Hi Agustina Bruno
Could you please give us a bit more details about the issue? Please save the error by clicking on the disc icon and, then saving to your desktop and including this in communications with SDL.
These 'error stacks' helps us locate the issues and provide solutions much quicker generally.
You can also post the full 'error stack':
In the meantime, to proceed, please ask your customer to send you that specific file in email so that you can work on it.
Also, please see the below article about adding folders as exceptions to your security software which can help in such issues:
Hoping to hear back from you.
Greta Magyar - Customer Success Representative - SDL