Sorry for any inconvienence caused to you.
In reponse to you question:
Sometimes people download without realizing where they download and say that they did not download. You can check this by viewing the number of downloads in the download log.
Also, If your limit is too low (like 1 or 2), that can cause issues as some users take 1 or 2 attempts to understand that they are downloading the file and they have to save the file first to their local drive rather than "opening" it right away.