Error when download original video to desktop

Support
1

I need to download my videos and work on them locally (add music, some fx etc) then put them back on Dubb. I am the only user and am the admin. I have checked the box to allow downloads on the video. When I transcode to MP4 with their convertor app, then select download, I get an error message:

This XML file does not appear to have any style information associated with it. The document tree is shown below.

AccessDenied

dubb

tx0000000000000aa77ea91-00600d4da7-2cef9be-sfo2a

2cef9be-sfo2a-sfo

I appreciate any suggestions, corrections or workarounds. Thanks!

2

I was able to get the trimmed, more compressed MP4 just not the original. BTW

3

What app do you use to edit your video (adding music, etc)? To replace your video in Dubb, your new file should still be an MP4 file.

4

Can you please share the link to support@dubb.com so that we can try to reproduce this error message?