If a customer reports that a program hasn't downloaded the first step would be to check in Salesforce that the program is in their entitlements. You can see below that the active programs are called Virtual 2.0, there is also a Virtual 2.0 Bundle (highlighted), which is required for the entitlements to filter through. To see a list like the below you'll need to click into the Programs tab in Salesforce.
After confirming the programs are correct, check the Digital Entitlements and see if there are active entitlements for that program:
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