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Just in case someone is finding this thread: The customer solved it by choosing "save file as.." - most likely because an ad blocker or virus killer kept it from downloading. I have set the number of downloads higher again, which can always be done within the 12-month free update period.
Yes, it worked 
Thanks Jens
The last reply was more than 365 days ago, this thread is most likely obsolete. It is recommended to create a new thread instead.
