Receiving error {“ *key* ”:“ *notFound* ”,“ *message* ”:“ *Not Found* ”} when trying to download files via https://os5.mycloud.com/

Users can log in to https://os5.mycloud.com/ and move through the directories and see the files listed. But if they try to download the files, they receive the error: {“ key ”:“ notFound ”,“ message ”:“ Not Found ”}

We have a My Cloud EX4100 running firmware 5.0 8.115. All users have Mac laptops and are connecting remotely via relay.

See attached screenshots

@DannyMaliana
Is indexing done ?
if yes, please go ahead and create a support case and share a HAR File, then share the case no.