It would be helpful if you filled out the support template rather than ignoring it.
We need more context, such as:
- What you mean by “can’t be downloaded”
- Are these users using the Web UI or a desktop/mobile client or what?
- What happens precisely?
- And what is the full log entry (we need the stack trace)? etc.
- What type of External Storage the files reside on
- Your config
- etc
Can I disable server encryption and get all files decrypted automatically and by doing that possibly solve the problem or what can I do in this situation?
You can certainly decrypt the files then disable encryption (see the Admin Manual for the process). Whether that will be successful in your case, is unclear at this point.