and try to see if you will have the same error when you try to download the upload from your test submission. 

You may also try to ask the submitter to re-submit the form using an edit link of his/her submission. Let us know if you need help in getting or creating the link. Also, please provide us the details of the submission where you have encountered the issue so we may check it also on our end. 

Please do get back to us if you need any further assistance. Thank you.