Error downloading videos for Premium users

[Desarrollo Web]

Hello,

        we have a Premiu site with premium users. A user has told us he can't download videos. We've checkd with a test user and it is true, we receive:

Access denied / Only Premium members can access this video file (errno 5)

However, the test user is Premium (infinite access time) and the video formats all have the settings :

         - Access Level: Premium users
        - Enable ability to download: checked.

We can't find the cause of the problem. Audit plugin gives no video format error for those formats.

[Tech Support]

Please create support ticket with more details (site, user access).