Digital download glitch, am I the only one?

[CountryAtHeart2008]

I sell digital listings and have for over 10 years. I have one listing out of over a thousand that continues to have buyers contacting me to resolve a error coming up that says "a stitch has gone..." I have deleted and remade the listing and it still has the same issue. Does anyone else experience this? Impossible for me to report the issue with Etsy because I can never find the place to send them a message, so frustrating. When this happens I have to send the file to the buyers email. 

Help!

[NanaLetha]

Are the buyers trying to use the app to download? Advise them they must use a browser instead.

[CountryAtHeart2008]

It happens when doing it either way, in fact when I try and test it by downloading it from the listing it shows me the same.

[PieceByNumberQuilts]

Is the file type different than the files on your other listings?  I only have PDF files, and have never had this problem, but I know Etsy supports a lot of other file types which may be more problematic.

But yeah, a bit weird that it's just that one listing that seems to be haunted...