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Hmm...I'm kinda thinking it just might have something to do with Norton, not the firewall but the privacy control.
If he's using Norton Internet Security, have him open it and select Privacy Control, then click on the "Turn Off" tab at the bottom right. Then have him try and download a video. If that works it's an easy fix.
That assumes of course that you are using .htaccess to protect your movie files?
Regards,
SF
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