Cannot download product guides from Symwise, an error ocurred

Hi Team

For more than 3 months I'm having the same situation with your knowledge base. Once I try to download any product guide the following error appears on the web page:

An error occurred while processing your request.

Reference #50.24621060.1490459942.e54bf49

To find the document I needed to open a case , but that is not useful nowadays, the knowledge must be open for your customers, what's happening?

Thanks