Since this is a private account no one will be able to replicate the issue or know what is happening during the save. You should verify it's a downloaded format to use or if it's locked to their site.

What is "AOL form"? Files are normally downloaded in the format used to create them.

If the file isn't saved with the correct file extension then Windows may not know how to open this file and you need to rename the file or make sure that you add the correct file extension hen you save the file.

What kind of files is this about?