Customers experiencing download errors

[TripQuilts]

I've had two customers recently who could not access their download.  This is the note I received from the 2nd customer when she requested the order be cancled: 

 Note for seller: This pattern will not download - When I try to open the download I get this message:
This site can’t be reached The webpage at file:///C:/Users/Pat/Downloads/ManyTripsAroundtheWorldNotTooScrappy_6Colors.pdf might be temporarily down or it may have moved permanently to a new web address.
ERR_FAILED

[BagmakerSupply]

@TripQuilts: Don't have any advice, but the URL that your buyer provided is a local (to them) location not a web address. Shouldn't the download URL have an etsy dot com location?

[ArtDollsbyJD]

Did they try the download from a computer?  On my computer, the download window opens to the right on my browser and then shows the download on the browser.  I can then save the download to any file I want to.  I'm not sure about the URL she gave you. It sounds like she copied it as a path but that is not necessary for downloads on Etsy.  When I save to the file I want to the download address changes to that file with the name of the pattern.

Is she using a computer or the app?  The app cannot open digital downloads.  She needs to do it from a computer.

Does she download the item?  It opens on her computer in the browser?  (I use Edge) From there I can save.  There is no path which would put it in the C drive.  Maybe ask ehr the steps she takes import the download into her computer.  I just download and then save to documents 

Maybe someone more tech savvy can help.