Receiving error {“ *key* ”:“ *notFound* ”,“ *message* ”:“ *Not Found* ”} when trying to download files via

Users can log in to 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

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