There are several possible causes
- zip file has password
- I entered the password but it is incorrect
- The password contains characters other than half-width alphanumeric characters such as Japanese
- The zip file itself is corrupted
Most common are files that have failed to download or created zip files
Please check the file size before contacting and compare it with the original file size to see if the file is corrupted
After checking the above, if you can not solve it, please send a zip file as a sample to support
Please note that you cannot tell what kind of problem you are having without checking the file.