You don't have a close quotation mark for the error message.  Is that the complete message?  If so, Intuit Support may be the only one who can help you.

If it's something you'd need to contact Intuit Support for, you may as well ask your client to download the document directly from the issuer and upload it to Intuit Link.  You can then separately contact Intuit Support in your own time without any pressure for immediate resolution about that experience (with all the relevant information and context) so that their engineers can look into it.