I don't think the download folder is the issue. It sounds like the files all downloaded fine. If they are on OS 10.12 or 10.13, then there is a file they might need to download from Apple's website. Not having the file could cause the symptoms described. (Described here: https://www.pgmusic.com/download-manager-mac-help.htm)

Hopefully we'll hear back from the OP.


Andrew
PG Music Inc.