The error is:
"Unable to download Error getting License. License Server Communication Problem: W_ADEPT_CORE_WRONG_DEVICE"
The issue is that the user can get the .acsm file to work properly on one device. They try to install the app on a different device sign in with the same Adobe ID, and they get that error.
Has you check if the ebook have a limation of download?
There is a limit of six allowed devices.
Which OS used the user?
Have you check if autohriez the ADE with right adobe ID?
Can he open ather eBooks?