I have a similar problem, I bought a game called EEP Virtual Railroad Pro 3.0 from Trymedia which used to work great, but I decided to move it to my backup drive to save space. But decided to play it again recently, files seemed to be missing so I uninstalled it and thought it would be easy to re-download and re-activate it.
After a few problems (I have changed my email address a few times) I managed to get the activation code by email from Trymedia, so I thought great all I have to do now is re-download it. All seemed fine, I downloaded the download manager using my activation code, but every time I click run I get the error "We are facing Technical difficulty in downloading the game" please contact our customer service.
I sent a support request to Trymedia, and recieved a general response 8 hours later saying "Please allow 24-72 hours for a response". I'm at 64 hours and waiting (just hope they work on a Saturday).
I don't feel very hopeful, I've looked everywhere for advice, I've adjusted and checked my browser, firewall and turned off my antivirus software, I've even uninstalled a security program that I thought might be interfering. It just looks like the download manager is not connecting to the server.
I admire and respect *TrymediaSupport* for the posts that he/she has made in this thread, maybe they are listening, all I would ask is why do customers have to wait for quite so long to get a response, and as someone else suggested why not have a Trymedia forum where your customers can ask for advice from each other and yourselves.
From a 50+ year old games addict