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Virtual product "File not available"


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I am using PrestaShop v 1.6.0.11

 

I have created multiple virtual products (purchasing a digital image for download).

 

One customer has purchased the files and downloaded with no issue.  Others have done the same steps, but are getting an error message "File is not available for download"

2 questions.  1) how do I fix this  2) how can I re-enable the links they were emailed to make sure the download works?

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